Reports to: Hotel Manager / Marketing Director
Department: Sales & Marketing
Work Schedule: Hybrid
- The Digital Marketing & Customer Engagement Executive is a digitally fluent, customer-facing professional responsible for driving the brand's online presence and managing all digital customer interactions.
- This role focuses on planning and executing digital marketing campaigns while serving as the primary voice of the brand across all digital touchpoints (social media, email, live chat, and online reviews).
- The goal is to build an active, engaged online community, convert digital leads, and resolve customer inquiries with a warm, professional, and timely demeanor.
Key Responsibilities
Digital Marketing & Content Creation (60%):
- Plan, execute, and monitor digital marketing campaigns across social media, search engines, andemail newsletters.
- Create highly engaging digital content, including social media posts, graphics, basic video content,and email newsletters.
- Manage the brand's social media calendar, ensuring consistent posting and alignment withpromotional campaigns.
- Monitor website traffic, SEO performance, and social media metrics to optimize campaign reach.
- Identify online trends and customer behavior patterns to refine digital marketing strategies.
Digital Customer Service & Engagement (40%):
- Serve as the primary, warm, and responsive contact for guests across all digital platforms (SocialMedia DMs, comments, Google Reviews, email, and website live chat).
- Promptly and professionally handle online inquiries, bookings, feedback, and complaints.
- Foster an active online community by engaging in conversations, acknowledging user-generatedcontent, and highlighting customer stories weekly.
- Maintain accurate logs of digital customer interactions and feedback in the CRM.
- Escalate complex service issues or negative online reviews to management, ensuring rapid digitalresolution.
Standard Operating Procedures (SOP)
Digital Customer Interaction:
- Acknowledge and respond to all social media messages, comments, and live chats within 1 hour during shift hours.
- Respond to customer emails and digital inquiries within 2 business hours.
- Log all digital inquiries and resolutions in the CRM database daily.
- Address and flag unresolved complaints or negative reviews within 12 hours.
Marketing & Content Execution:
- Finalize the monthly digital content and promotional calendar by the 25th of the preceding month.
- Post high-quality content on active social media channels at least 3 to 5 times per week.
- Distribute the biweekly email newsletter to the customer database on schedule.
- Submit a biweekly digital performance report covering campaign reach, engagement rates, and leadconversions.
- Propose 2 actionable, data-driven improvements per report based on digital traffic and feedbacktrends.
- Bachelor's Degree in Marketing, Communications, Business, or a related field.
- 2-3 yearsof proven experience in a digital marketing or social media management role. Experience in the hospitality or service industry is a strong advantage.
- Proficiency in social media management tools (e.g., Meta Business Suite, Hootsuite, Buffer) and CRM software.
- Strong understanding of SEO, Google Analytics, and social media advertising (Meta Ads).
- Experience with graphic design tools (e.g., Canva, Adobe Spark) and basic video editing software.
- Competency in email marketing platforms (e.g., Mailchimp, Sendinblue).
- Exceptional Communication:Excellent written and verbal communication skills; ability to adapt tone to reflect the brand's warm and professional voice.
- Customer-Centric Mindset:A genuine passion for customer service and community building.
- Agility & Adaptability:Ability to thrive in a fast-paced environment, manage multiple projects, and think on your feet to resolve issues quickly.
- Analytical Mindset:Comfortable with data; able to interpret analytics to make informed decisions.
- Creativity:A keen eye for aesthetics and the ability to generate original, engaging content.