E-Commerce Manager (Airport Services Marketplace)

About us

Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy.

Who we are:

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

JOB SCOPE

To manage and grow the official Airport marketplace (web & mobile) under PPG’s management. To maximize online sales of airport services through effective e-commerce operations, digital marketing, and customer engagement strategies. To ensure smooth booking journeys, optimize revenue, and deliver excellent customer experiences.

JOB RESPONSIBILITIES

1. E-Commerce Sales & Operations
2. • Manage day-to-day e-commerce operations, ensuring all services are accurately listed and updated.
3. • Deliver online sales targets and manage the P&L of the digital channel.
4. • Ensure seamless booking, payment, and confirmation processes.
5. Digital Marketing & Promotions
6. • Design and execute marketing campaigns across SEO, SEM, social media, and email.
7. • Implement seasonal promotions, loyalty campaigns, and bundled offers.
8. • Drive customer acquisition and retention while optimizing marketing spend.
9. Platform Performance & Customer Journey
10. • Collaborate with IT and Product teams to enhance UX/UI and booking flow.
11. • Monitor analytics to improve conversion rates and reduce cart abandonment.
12. • Optimize average order value (AOV) and upselling opportunities.
13. Analytics & Reporting
14. • Track KPIs including traffic, conversion, revenue, and engagement.
15. • Prepare weekly and monthly reports for management and airport stakeholders.
16. • Translate insights into actions for growth and optimization.
17. Customer Engagement & Retention
18. • Manage CRM campaigns to build loyalty and repeat purchases.
19. • Coordinate with operations and customer service for fast issue resolution.
20. • Monitor customer reviews and feedback, implementing improvements.
21. Partnerships & Business Growth
22. • Develop co-branded campaigns with airlines, banks, and loyalty partners.
23. • Explore new distribution channels to increase reach.
24. • Support Airport and PPG initiatives for service innovation and growth.

KEY PERFORMANCE INDICATORS (KPI)

• Online sales revenue vs. target.
• Average order value (AOV).
• Website/app traffic growth.
• Repeat purchase rate and loyalty penetration.

What you'll need:

• University degree in Marketing, eCommerce, Statistics, or a relevant discipline
• Minimum 7 years in an eCommerce or a digital marketing role driving performance with solid business results (min. 3 years in a supervisory position)
• Proficiency in web analytics and reporting tools such as Google Analytics, or similar, is compulsory, with strong understanding of ROI and web conversion metrics
• Strong knowledge of Attribution modelling, website speed optimization, A/B testing, conversion management, sales journey optimization, traffic analysis and reporting tools
• Experience in CMS, CRM or marketing automation software, such as Salesforce, Microsoft Dynamics, Marketo, Kentico, Adobe Marketing Cloud, is a plus
• Technologically savvy, up-to-date with current online marketing concepts, key trends, strategy and best practices
• Energetic self-starter, hands-on team player
• Ability to think on your feet and problem solve in a fast-paced environment
• Highly analytical, data-driven, results-oriented and ability to deliver actionable recommendations through data analysis to influence business decisions and develop strategies
• Excellent attention to details and strong work ethics
• Excellent communication and interpersonal skills with good command of written and spoken English and Arabic.