eCommerce Customer Support Manager jobs in State College, PA

The Senior Manager will be responsible for driving increased market share and revenue through focused hotel-level activity.   

 This role will ensure hotels have adequate online presence and visibility to drive online channel performance. This includes overseeing the performance of hotel digital direct channels, retailing management and social media, as well as facilitating connections between hotels and enterprise or area activities. The role will also provide hotels with comprehensive guidelines and best practices across various subjects and topics, with a focus on activities that generate revenue.

The Senior Manager needs to assist hotels in improving work efficiency, developing & controlling content quality from the perspective of hotel needs to drive more traffic to Hilton digital direct channels and further enhance the conversion rates.

This role will seek out and recommend use of technologies and platform for test-and-learn applications to drive competitive advantage, revenue, and plan ROI.

He/she will be responsible for creating efficient processes that will support hotels and market needs, as well as leading Omni channel projects that benefit the enterprise and different departments across Regional Marketing & eCommerce.

What will I be doing?

You will be responsible for delivering the tactical execution of Marketing & eCommerce Consulting programs and initiatives, which support and drive transactions for Hilton digital direct channels in GCM.  

Responsibilities include but are not limited to:

      Lead and develop content creation process for hotels, to enhance the overall experience of Hilton's branded digital outlets  

      General tactical support of SEO initiatives such as keyword research and recommendations, developing meta titles and descriptions, and optimizing for local search 

      Lead  incremental projects that support team goals, from operational to innovation

      Building enterprise knowledge and leveraging Marketing & eCommerce Consulting best practices

      Managing intake of hotel-level requests via phone and email including appropriate dispositioning and assigning to appropriate resource while also resolving basic inquiries across GCM hotels and ownership groups.

      Develop a plan and strategy to ensure Hilton branded hotels are best represented on third party sites such as OTA's

      Support all new opening hotels in GCM

      Provide insight to performance by channel, geography and hotel level 

      Build a day-to-day workflow to create efficiency across the estate    

What are we looking for?

An Senior Manager Marketing & eCommerce Consulting serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

Required Skills and Experience:

      Strategic planning ability

      Project Management skills

      Effective communication, collaboration & presentation skills

      Solid experience in project management 

      Strong people and/or stakeholder management experience (Stakeholders include Directors and VP leaders)

      Experienced in strategically developing and executing marketing strategy plans 

      Marketing & eCommerce expertise

      Analysis and reporting experience at regional and hotel level

      Lead and develop content creation process for hotels

      Experience in developing, leading, and planning a strategy to optimize brand presence on third party sites 

      Proficiency with MS Office Suite.

Preferred Skills and Experience:

      Extensive experience in project management experience.

      Strong people management experience.

      Extensive experience in strategically developing and executing marketing strategy plans 

      Extensive digital marketing experience 

      Proficiency with MS Office Suite.

      Experience working in the Hospitality and/or travel industry.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!