Digital & E-Commerce Strategy Manager

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

The Manager, Digital & E-Commerce Strategy is responsible for advancing The Plaza’s digital presence and e-commerce performance through thoughtful strategy, refined execution, and data-driven decision making. This role oversees the hotel’s digital ecosystem—including brand websites, e-commerce platforms, online distribution channels, and paid media—ensuring an intuitive, elegant, and conversion-focused guest journey that reflects The Plaza’s 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’s 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

• Bachelor’s degree in Marketing, Communications, Business, or related field preferred
• Minimum of 3–5 years’ experience in digital marketing or e-commerce
• Experience within luxury hospitality or premium lifestyle brands strongly preferred
• Flexibility to work varied hours based on business needs
• On-site presence required (remote work not applicable)
• Must be legally authorized to work in the United States

Annual Salary: $85,000 - $90,000

All your information will be kept confidential according to EEO guidelines.