Digital Marketing & Customer Engagement Officer

About the role

The Digital Marketing & Customer Engagement Officer reports to the Hotel Manager / Marketing Director in the Sales & Marketing department, working a hybrid schedule. The role drives the brand's online presence and manages all digital customer interactions, planning and running digital campaigns while acting as the brand's voice on social media, email, live chat and online reviews. The aim is to build an engaged online community, convert digital leads and resolve customer inquiries warmly and promptly.

Key responsibilities

• Digital marketing and content creation (60%): plan, run and monitor campaigns across social media, search engines and email newsletters; create social posts, graphics, basic video and newsletters; manage the social media calendar; track website traffic, SEO and social metrics; identify trends and customer behaviour to refine strategy.
• Digital customer service and engagement (40%): be the main contact for guests on social media DMs, comments, Google Reviews, email and live chat; handle inquiries, bookings, feedback and complaints; engage users and highlight customer stories weekly; log interactions in the CRM and escalate complex issues or negative reviews to management.
• Follow SOPs: reply to social messages and live chats within 1 hour during shifts, emails within 2 business hours, log inquiries daily, and flag unresolved complaints within 12 hours.
• Finalise the monthly content calendar by the 25th of the preceding month, post 3-5 times per week, and send the biweekly email newsletter on schedule.
• Submit a biweekly performance report on reach, engagement and lead conversions, proposing two data-driven improvements each time.

Required profile

• Bachelor's degree in Marketing, Communications, Business or a related field.
• Minimum 2-3 years of experience in digital marketing or social media management; hospitality or service industry experience is an advantage.
• Excellent written and verbal communication, customer-centred mindset, agility in a fast pace, analytical approach to data and creativity in content.

Required skills

• Social media management tools such as Meta Business Suite, Hootsuite and Buffer.
• CRM software.
• SEO, Google Analytics and social media advertising (Meta Ads).
• Graphic design tools such as Canva and Adobe Spark, and basic video editing.
• Email marketing platforms such as Mailchimp and Sendinblue.