Assistant Manager, eCommerce Product and Customer Experience

Who We Are:

Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. and Canada. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; youll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every rolefrom Guest Services to Finance, Culinary to IToffers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer:

• Competitive health & wellness benefits, 401(k) & company match

• Paid Sick Days, Vacation, and Holidays, Paid Bereavement

• Pet Insurance and Paid Pet Bereavement

• Training & Development opportunities, career growth

• Tuition Reimbursement

• Team Member Hotel Rates, other discounts, perks and more

• Many of our Leadership positions are bonus eligible

What Were Looking For:

Passionate about creating seamless digital experiences, the Assistant Manager, eCommerce Product and Customer Experience, sits at the heart of our digital transformation. Partnering with our eCommerce Product & Customer Experience Manager, and collaborating with Commercial and Technical teams, you'll ensure our website, booking engine, and digital assets are top-notch. Deliver high-quality digital asset implementations, meet key milestones, and foster strong communication among all stakeholders.

Who You Are:

• Service oriented team player with strong communication and organizational skills

• Someone who takes initiative and can juggle multiple projects with finesse, ensuring each one is completed with precision

• Dedicated to the details and the deadlines, you always dot every I and cross every T in a timely manner

• Organized and accountable, you see projects through from start to finish with a high level of organization and a sense of accountability

What Youll Do:

• Lead the day-to-day maintenance and administration of all Loews Hotels websites while working closely with other functional support areas including but not limited to IT, Marketing, Distribution, and Customer Engagement Center (CEC)

• Oversee website analytics data platforms such as GA4 as well as managing and creating and distributing website reports to multiple stakeholders and teams

• Manage website Channel Update Requests Form via ServiceNow platform to ensure website updates are completed with approved SLA

• Facilitate management of the ecommerce platform release cycle including business case, feature prioritization, requirements, design, use cases, mockups, process maps, testing, and implementation

• Pitch, build, and test website functionality and tools to increase site performance, user experience, booking conversion, and overall revenue to deliver a high-quality website and booking engine

• Collaborate with Digital Marketing Team on digital media campaign positioning on website

• Prepare weekly, monthly, and quarterly reporting and analysis for SEO and SEM related initiatives

• Work with commercial team members to appropriately represent Loews Hotels branding, campaigns, and hotel attributes

• Analyze website data and distill customer insights, customer struggle points, and conversion opportunities; communicate complicated trends and analysis data to multiple stakeholders

• Collaborate with Manager, eCommerce and Digital Marketing on A/B and Multivariate testing opportunities

• Collaborate with Distribution Team to optimize platform functionality and customer experience

• Support web design and website development partners on all ecommerce projects

• Maintain excellent collaborative working relationships with colleagues and related departments

• Attend all required meetings and/or training sessions and maintain regular attendance in compliance with Loews Hotels & Co standards

• Comply with required departmental and company policies, procedures and service standards and safety regulations and procedures

• Perform other duties as assigned

Your Experience Includes:

Required:

• Associates Degree or equivalent required; Bachelors degree preferred

• Experience working with custom and off-the-shelf Content Management Systems required

• Familiarity with Google Analytics, Adobe Omniture, and Looker Studio

• Strong proficiency with task sequencing, dependencies, and third-party vendor responsibilities for eCommerce platform implementation projects

• Experience with design and server-side languages such as HTML, CSS, and JavaScript

• Working knowledge of SEO best practices

• Ability to effectively communicate, both verbally and in writing, with all levels of employees and guests in an attentive, professional, courteous and service oriented manner

• Must be capable of working independently as well as collaboratively, take a proactive approach, anticipate needs, and demonstrate keen attention to details

• Strong organization and time-management skills with the ability to manage priorities, meet deadlines, and be flexible based on business requirements

• A solid background in hospitality, with experience in technical, operational, and cross-functional projects

• An acute attention to detail, and the dedication to see projects through from start to finish with a high level of organization and a sense of accountability

Preferred:

• Experience in UX and mobile design highly preferred

• Project and product management certifications

• Project management software experience (MS Project or equivalent)

• Familiarity with Sabre SynXis CRS, Oracle Opera database, and Hospitality (Micros) products

• eCommerce payment solutions experience