Cluster E-Commerce Manager

Job Purpose

The Cluster E-Commerce Manager is responsible for developing and executing e-commerce strategies across the cluster to maximize online revenue, increase direct bookings, strengthen digital presence, and optimize performance across hotel websites, OTAs, and other digital distribution channels.

Key Responsibilities

• Develop and implement e-commerce strategies aligned with the commercial objectives of each property.
• Drive online revenue and increase direct booking contribution.
• Identify opportunities to improve conversion, visibility, and overall digital performance.
• Work closely with Revenue Management to ensure online promotions and strategies support revenue objectives.
• Monitor market trends, competitor activities, and digital opportunities.
• Manage and optimize hotel website content, offers, packages, and promotions.
• Ensure property information, images, descriptions, and offers are accurate and up to date.
• Support initiatives to improve website traffic, conversion rates, and direct bookings.
• Coordinate landing pages and online campaigns in line with brand standards.
• Manage and optimize hotel presence across key OTAs and online distribution platforms.
• Ensure accurate content, images, facilities, room descriptions, and promotional information.
• Develop and manage OTA promotions to maximize visibility and revenue opportunities.
• Monitor ranking, conversion, production, and competitor positioning.
• Work with Revenue and Reservations teams to resolve online distribution issues.
• Coordinate digital campaigns with Marketing, Sales, Revenue, and relevant corporate teams.
• Support paid search, metasearch, display, social media, and other digital initiatives where applicable.
• Identify opportunities to strengthen online visibility and customer acquisition.
• Ensure digital campaigns are aligned with property and cluster business priorities.
• Monitor key e-commerce KPIs including online revenue, website traffic, conversion, channel contribution, and campaign performance.
• Prepare regular performance reports and provide recommendations for improvement.
• Analyze booking trends, customer behavior, market performance, and competitor activities.
• Measure campaign effectiveness and optimize activities based on performance.
• Ensure consistent e-commerce standards and strategies across all cluster properties.
• Provide e-commerce guidance and support to each property based on individual business needs.
• Coordinate with property and cluster Sales, Marketing, Revenue, Reservations, and Operations teams.
• Share best practices and identify opportunities that can benefit multiple properties.

Qualifications & Experience

• Bachelor’s degree in Marketing, E-Commerce, Hospitality, Business Administration, or related field.
• Minimum 3–5 years of experience in E-Commerce, Digital Marketing, or Online Distribution, preferably within the hotel or hospitality industry.
• Previous experience managing multiple hotels or cluster responsibilities is an advantage.
• Strong knowledge of hotel websites, OTAs, online distribution, digital marketing, and revenue principles.
• Strong analytical and reporting skills with the ability to translate data into actionable strategies.
• Good knowledge of Microsoft Office and relevant e-commerce/digital platforms.
• Excellent written and verbal communication skills in English.

Key Competencies

• Commercial and revenue-driven mindset.
• Strong analytical and problem-solving skills.
• Digital and e-commerce expertise.
• Strategic thinking and attention to detail.
• Strong communication and coordination skills.
• Ability to manage multiple properties and priorities.
• Results-oriented with a proactive approach.
• Strong teamwork and cross-functional collaboration.