Mandarin Oriental is looking for a Digital Experience Manager to join our Digital team at the London Corporate Office.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

The Digital Experience Manager supports the global digital strategy for the Mandarin Oriental website experience and guest app including the content and booking engine. The role is responsible for updating and managing content, creating exceptional and differentiated digital brand experiences through the website and app in addition to increasing direct bookings via mandarinoriental.com. 

The Digital Experience Manager will work with corporate and hotel stakeholders to maintain and update Mandarin Oriental’s digital platforms and optimise all aspects of the Group’s digital approach to drive guest conversion. The role requires high levels of organisation and prioritisation to manage content requests from hotels and other stakeholders.

The Digital Experience Manager is tasked with maximising revenue growth via direct web platforms. The role maintains strong digital and retailing acumen, to enhance our customer digital experience and drive conversion rate improvements across auxiliary products including Gift Cards, Food & Beverage, Spa & branded products.  

The Digital Experience Manager is responsible for coordinating and retailing hotel content, delivering a customer-centric web and app experience while utilising retailing best practices to drive customer engagement & purchases. 

The role maintains exceptional problem-solving and communications skills and is naturally creative, pragmatic, and collaborative. As well as utilising eCommerce best practice to inform web strategy, the Digital Experience Manager will incorporate data & analytics inputs to improve customer flow & generate increased revenue.

As a Digital Experience Manager, you will be responsible for: 

• Possess a strong knowledge of the eCommerce space including competitive strategies, marketing strategies, product development, consumer research, usability best practices and industry trends.

• Conduct regular audits of the website and app to identify areas for improvement and optimisation.

• Utilise analytics tools to track user behaviour and make data-driven decisions for continuous improvement.

• Test & implement established eCommerce tactics such as Web Personalisation, Basket Abandonment, Upselling, purchase prompting, etc. to drive website conversion rate & increase revenue generation.

• Work cross-departmentally to optimise MOHG eCommerce strategies and analyse where there is room for improvement.

• Support wider efforts to build an effective marketing plan for MOHG products providing digital input & expertise.

• Cultivate standards, systems and best practice for content creation, distribution, maintenance, and new product listings.

• Work with partner vendors and internal digital team to continuously improve customer purchase experience.

• Be an ambassador for Mandarin Oriental’s customer-first approach

As a Digital Experience Manager, we expect from you:

• Minimum of 5 years’ experience operating in Digital/eCommerce, with a demonstrable track record in delivering compelling digital experiences.

• Comprehensive understanding of all aspects of website operation, particularly Sitecore CMS and Frontify DAM.

• Experience of working within JIRA and managing multiple ongoing tasks/requests.

• Strong project and stakeholder management skills.

• Comfort working in an agile and constantly evolving environment.

• Self-starter with the ability to set direction and execute.

• Proficiency in Microsoft Office tools including Microsoft Excel, pivot tables, charts and statistics.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?