Cluster E Commerce Manager

Novotel Dubai Gold District Job Purpose The Cluster E-Commerce Manager is responsible for developing, implementing and optimizing the e-commerce and digital marketing strategies for the assigned hotel portfolio. The position focuses on maximizing online revenue, increasing direct bookings, improving website conversion, strengthening digital visibility and enhancing the overall online customer journey across all hotels within the cluster. The role works closely with Revenue Management, Sales, Marketing, Reservations and hotel leadership teams to ensure that digital initiatives support the hotel’s commercial objectives, brand positioning and profitability. The Cluster E-Commerce Manager ensures that all e-commerce activities comply with the applicable brand standards, corporate digital guidelines, and approved commercial strategies. Key Responsibilities eCommerce and Direct Booking Performance Support the growth of direct bookings by reviewing brand website and microsite performance, identifying conversion opportunities and implementing agreed improvements. Maintain accurate and engaging hotel content, including room descriptions, imagery, amenities, offers and booking information, in collaboration with Marketing and the relevant brand teams. Conduct regular reviews of mobile and desktop booking journeys, identifying broken links, outdated information, technical errors and other issues affecting the guest experience. Coordinate website and landing page updates, ensuring promotional content is accurate, timely and consistent with the offer available through the booking engine. Review website traffic, conversion, source markets and booking behaviour to recommend practical actions that improve direct contribution. Coordinate SEO recommendations and website improvements with brand teams and approved partners, within the applicable scope and brand framework. Electronic Distribution and Channel Management Manage daily distribution activities across central reservation systems, channel managers, OTA extranets and other connected platforms. Review rate plans, room mapping, inventory availability and channel configurations, working with Revenue and Reservations to identify and resolve discrepancies. Coordinate approved partner connections, rate plan implementation and distribution updates, maintaining accurate implementation records and following up through to completion. Monitor connectivity and booking delivery, investigating technical issues and coordinating resolutions with hotels, brand support teams and technology providers. Ensure distribution activities follow brand standards, approved commercial arrangements and property revenue strategies. Rate Integrity and Distribution Compliance Monitor pricing across brand websites, OTAs and metasearch platforms, identifying disparities and taking appropriate corrective action. Investigate potential revenue leakage, unauthorised distribution and inconsistent rate availability, including structured test bookings where required. Work closely with Revenue, Reservations and relevant partners to address the source of recurring parity issues. Monitor rate parity scores and maintain a clear record of outstanding cases, actions taken and resolutions. Escalate significant distribution risks to the Cluster Director of eCommerce & Distribution with supporting evidence and recommended next steps. OTA Performance and Partner Management Monitor OTA production, visibility, content quality and conversion, identifying opportunities to improve performance across the portfolio. Maintain accurate hotel information, photographs, room details and amenities across partner platforms, supporting strong content scores. Implement approved promotions, seasonal campaigns and paid visibility activities aligned with hotel priorities, source markets and business need periods. Review the commercial value of partner programmes and promotional opportunities, considering production, acquisition costs and channel profitability. Conduct regular performance reviews with OTA and distribution account managers, agreeing on practical actions and following up on delivery. Digital Campaigns and Investment Performance Support the implementation of approved direct and OTA advertising campaigns in coordination with the Cluster Director, Marketing, brand teams and appointed agencies. Review campaign content, offers, landing pages and booking paths to ensure accuracy, brand compliance and consistency throughout the guest journey. Monitor advertising spend, attributed revenue, conversion, return on advertising spend and cost of acquisition, highlighting opportunities for improvement. Coordinate campaign tracking requirements, including tracking links and reporting inputs, with the relevant teams. Maintain accurate campaign and expenditure records, support invoice coordination and flag discrepancies promptly. Performance Analysis and Commercial Action Prepare regular eCommerce and distribution reports covering direct

Bachelor's degree in E-Commerce, Business Administration, or a related discipline. Minimum 3–5 years of relevant experience in digital marketing, e-commerce, or online distribution, preferably within the hospitality industry. Experience managing digital marketing activities for multiple hotels or hospitality properties will be an advantage. Strong understanding of hotel e-commerce, direct booking strategies and website conversion optimization. Strong analytical, commercial, communication, and project management skills. Ability to manage multiple priorities and collaborate effectively with cross-functional teams.

The Cluster E-Commerce Manager is responsible for developing, implementing and optimizing the e-commerce and digital marketing strategies for the assigned hotel portfolio. Maximizing online revenue, increasing direct bookings, improving website conversion, strengthening digital visibility and enhancing the online customer journey across all hotels within the cluster. Collaborate with Revenue Management, Sales, Marketing, Reservations and hotel leadership to ensure digital initiatives support commercial objectives, brand positioning and profitability. Ensure e-commerce activities comply with brand standards, digital guidelines, and approved commercial strategies. Key duties include: supporting direct bookings growth by reviewing brand website performance, maintaining accurate hotel content, reviewing mobile and desktop booking journeys for issues, coordinating website and landing page updates, analyzing traffic and booking behavior to drive direct contribution, coordinating SEO with brand teams and partners, managing daily distribution across CRS, channel managers, OTAs, and other platforms, reviewing rate plans and inventory with Revenue and Reservations, monitoring connectivity and resolving technical issues, ensuring rate integrity and parity, monitoring OTA performance and content quality, implementing promotions and paid visibility activities, and supporting digital campaigns, analytics, reporting and commercial actions.