Digital E-commerce Manager

A breaker of boundaries, the hotel is ideally placed between the mavericks of Chinatown and the makers of the CBD. Today, Duxton Hill is Singapore’s most up-and-coming neighbourhood, featuring barista cafes, world-class eateries and bars, art galleries and independent boutiques. Now Mondrian arrives at the top of that hill.

The Digital E-commerce Manager is responsible for driving online revenue, direct bookings, and digital performance for the hotel. The role works closely with Revenue Management, Reservations, Sales, Marketing, and Accor/Ennismore Corporate Digital teams to optimize the hotel’s digital presence, improve conversion, maximize revenue opportunities, and leverage data and AI-driven insights to enhance commercial performance.

Key Responsibilities

Direct Booking Strategy

• Drive growth of direct bookings through the hotel website.
• Improve the website booking journey and conversion rate.
• Develop and execute campaigns to encourage guests to book direct.
• Partner with Corporate Digital teams on direct booking initiatives and best practices.

Website & Content Management

• Manage website content, promotions, packages, offers, and landing pages.
• Ensure content accuracy and alignment with brand standards.
• Work with Accor/Ennismore Corporate teams on website enhancements and digital initiatives.

Digital Marketing

• Plan and manage paid digital campaigns (Google Ads, Meta, display advertising).
• Coordinate SEO and SEM activities.
• Support email marketing campaigns and customer database initiatives.
• Monitor campaign performance and optimize return on investment.

Ecommerce & Distribution

• Ensure online rates, packages, and promotions are accurately displayed across all channels.
• Work closely with Revenue Management on pricing strategies, offers, and digital merchandising.
• Manage OTA performance and coordinate merchandising opportunities with partners such as Booking.com, Expedia, Agoda, and Trip.com.
• Collaborate with Corporate Digital and Distribution teams on channel strategies and initiatives.

Analytics & Reporting

• Monitor website traffic, booking conversion, revenue performance, and campaign results.
• Analyze Google Analytics, booking engine data, and channel performance.
• Provide insights and recommendations to improve digital performance.
• Support Corporate reporting requirements and digital performance reviews.

Loyalty & CRM

• Promote ALL – Accor Live Limitless membership and Ennismore Dis-loyalty programs.
• Drive member acquisition and encourage direct bookings.
• Support CRM campaigns and guest engagement initiatives.
• Work with Corporate teams on campaigns and member communications.

Cross-functional Collaboration

Work closely with:

• Revenue Management on pricing, promotions, and digital revenue strategies.
• Reservations to enhance the booking experience and conversion opportunities.
• Sales on corporate and leisure campaigns.
• Marketing on brand content, social media, and campaign execution.
• Accor and Ennismore Corporate Digital, E-commerce, Distribution, and CRM teams on regional and global initiatives.

Key Performance Indicators (KPIs)

• Direct booking revenue growth
• Website conversion rate
• Website traffic and engagement
• Cost of acquisition
• Return on ad spend (ROAS)
• Google Ads performance
• Email campaign open and conversion rates
• OTA contribution versus direct contribution
• ALL member enrollments
• Campaign performance and ROI