Chief Commercial Officer

About the role

Brand Management - Lead the development, implementation, and continuous enhancement of brand strategies across the hotel portfolio. - Develop and ensure effective implementation of brand toolkits, guidelines, and resources to support consistent brand positioning and execution. - Safeguard brand integrity and ensure consistency across all customer touchpoints, communications, and marketing materials. - Oversee brand performance measurement and recommend initiatives to strengthen brand awareness and guest perception. Marketing - Develop and implement integrated marketing strategies at corporate, country, and hotel levels to support business objectives. - Drive both always-on marketing initiatives and tactical campaigns targeting specific hotels, customer segments, and source markets. - Establish clear marketing KPIs and regularly monitor campaign effectiveness and return on investment. - Oversee annual marketing budgets and ensure effective allocation of resources. Loyalty Programme - Lead the development, management, and optimisation of the Company's loyalty programme. - Drive membership acquisition, engagement, retention, and programme profitability. - Collaborate with internal stakeholders to design and launch promotions and campaigns that increase loyalty participation and member value. - Monitor programme performance and analyse data to improve customer retention and revenue contribution. Customer Relationship Management (CRM) - Develop and implement CRM strategies to maximise customer lifetime value and guest retention. - Establish customer segmentation frameworks and targeted engagement programmes. - Leverage customer insights, analytics, and behavioural data to personalise guest experiences and communications. - Monitor CRM performance metrics and implement continuous improvements to customer engagement initiatives. Digital Marketing and E-Commerce - Lead the Company's digital marketing strategy, including SEO, SEM, social media, email marketing, online advertising, and performance marketing. - Drive online customer acquisition, conversion, and direct booking performance. - Manage relationships with digital agencies, technology vendors, and marketing partners. - Evaluate and implement emerging digital technologies and marketing innovations to strengthen competitive advantage. Brand Website and Digital Platforms - Oversee the development, maintenance, optimisation, and performance of the Company's corporate website and hotel brand websites. - Ensure website content remains accurate, current, engaging, and aligned with brand standards. - Drive website traffic, user engagement, conversion rates, and direct booking performance. - Enhance website functionality, user experience, SEO performance, and digital customer journeys. - Ensure digital platforms effectively support brand positioning, marketing campaigns, and commercial objectives. Partnership Marketing - Identify, evaluate, and establish strategic partnerships that enhance brand visibility and commercial performance. - Negotiate and manage partnership agreements with relevant businesses, organisations, travel partners, and industry stakeholders. - Develop and execute joint marketing initiatives that create mutual value and expand market reach. - Monitor and evaluate partnership effectiveness and return on investment. - Content Strategy and Branding - Lead the development of compelling content strategies that strengthen brand storytelling and customer engagement. - Oversee content creation across digital, social, PR, loyalty, and marketing channels. - Ensure consistency of messaging, visual identity, and brand voice across all communications and platforms. - Develop content that resonates with target audiences and supports business objectives. Commercial Performance and Analytics - Establish and monitor key commercial performance indicators across all channels and markets. - Analyse market trends, customer behaviour, campaign effectiveness, and commercial performance. - Present regular performance updates and strategic recommendations to the CEO and Board. - Utilise data-driven insights to optimise revenue generation and marketing effectiveness.

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