The Manager, Digital & E-Commerce Strategy is responsible for advancing The Plaza鈥檚 digital presence and e-commerce performance through thoughtful strategy, refined execution, and data-driven decision making. This role oversees the hotel鈥檚 digital ecosystem鈥攊ncluding brand websites, e-commerce platforms, online distribution channels, and paid media鈥攅nsuring an intuitive, elegant, and conversion-focused guest journey that reflects The Plaza鈥檚 commitment to timeless luxury and service excellence.
Reporting to the Commercial Director, the role partners closely with Brand, Public Relations, Corporate E-Commerce, Retail, and external agencies to deliver cohesive digital initiatives that support revenue growth, brand integrity, and guest engagement.
Key Responsibilities
Digital & E-Commerce Strategy
- Lead the strategic management of e-commerce and digital platforms to drive qualified traffic, conversion, and revenue
- Ensure accuracy, consistency, and brand alignment across all digital touchpoints
- Identify opportunities to enhance the digital guest journey through usability, content optimization, and performance insights
- Partner with cross-functional teams to develop and execute digital initiatives aligned with business priorities
- E-Commerce Oversight: Support the planning and execution of digital merchandising and ecommerce site content to drive conversion and revenue, including homepage strategy, collection launches, gifting features, and email marketing.
- Business Analysis: Partner with the Retail Team to monitor and analyze business trends, managing inventory flow and sell-through rates. Communicate actionable insights to the Operations Team
Website & Content Management
- Oversee content development and updates across brand websites, including hotel, dining, events, and experiential pages
- Ensure all digital content reflects Fairmont brand standards, storytelling principles, and luxury positioning
- Author, edit, and refine digital copy to elevate clarity, tone, and guest appeal
- Participate in content planning, photography, and video initiatives to support digital storytelling
Search, Paid Media & Online Visibility
- Lead SEO and SEM initiatives in collaboration with corporate teams and agency partners
- Implement keyword strategies, metadata enhancements, and on-page optimization
- Oversee paid digital initiatives including display advertising and select digital partnerships, ensuring efficient use of budget
- Manage listing site presence and inbound link strategies to strengthen visibility and search performance
Online Distribution & Partnerships
- Manage content, imagery, and positioning across OTA platforms in partnership with corporate and market managers
- Maintain strong relationships with technology, marketing, and distribution partners
- Identify opportunities to enhance reach, performance, and return on investment across digital channels
Social, PR & Brand Engagement
- Collaborate with Public Relations and Social Media teams to support integrated digital storytelling and campaign execution
- Assist in influencer, media, and digital partnerships that align with Fairmont鈥檚 brand values and audience
- Support online reputation, editorial opportunities, and digital communications initiatives as needed
Analytics & Performance Reporting
- Monitor and analyze key digital performance metrics including traffic, conversion, revenue contribution, and engagement
- Prepare and present monthly reporting with insights, trends, and strategic recommendations
- Translate data into clear actions that support continuous improvement and business growth
Skills & Competencies
- Strategic thinker with a refined understanding of luxury brand positioning
- Strong analytical capabilities with a results-oriented mindset
- Exceptional written and verbal communication skills
- Highly organized, detail-driven, and able to manage multiple initiatives concurrently
- Collaborative, adaptable, and confident working across teams and partners
Technical Skills
- Experience with e-commerce platforms and content management systems
- Proficiency in Google Analytics and digital performance tools
- Working knowledge of SEO/SEM best practices and paid media
- Familiarity with Microsoft Office applications
- Basic HTML knowledge an asset