E-Commerce Performance & Support Manager

Job Location:

Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best.

Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners.

Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most.

The Regional eCommerce Performance & Support Manager will be responsible for supporting the performance and development of eCommerce across Minor Asia, with a key focus on improving Web Direct Share, direct conversion and direct revenue.

The role will analyse property performance, identify business opportunities, recommend and follow up on actions, share best practices and work directly with hotels to improve their eCommerce performance.

The role will also manage regional support for hotels with eCommerce resource gaps and provide task-force support to selected properties when required.

The position supports the region's move towards a more centralized eCommerce model by providing a dedicated regional resource between the Asia Regional eCommerce & Distribution team and the properties.

eCommerce Business Analysis:

• Conduct regular analysis of eCommerce performance across Minor Asia hotels, including Web Direct Share, website traffic, conversion rate, direct revenue, booking value, OTA contribution and other relevant KPIs.

• Analyse performance by property, brand, source market, channel and booking period to identify trends, gaps and commercial opportunities.

• Review month-on-month and year-on-year performance to identify significant changes and understand the key drivers behind performance movements.

• Identify hotels with declining direct performance or significant changes in Web Direct Share and provide clear findings and recommendations.

• Analyse direct digital campaign performance, including revenue, spend, ROAS, conversion and market performance, and identify opportunities for optimisation.

• Analyse the relationship between direct and OTA performance to identify opportunities to increase direct contribution where appropriate.

• Review website and booking funnel performance to identify potential conversion gaps and opportunities for improvement.

• Analyse source market and booking behaviour to identify opportunities to improve direct conversion from priority markets.

• Consolidate property-level findings into regional insights and highlight key issues requiring attention from the Regional Director and property teams.

• Develop and maintain regular analysis, reporting and dashboards to provide a clear view of regional eCommerce performance.

• Track the impact of recommended actions and assess whether they are contributing to improvements in direct performance.

• Identify recurring performance issues across multiple properties and recommend regional solutions or best practices.
   

Analysis to Commercial Action:

• Translate data and performance analysis into clear commercial recommendations and action plans for priority hotels.

• Work with property eCommerce, Commercial, Sales & Marketing, Revenue and Distribution teams to validate findings and agree on priorities.

• Challenge existing activities and recommend changes where performance or results are not meeting expectations.

• Follow up with properties on agreed action plans and monitor progress against agreed objectives.

• Measure the impact of implemented actions and provide recommendations for further optimisation.

• Escalate significant performance gaps, risks or opportunities to the Regional Director of eCommerce & Distribution with clear analysis and recommended actions.

Direct Conversion & Web Direct Share:

• Work directly with properties to identify opportunities to improve Web Direct Share and direct website conversion.

• Review property digital activities, campaigns, offers, content, market targeting and distribution mix to identify potential conversion opportunities.

• Recommend practical actions based on property performance, market trends and booking behaviour.

• Support priority Avani and NH hotels where direct performance is below target.

• Monitor the progress of agreed initiatives and identify where further intervention is required.

• Share successful initiatives across the region and support properties in adopting proven practices.

Regional Best Practice & Sharing:

• Identify successful eCommerce practices from high-performing hotels and markets across Minor Asia.

• Share relevant best practices with property teams and support their implementation.

• Develop practical tools, guidelines and processes to improve consistency in eCommerce execution across the region.

• Support knowledge sharing between properties and encourage the adoption of proven eCommerce practices.

• Identify common challenges across properties and recommend solutions that can be applied at regional level.

Property eCommerce Support & Task Force:

• Provide eCommerce support to hotels that do not have a dedicated eCommerce resource or have temporary resource gaps.

• Manage selected task-force assignments and work with property teams to address immediate eCommerce priorities.

• Review the property's eCommerce performance, identify key gaps and establish clear priorities and action plans.

• Provide temporary eCommerce management support during recruitment, transition periods or other resource gaps.

• Ensure task-force support is focused on key business priorities and measurable outcomes rather than routine administrative work.

• Provide recommendations to the Regional Director on the level and duration of support required for properties with ongoing resource gaps.

Regional eCommerce Projects & Systems:

• Lead or participate in regional eCommerce projects, system implementations and process improvement initiatives.

• Analyse the impact of system, connectivity or process issues on eCommerce performance and work with relevant teams to resolve them.

• Work with regional, corporate and property teams to identify and resolve eCommerce and distribution issues affecting direct business.

• Support the effective adoption and use of Minor Hotels eCommerce systems, platforms and reporting tools.

• Identify opportunities to improve reporting, processes and ways of working across the region.

• Coordinate with internal teams, technology partners and external agencies when required to deliver agreed initiatives.

Stakeholder Management:

• Build strong working relationships with Hotel General Managers, Commercial, Sales & Marketing, Revenue, Distribution and eCommerce teams.

• Present performance analysis and recommendations clearly to property and regional stakeholders.

• Work directly with property teams to agree on priorities and ensure actions are implemented.

• Follow up on performance gaps and challenge where progress or results are below expectations.

• Work closely with the Asia Regional eCommerce & Distribution team to ensure property priorities are aligned with the regional strategy.

• Act as a regional point of contact for assigned properties on eCommerce performance and support requirements.
   

Key qualifications and experience required.

• Minimum 4–6 years of experience in hotel eCommerce, digital marketing, distribution or a related commercial function.

• Strong understanding of hotel eCommerce, direct booking conversion, digital distribution and online revenue generation.

• Strong analytical skills with the ability to interpret data, identify trends and translate findings into practical commercial actions.

• Good understanding of hotel booking systems, eCommerce platforms, digital marketing channels and distribution systems.

• Experience working across multiple hotels, markets or brands is preferred.

• Strong communication and stakeholder management skills, with the confidence to work directly with hotel management and commercial teams.

• Able to challenge performance and recommend actions based on data and business needs.

• Able to work independently, manage multiple priorities and take ownership of assigned projects and properties.

• Strong problem-solving and project management skills.

• Regional or multi-property hotel experience is an advantage.
   

Role Objective:

The overall objective of the role is to strengthen eCommerce capability across Minor Asia by providing in-depth performance analysis, identifying commercial opportunities, translating insights into clear property actions, improving Web Direct Share and direct conversion, sharing best practices and providing regional support where property eCommerce resources are limited.

The role will complement the existing Asia Regional eCommerce & Distribution team by providing dedicated hands-on support at property level while supporting the region's move towards a more centralized eCommerce model.

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