Responsibilities

• Lead the Enhancement of the Digital Guest Experience - Systematically map, evaluate, and refine Peninsula's digital customer journey, encompassing initial digital engagement, to inspiration, personalisation, and seamless transactional process
• Optimise digital experiences across all core revenue driving aspects of the company, including guest room research and bookings, food and beverage (bars and restaurants), meetings & events, spa & wellness, as well Peninsula signature events.
• Lead UX/UI enhancements, personalisation, and A/B testing of Peninsula digital products to improve engagement and conversion on Peninsula’s direct digital channels
• Collaborate with leadership from IT, Brand Marketing, Revenue Management, Sales, Operations and other teams to develop best-in-class guest facing digital products, and to support integration with key platforms including Property Management Systems (PMS), Central Reservation Systems (CRS), Customer Relationship Management platforms (CRM), Table Management Systems (TMS), Spa Booking Engines, and other backend platforms
• Lead future planning for evolved content management system (CMS) and headless content strategies, supporting optimal workflows and multi-channel content distribution
• Lead evolving CRM, CDP and loyalty-related technology needs, including guest facing profile and preference management, online spend/tier tracking, etc, as well as supporting efforts to pass relevant guest data points to operational-level systems for personalisation capabilities with on-property colleagues
• Lead future digital integrations across Peninsula’s business units including but not limited to deeper connectivity between hotel and merchandising E-commerce systems
• Oversee and evolve key relationships with global digital agency partners who support Peninsula with outsourced design and development efforts
• Monitor industry trends and emerging technologies that can support Peninsula’s digital transformation including practical use of AI for both internal productivity as well as guest facing personalisation
• Provide data-driven insights to executive leadership on digital commerce performance and opportunities

Requirements

• University degree or higher in a relevant field.
• Solid experience in digital product and CRM development in a leadership capacity, preferably within hospitality or luxury retail.
• Regional or global experience preferred.
• Strong commercial mindset.
• Excellent communication skills and socially adept.
• Fluent English with strong presentation skills.
• Passionate about luxury hospitality.