Senior Manager, Shangri-La Circle (Digital Analytics)

Shangri-La Group

Headquartered in Hong Kong SAR, the Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities. Today, the Group owns, operates and manages 100+ hotels under our family of four brands: Shangri-La, Kerry Hotels, JEN by Shangri-La, and Traders.

We are part of Kuok Group, one of Asia's most dynamic multinational conglomerates and a leader in properties, logistics, agribusiness, maritime and hospitality. From our strong base in Asia, we have expanded into key gateway cities and markets around the world. Our properties sit on some of the world’s most prestigious addresses and exotic destinations. Through the environments we have created, we enable people to come together to live, work, play, eat, and rest well.

Based in Hong Kong and reporting to the Vice President, Digital Platforms will be responsible for eCommerce platform and digital business development of retail product portfolio (boutique, amenities & F&B products) in both China and RoW. Partnering with our Hotel, HQ & Regional Marketing and Technology teams, the role will work closely with the business leaders to device a solid strategy to commercialize the capabilities and optimize the cost and spending. The Digital Platforms team will share accountability for the channel commercial performance, including but not limited to traffic, active users, bookings and guest experience.

As our Senior Manager, Shangri-La Circle (Digital Analytics), we will rely on you to:

• Act as the eCommerce Product Owner to establish our digital retail product business roadmap and strategy. Responsible for the platform design and its end-to-end delivery, with customer experience as #1 priority
• Lead a growing team to analyze digital and sales activities performance and provide recommendations or key learnings wherever required. Provide HQ level governance and support on the operational aspects of our e-commerce business across different regions, ensuring alignment with local market trends, regulatory compliance, and logistical efficiencies
• Collaborate with hotel and regional leads to streamline digital priorities based on local market realities - including UX/UI enhancements, payment, e-commerce, social commerce and analytics
• Laise with various stakeholders and mobilize internal resources to expand our retail product market share, including CRM, marketing automation, personalization & optimization tools and other sales tactics
• Explore external retail partnership opportunities and identify the high vale leads for Shangri-La Digital Business development
• Conduct regular internal forums to demonstrate new product features and to maximize the buy-in and adoption of the product within internal business teams and external market partners
• Continuously monitor global e-commerce trends and competitor strategies. Adapt and innovate to maintain a competitive edge in each market, leveraging data analytics to inform decision-making

We are looking for someone who has/ is:

• Minimum 8 years working experience in a Digital Product or eCommerce business development, at least 4 years at managerial grade leading digital project implementation
• University Degree, preferably in digital, communication, marketing and business administration or equivalent
• Hands-on experience in building an eCommerce site, i.e. Shopify, Magento, or equivalent China EC platform
• Solid experience in managing fulfilment and logistic partners. Proven experience in running EC business China will be a plus
• Customer-obsessed mindset, who will listen, engage and act for their benefits. Profound understanding of UI/UX design best practice
• Knowledge of WeChat, Web, iOS and Android deployment and product management
• Utmost attention to detail for all facets of the software development, delivery and operations process
• Proven ability to work with and provide leadership to all members of a diverse project team and define product specifications and driving through development process
• Solid understanding of the hospitality market and evolving tech landscape
• Experience in digital and/or ecommerce operating models
• Willing to travel on an occasion basis