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Vice President, E-Commerce, Digital Customer Exper

Business Unit:  Head Office
Location:  Hong Kong

The Peninsula Hotels operate some of the finest hotels in the world. As we embark on growing our global digital footprint with a strong emphasis on Greater China, we are seeking a VP of E-commerce, Digital Customer Experience and Marketing to lead our group wide strategy. This role will oversee internal and external e-commerce, digital customer experience, digital marketing, premium guest engagement-intelligent-analytics, and customer relationship management (CRM) programs with the intention to develop revenue generating sales and marketing promotions.


  • Global strategic sales and marketing opportunity based in Hong Kong
  • Report directly to the global SVP, Sales and Marketing in addition to leading a highly capable team and partner vendors
  • Hands on role with the ability to impact decisions whilst adding value to group wide initiatives and programmes


Key Accountabilities


  • Recommend, develop and implement annual e-commerce, digital customer experience, digital marketing, guest engagement-intelligent-analytics, and customer relationship management (CRM) programs for The Peninsula Hotels and The Peninsula Hotels Shopping Arcades) global strategies and activities with a mandate to increase brand awareness, repeat business, acquisition, and user engagement to achieve the annual guest direct revenue budget.
  • In collaboration with Greater China’s Vice President of Sales & Marketing, and Regional Director of Digital Customer Experience and Marketing, develop, implement and support Greater China specific strategies and activities
  • Oversee and work closely with Hotel Operations Digital Marketing teams to ensure optimal digital and social online performance, implementation of group CRM, digital marketing, and social media initiatives, and ensuring that the “digital playbook” brand standards are adhered to.
  • Lead, drive and manage the E-Commerce, Digital Marketing and Digital Customer Experience teams to ensure relevant KPI’s, analysis, acquisition growth and commercial goals are achieved pertaining to the Global Customer Database, Premium Guest Engagement (PenKey) and CRM.
  • Own the global performance marketing channels and provide guidance on supplemental local tactics to meet guest direct revenue budgets; develop and implement global online tactical campaigns, campaign management and the establishment of new channels that are potential group revenue streams
  • Recommend actions and manage all external agency partnerships, vendors, and contracts (i.e. digital production, advertising, performance marketing, social media, etc.)
  • Collaborate and seize opportunities to work with senior colleagues within the Sales and Marketing department both in the corporate office and regional offices to ensure a cohesive approach and synergies are maximizes to achieve annual hotel budgets and increased brand awareness.


General requirements


  • 10 years + leading digital marketing, e-commerce and CRM programs for luxury retail or luxury hospitality groups
  • Strong understanding of global trends including the Greater China region.
  • Strong analytical leader with interpersonal skills who can convey complex data to non-technical persons and create tactical sales and marketing plans
  • Ability to lead financial and commercial discussions.
  • Ability to remain strategic yet be hands on, influence senior stakeholders and vendors whilst playing a coaching role to hotel based colleagues.


This position is open to suitably qualified seasoned digital marketing and e-commerce divisional leaders and will be based in the HSH group corporate office in Central, Hong Kong. We are delighted to invite you to submit your resume confidentially and look forward to liaising with qualified applicants directly.




About The Peninsula Hotels

All over the world, The Peninsula brand is synonymous with glamour and style. Our hotels, located in the world’s most exciting cities, offer stunning facilities, world-class service and a unique combination of tradition and innovation. We are proud of our heritage, and delighted to be training the hoteliers of the future with specialised career opportunities in food and beverage, engineering, technology, sales, marketing, operations and more.

Requisition ID:  28122