Ecommerce and Digital Marketing Manager

About Fairmont Mount Kenya Safari Club

Experience the charm of Fairmont Mount Kenya Safari Club, a historic hotel celebrated for its dedication to people, wildlife, and the majestic environment surrounding it. Situated within Mount Kenya Wildlife Conservancy and set against Africa's second highest peak, our property offers unique eco-safari adventures and is renowned for blending luxury with the natural beauty of Kenya. Located just a scenic 3-hour drive or a brief 45-minute flight from Nairobi, the hotel is ideally placed near Kenya's premier wildlife and conservation areas like Ngare Ndare forests, the Aberdares, Ol Pejeta, Samburu, and Solio sanctuaries.

Role Overview

Recognized globally for excellence, featured in leading travel lists, and awarded Africa's Leading Hotel consecutively, the Fairmont Mount Kenya Safari Club is expanding its team. We seek a driven and passionate Ecommerce and Digital Marketing Manager to enhance our online presence, maximize digital performance, boost guest engagement, and increase revenue through strategic digital initiatives. This role involves managing digital strategies including website, CRM, online travel agencies (OTAs), paid and owned media, content creation, AI readiness, and performance analysis while adhering to Accor and Fairmont's digital standards.

Key Responsibilities

• Oversee the hotel's complete digital strategy encompassing owned and paid media, websites, CRM, OTA content, social channels, email, and digital partnership relations.
• Ensure all digital outputs align with Accor and Fairmont standards for optimal exposure, conversion, and guest loyalty.
• Collaborate with departments such as Revenue, Sales, Marketing, Reservations, Guest Experience, F&B, Spa, corporate digital teams, and agencies to deliver a unified commercial strategy.
• Manage and regularly update website content including rooms, offers, dining, spa, events, FAQs, metadata, and landing pages.
• Drive website hygiene practices and optimize for SEO, GEO, and AI-powered search engine readiness.
• Maintain property information consistency across all digital and partner platforms including Google Business and OTAs.
• Create and execute digital marketing campaigns targeting domestic and international segments supporting various revenue streams (Rooms, F&B, Spa, Weddings, MICE, Experiences, Loyalty).
• Promote direct bookings by enhancing website usability, tracking campaigns, optimizing content, and focusing conversion activities.
• Govern OTA content accuracy on platforms like Booking.com, Expedia, Trip.com, ensuring up-to-date room descriptions, amenities, policies, imagery, fees, and special offers.
• Coordinate CRM efforts involving segmentation, email marketing, guest lifecycle communication, loyalty programs, and data governance.
• Plan and produce digital storytelling focused on key themes such as Mount Kenya views, conservation, gastronomy, wellness, culture, heritage, and service excellence.
• Support collaborations with influencers, media, and content creators through briefing, itinerary planning, deliverables management, content tracking, and performance evaluation.
• Define and monitor digital KPIs aligned with business goals and commercial priorities.
• Analyze data and prepare reports on website, social media, OTA, CRM, paid media, and campaigns to drive informed decisions.
• Identify opportunities in digital advertising, distribution, AI-search, partnerships, and content marketing to enhance visibility and revenue.
• Participate in budget preparation, supplier coordination, subscription management, and oversee digital tools.
• Stay abreast of trends in digital media, hospitality e-commerce, AI search, CRM, and online distribution developments.
• Facilitate team learning by developing SOPs, training materials, reporting formats, and digital governance frameworks.
• Ensure digital platforms maintain brand consistency and data accuracy at all times.

Qualification Requirements

• Hold a degree or diploma in Marketing, Communications, Digital Marketing, Hospitality, Business, or a related field.
• Have at least five years of digital marketing experience, preferably in luxury hospitality, travel, lifestyle, or premium brands.
• Demonstrate expertise in managing digital campaigns, websites, social media calendars, email marketing, OTA platforms, and performance measurement.
• Possess solid knowledge of hotel e-commerce strategies, direct booking techniques, CRM, SEO, GEO, AEO, paid media, and online distribution channels.
• Experience collaborating with brand standards teams, corporate digital groups, creative agencies, and cross-functional hotel units.
• Proficient in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook.
• Skilled in digital tools such as Canva, Adobe Creative Suite, Google Analytics 4, Google Search Console, Meta Business Suite, CMS, Digital Asset Management, email platforms, and OTA extranets.
• Adept at creating clear briefs for social media, creative content development, influencer partnerships, and campaign delivery.
• Strong creative storytelling ability to transform existing brand assets into commercially impactful content.
• Capable of effective communication across corporate, leisure, MICE, wedding, loyalty, partners, and stakeholder groups.
• Aware of both local and global social media channels and digital market changes.
• Flexible regarding travel commitments to attend client meetings, industry events, and site visits.

Additional Benefits and Opportunities

• Access to employee benefit cards offering discounts at Accor properties worldwide.
• Participation in learning and development programs through company Academies.
• Opportunities for talent growth within the property and across the global Accor network.
• Engagement with Corporate Social Responsibility initiatives.
• Involvement in conservation efforts, including the rehabilitation and release of the endangered Mountain Bongo.
• Work experience at a historically significant luxury hotel known for exceptional service.