Customer Experience & Marketing Executive

We are looking for a Customer Experience & Marketing Executive to join our Marketing department based at our Head Office in Mapou.

Overview of the role:

The 'Customer Experience & Marketing Executive' will play a key role in ensuring that our marketing strategies and brand initiatives are effectively implemented across our hotel cluster, which includes Heritage Resorts and Veranda Resorts.

This role requires a proactive individual with a keen eye for detail, strong communication skills, and the ability to work collaboratively with various teams to enhance guest experiences and brand presence.

Main Responsibilities:

• Continue delivering on the 2023–2026 strategic marketing plans across all business lines, including Heritage Resorts and Veranda Resorts.
• Leverage guest data and analytics to drive targeted marketing initiatives, particularly for golf and in-stay experiences.
• Collaborate with Sales, Revenue, and Direct Sales teams to develop and execute promotional strategies and campaigns throughout the year.
• Oversee the delivery and quality of signature guest experiences, ensuring alignment with brand standards and reporting on execution.
• Gather guest feedback through surveys and interviews to evaluate the impact of experiences and identify areas for improvement.
• Create and manage digital marketing content for platforms such as apps, social media, Google My Business, and more.
• Work closely with Brand Ambassadors to boost leisure activity capture rates and align field actions with marketing goals.
• Coordinate cross-functional efforts between Operations, Communications, and Head Office to ensure cohesive messaging and execution.
• Support the execution of the strategic marketing plan in line with Rogers Hospitality’s commercial vision.
• Maintain a Calendar of Happenings for resort events and ensure effective promotion and guest participation.
• Monitor and optimize the “Plan Your Stay” e-concierge service and track online reviews to enhance perceived value.
• Use tools like Customer Data Platforms and Marketing Automation to personalize guest engagement and enrich profiles.
• Conduct competitor analysis and market research to inform experience design and positioning.
• Promote eco-luxury branding by highlighting Heritage Resorts’ sustainability initiatives across all touchpoints.

Candidate's Profile:

• Degree in Marketing, Data Analytics, Business Administration, Hospitality Management or any other related field
• 3-5 years’ working experience in the same field
• Proficient in MS Office and a good knowledge of CRM and Marketing Automation software. 
• Strong organizational and time-management skills
• Excellent communication and interpersonal skills
• Commercial awareness and business acumen
• Analytical and strategic thinking