Regional Director - Digital Customer Experience

The Peninsula Hotels operate some of the finest hotels in the world. As we embark of growing our Greater China business, we are seeking a Regional Director of Digital Customer Experience who will oversee for The Peninsula Hong Kong, Shanghai and Beijing e-commerce, digital marketing and digital customer experience functions.

• The role be based at The Peninsula Beijing and oversee the Greater China 
• Report directly to Senior Vice President, Sales & Marketing, Greater China
• Be a senior leader developing digital marketing strategy to drive sales and marketing promotions, CRM growth and ultimately increase revenue

Key accountabilities

• Recommend, develop and implement annual Greater China E-Commerce, digital marketing, digital customer experience, guest engagement/intelligent/analytics, and customer relationship management China strategy and activities with a mandate to increase user / tenant engagement and brand awareness to achieve the annual guest direct revenue budget.
• Oversee Greater China Customer Relationship Management, with a focus on guest and tenant satisfaction and on fostering relevant partnerships, retention, and engagement to support tenant sales, drive arcade leasing revenue, increase member acquisition, and grow direct guest revenue.
• Recommend actions and manage Greater China agency partnerships and contracts (i.e. advertising, performance marketing, social media, etc).
• Oversee and work closely with Head Office and Greater China Hotel E-Commerce & Digital Marketing to ensure optimal online performance and the implementation of China initiatives and brand standards according to policy.
• Oversee Greater China Customer Analytics to define Key Performance Indicators (KPIs), increase guest loyalty and acquisition.
• Collaborate and seize opportunities to ensure a cohesive approach across sales, revenue and channel distribution to drive synergies by maximising China sales and marketing strategies and actions to increase brand awareness and to achieve business target of China source business (domestic & outbound combined).
• To set, prepare and cascade the annual Greater China digital customer experience and marketing plan and budget, which is fully in line with the Group Sales & Marketing strategies and set annual Greater China digital customer experience and marketing targets for Greater China team.
• Recommend, develop and oversee Greater China Digital Customer Experience & Marketing annual budgets.

General requirements

• 10 years + managing e-commerce, digital marketing, data analytics and customer relations management strategies across the Greater China region.
• Strong working experience in the consumer luxury or service industry high preferred
• In depth acumen and experience with various tools relating to CMS, digital marketing (SEO, SEM, Revinate, etc.), guest engagement, customer relationship management expertise.
• Ability to lead financial and commercial retail discussions.
• University degree or higher in relevant field
• Native Mandarin; Excellent writing and presentation skills; Business level spoken and written English

We are delighted to receive your resume and will liaise directly with suitable applicants. Please note, we will only consider candidates who have the right to work and live in China only.