Digital & E-commerce Assistant Manager

Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.

Reporting to the Cluster Director of Sales & Marketing, the Digital & E-commerce Assistant Manager supports the execution of digital marketing and e-commerce initiatives to drive direct revenue, enhance brand presence, and optimize the hotel's digital channels in line with brand standards and commercial objectives.

 Key Responsibilities

• Assist in developing and executing the annual digital marketing strategy aligned with hotel business objectives.
• Plan, coordinate, and monitor digital campaigns across paid search, display advertising, email marketing, social media, and remarketing platforms.
• Work closely with the Marketing & Communications team to ensure brand consistency across all digital channels.
• Support content creation, photography, video, and promotional campaigns to drive engagement and revenue.
• Manage and maintain the hotel's website and booking engine, ensuring content accuracy, brand compliance, functionality, and timely updates of promotional offers, landing pages, and seasonal campaigns.
• Monitor website performance and user experience, recommending and implementing improvements to increase traffic, engagement, conversion rates, and direct bookings. Monitor online travel agency content accuracy, rate parity, and promotional opportunities.
• Collaborate with Revenue Management to optimize online merchandising and conversion strategies.
• Ensure all digital channels reflect current hotel offerings, pricing, and brand standard
• Recommend improvements to increase traffic, engagement, and conversion rates.
• Monitor digital performance metrics including website traffic, conversion rates, booking pace, campaign ROI, and online revenue.
• Produce regular reports and dashboards with insights and recommendations.
• Analyze guest behaviour and market trends to identify opportunities for growth.
• Support social media planning and campaign execution in collaboration with the Marketing team.
• Monitor online guest reviews and reputation platforms.
• Assist in implementing initiatives to improve guest engagement and online reputation scores.
• Work closely with Revenue Management, Sales, Reservations, Operations, and Corporate Marketing teams.
• Liaise with external agencies, media partners, and technology vendors where required.
• Support hotel promotional events and marketing activations.
• Digital Analytics: Manage Google Analytics 4 (GA4), and other reporting platforms to monitor website and campaign performance.
• SEO: Support on-going SEO initiatives including keyword optimization, SEO recommendations, and content optimization to improve organic visibility.

• Bachelor’s degree in Marketing, Digital Marketing, Hospitality Management, Business, or a related field.
• Minimum 3 years’ experience in digital marketing, e-commerce, or hospitality marketing.
• Experience in the hospitality industry is highly desirable.
• Hands-on experience with Google Analytics, Google Ads, Meta Business Suite, SEO, and email marketing platforms.
• Strong analytical and commercial mindset.
• Excellent communication and interpersonal skills.
• Highly organized with strong attention to detail.
• Creative thinking and problem-solving ability.
• Ability to manage multiple priorities in a fast-paced luxury hospitality environment.

• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Knowledge in AI powered tools and emerging design technologies.
• Ability to create engaging short-form video content for social media platforms. Familiarity with basic animation or motion graphic tools is an advantage. Knowledge of hotel booking engines, CRS, CMS platforms, and OTA management is an advantage.
• Strong collaboration and stakeholder management skills across departments.
• Ability to work effectively in a fast-paced luxury hospitality environment.