Come grow with a company where purpose and possibility meet. Starwood Hotels is home to some of the most dynamic brands in the world. We exist to improve the planet-one hotel at a time-and we're defined by impact, purpose, and a deep respect for the world around us. (And yes, we even compost our bad ideas.).
1 Hotels invites guests to live in rhythm with nature-offering spaces that restore, inspire, and come alive from day to night, where sustainability, wellness, and social energy exist in thoughtful balance.
Treehouse Hotels brings back the wonder of childhood hideaways-cozy, curious, and just a little mischievous. It's a place to play, dream, and drift off the script, where handcrafted details and nostalgic touches turn every stay into a story.
Baccarat Hotels carries forward a 250-year legacy and the spirit of l'art de vivre-the French art of celebrating life-with beauty, ritual, and moments of delight.
Recognized by Newsweek as a 2024 Most Loved Workplace, Starwood fosters a culture where creativity thrives, collaboration is second nature, and people are valued for who they are and what they bring. If you're ready to bring your whole self to a team where thoughtful work leaves a lasting mark-you belong here.
The Opportunity
As the Senior Manager of Digital Performance & CRM, you love using data-driven insights to achieve measurable results. You'll lead a continuous process of optimizing key performance metrics throughout the guest journey across all digital channels-ideating, prioritizing, testing, analyzing, and implementing when successful. You'll also help us better understand our guests in order to deliver more effective communications and personalized hospitality. As a member of our home office commercial team, you'll support all verticals (rooms, food and beverage, spas, events and meetings, retail) and all properties globally.
Responsibilities:
- Digital Paid Media: With our agency partner, continually test and refine channels, strategies, and tactics to improve return on ad spend and cost per acquisition / cost of revenue. Manage monthly budgets and monitor weekly pacing and performance, making adjustments to optimize. Support integration of paid media platforms with Salesforce Marketing Cloud, developing and executing audience and campaign strategies utilizing guest data. Communicate with property revenue and marketing leaders on priorities, need periods, and opportunities.
- Web: With our agency partner, continually test and refine strategies to improve qualified traffic, engagement, goal completions, conversion rate, revenue, and other KPIs. Implement heatmaps, surveys, and optimization tests via PageSense to gain actionable user insights. Support project management of ongoing site maintenance. Support launches of new sites, features, and integrations. Support implementation of Salesforce Marketing Cloud Personalization, developing and executing content personalization strategies.
- SEO: With our agency partner, review monthly reports to identify insights, anomalies, and opportunities. Ensure maintenance of all business/local listings on Google and other key sites via Yext. Identify content opportunities and collaborate with team to develop brand-relevant content. Stay abreast of new developments in search, including new channels like generative AI and TikTok.
- Email: Build, deploy, and maintain marketing and transactional email campaigns/journeys. Leverage personalization and dynamic content to improve performance. Develop tests to optimize open rate, click-through rate, conversion, and revenue. Review analytics to identify actionable insights.
- Mobile: Identify opportunities to improve mobile app marketing and guest experience, in collaboration with cross-vertical Guest Journey team.
- CRM: Support ongoing enhancement of Salesforce and comprehensive guest journey. Develop strategies to leverage guest insights for actionable improvements in marketing and guest experience. Implement and maintain email and mobile journeys (automated campaigns). Manage data sources/lists and manual imports.
- Loyalty: Collaborate in developing and implementing strategies to grow member acquisition, engagement, and bookings. Contribute to member/guest support on technical issues.
- Reporting & Analytics: Maintain various existing weekly, monthly, and yearly digital reports, and develop new reports as needs arise. Analyze reports to provide actionable insights. Help communicate insights and resulting actions with the broader organization.
Qualifications:
- 5+ years in digital performance marketing, directly responsible for budget management and conversion/revenue
- Proficient in Google Analytics, Google Search Console, and major ad platforms (Google, Microsoft, Meta, TikTok)
- Experience with Salesforce (Sales/CRM, Marketing, Loyalty Clouds) is strongly preferred; similar CRM and email platform experience will be considered
- Experience with Tableau, Funnel.io, DerbySoft, Drupal, PageSense, Yext, and other SEO tools is advantageous