Digital Experience Lead

TEAM AND ROLE The Digital Experience Lead oversees the end-to-end digital journey of Filinvest's online platforms, including website, booking systems, and customer-facing portals. The role involves collaborating with design, development, and marketing teams to optimize user experience, drive digital engagement, and ensure all touchpoints reflect the company's service standards and brand identity.
 

WHAT YOU'LL DO:

DIGITAL PLATFORM MANAGEMENT: The role is to oversee and continuously improve FHC's digital platforms to deliver a seamless and consistent online experience.

Platform Oversight. Manage and maintain FHC's websites, booking engines, and customer-facing portals across all hotel brands — Crimson, Quest, and Grafik. UX/UI Optimization. Identify and implement improvements to the user interface and experience to enhance usability, accessibility, and conversion rates. Content Management. Coordinate with marketing and operations teams to ensure all digital content is accurate, up-to-date, and brand-aligned. Quality Assurance. Conduct regular audits of digital platforms to identify technical issues, gaps in user experience, and opportunities for improvement.

DIGITAL ENGAGEMENT & STRATEGY: This includes driving online engagement and ensuring the digital strategy supports the company's overall business objectives.

Digital Roadmap. Develop and execute a digital experience roadmap aligned with FHC's brand strategy and guest journey. Customer Journey Mapping. Analyze and map the end-to-end online customer journey to identify pain points and opportunities for enhancement. Engagement Initiatives. Plan and implement digital initiatives that increase traffic, engagement, and conversion across all online platforms. Performance Monitoring. Track and report on key digital metrics including traffic, bounce rates, booking conversions, and user behavior using analytics tools.

COLLABORATION & PROJECT COORDINATION: This includes working closely with internal and external teams to deliver digital projects effectively and on schedule.

Cross-functional Collaboration. Work with design, development, marketing, and operations teams to ensure seamless execution of digital projects and campaigns. Vendor Management. Coordinate with third-party technology providers, developers, and digital agencies to deliver platform enhancements and integrations. Project Management. Oversee digital project timelines, deliverables, and budgets, ensuring all initiatives are completed on time and within scope. Stakeholder Reporting. Prepare and present clear reports and updates on digital performance and project progress to relevant stakeholders.

INNOVATION & CONTINUOUS IMPROVEMENT: This includes staying ahead of digital trends and driving a culture of innovation within the digital function.

Trend Monitoring. Stay informed on the latest digital trends, technologies, and best practices in hospitality and e-commerce. A/B Testing. Design and implement testing strategies to continuously optimize digital touchpoints based on data and user feedback. Process Improvement. Identify and recommend process enhancements to improve digital operations and team efficiency.

WHAT WE'RE LOOKING FOR:

• Bachelor's degree in Information Technology, Digital Marketing, Computer Science, or any related field.
• Relevant experience in hospitality, e-commerce, or service-oriented industries is a plus.
• At least 5 years of experience in digital experience management, UX/UI, or digital product management.
• Proficiency in web analytics tools (e.g., Google Analytics), CMS platforms, and project management tools.
• Strong analytical, communication, and cross-functional collaboration skills.