Senior Manager, Digital Channels, Greater China

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Position Statement

From Rooms to Food & Beverage segment, we humanize the digital experience to serve our always-connected consumers with unique offerings in the best & desired channels so that they continue to feel that Hilton hospitality every step along their journey with us. To support this mission, we're looking for a seasoned Digital Channels leader with strong flexibility, entrepreneurship and growth mindset to support Hilton business & digital channels growth in GCM region.

Position summary:

· driving digital channels especially Chinese in-language channels optimization and/or integration to realize commercial goals including digital direct bookings and channel share and customer satisfaction.

· working closely with technology teams to drive alignment between business priorities and technology enablement. Representing GCM Commercial team to translate business requirements into the digital channels enabling roadmap through defining and implementing business transformation / improvement programs.

· working with internal functions including MarTech, Loyalty program, Strategic partnership, Marketing, Sales, Revenue Management, Finance, Legal, Hotels etc., as well as external vendors / partners to ensure integration & alignment of efforts and achieve business goals through digital channels.

· developing digital channels positioning & operation tactics and implementing channel marketing activities at regional level to drive digital direct performance and day to day operation excellence, by leveraging data/resources/tools/partnerships and customer journey mapping from ecosystem view.

What will I be doing?

· As part of the GCM loyalty & partnership team, be the go-to person for Hilton digital direct enroll & shop & book channels for China from a business perspective; work closely with technology teams locally and globally to identify/recommend opportunities, craft out digital roadmap based on customer/business/hotel needs, escalate and resolve issues to drive sustainable improvement.

· Ensure digital channel iteration plugs into overall China MarTech agenda as one of the most important customer activation touch points, in the meantime identify and leverage new MarTech capabilities to amplify direct relationships with members through digital channels that are owned by this role.

· Provide data analytics and insight to facilitate customer/hotel facing communications, promote a premium customer experience and further convert sales. Tell a bigger story of how digital channels should be envisioned for future with technology + MarTech capability enablement.

· Take ownership to review and assess new digital opportunities by analyzing market/competition and taking advanced looks into other industries. Successfully build / support building business cases to evolve digitalization and seek stakeholder or senior leader buy-ins for potential new growth.

· Work as key contact window, gate-keeper and strategic consultant across GCM Commercial and technology teams to gain alignment and ensure successful channel optimizations and launch of new digital / loyalty channels to market to holistically achieve business goals and priorities. Also to represent China to communicate China roadmap and opportunities with wider APAC & global business teams.

· Ensure profound knowledge and understanding of digital and provide necessary training and education to key audiences, help to upskill key stakeholders to drive direct relationships with customers as one team.

· Develop / own / participate in managing tools and calendars for hotel retailing across regions, with deep understanding in (sub)regional markets, insights on different member tier/segments' preferred content and strong influence skills. Market hotels and destinations with deep insights on domestic/inbound/outbound trends empowered by data/teams/MarTech tools etc.

· Develop and implement channel marketing plans to drive organic/paid traffic and downloads of Webs/Apps/Mini programs. Partner with media, loyalty and commercial counterparts to identify key opportunities on customer/member acquisition, engagement and retention.

Work with commercial counterparts, technology partners and external experts on new / adhoc projects in support of China business growth.

What are we looking for?

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Experience in leading product/channel business operation.

· In depth knowledge and insight of omni-channels, digital behaviors and path to purchase.

· Extensive experience reviewing data, manipulating data, and developing insights

· Strong Commercial and analytical skills with the ability to drive data-driven optimizations and business performance.

· Ability to influence and effectively collaborate with multiple stakeholders across technology and commercial functions.

· Keen attention to detail and strong project management skills and interpersonal capabilities with knowledge in agile project management with ability to deliver against timelines in a matrixed environment.

· Excellent communication and presentation skills with proficiency in presenting business reviews, market findings and performance updates.

· Outstanding collaboration & relationship management skills and ability to work with and effectively communicate to a dynamic audience.

· Strategic thinking and strong growth mindset.

· Ability to handle ambiguous/changing situations with a positive attitude

· Proficient in MS Office Suite.

· Proficient & fluent in English language

Preferred Skills and Experience:

· Extensive experience presenting findings (storytelling) to internal and/or external customers and providing strategic recommendations.

· Extensive experience of integrated marketing strategy or digital marketing experience and eCommerce experience.

· Experiences in formulating & managing roadmap for digitalization localization / localized digital channels in MNC

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from legendary luxury hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all