Senior Director of Digital Production and Account Management

Wyndham Hotels & Resorts - Parsippany, NJ (30+ days ago)3.7


There’s no one else like us. Wyndham Hotel Group is a hotel industry giant with an unmatched presence of more than 8,100 hotels and approximately 708,500 rooms in 78 countries. We’re a hospitality powerhouse, with iconic brands united by the richest and simplest rewards program in the business.

Our brands include: Super 8®, Days Inn®, Howard Johnson®, TRYP by Wyndham®, Ramada Worldwide®, Ramada Encore, Microtel Inn & Suites by Wyndham®, Hawthorn Suites by Wyndham®, Wingate by Wyndham®, Travelodge®, Knights Inn®, Baymont Inn & Suites®, Wyndham Garden®, Wyndham Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, The Trademark Hotel Collection®, AmericInn® and Dolce Hotels and Resorts®.

The blue thread that ties them all together is Wyndham Rewards®, the richest and simplest rewards program in the business. Wyndham Rewards has revolutionized the loyalty landscape, offering members a simple-to-use, generous points-earning structure along with a flat, free night redemption rate – the first of its kind for a major rewards program. Wyndham Rewards® members – over 53 million and counting – have the chance to earn and redeem points for hundreds of rewards options around the world every day.

Headquartered in Parsippany, N.J., with offices around the globe in London, Shanghai, Buenos Aires, Dubai and other cities, Wyndham Hotel Group employs over 8,800 associates worldwide.

We at Wyndham Hotel Group believe that our guests come first, and when we deliver unified, on-brand digital interactions across the customer journey, everybody wins. The Senior Director, Digital Production & Account Management is a critical leader in delivering upon this mission.

The ideal candidate is energized leading and developing a high-performing production team (10+ associates), has deep account management and digital expertise, and possesses passion for digital products and world-class brands (We have over twenty!). We are seeking a strategic leader with creativity, accountability, and strong communication skills, who thrives in a culture of excellence and fun.

This high-visibility role requires cross-functional partnership and negotiation skills to operationalize rigorous digital initiatives across channels (responsive brand websites, loyalty site, app, on-property digital, etc.). Key stakeholders include Brand and Loyalty Marketing, CRM, Global Regions, UX, Digital Design, Copy, Revenue Management, Customer Care, SEO, I.T., Product, Legal and agency partners.

Responsibilities

Leads the Digital Production & Account Management practice, ensuring internal and stakeholder’s goals are achieved through establishing structure, organization and resource allocation.

Leads and optimizes the Digital Production Process and respective tool kit; Establishes and optimizes a governance model for global regions and internal stakeholders.

Creates a platform for scheduling digital efforts insuring the internal team and stakeholders are meeting timelines and deliverables, and that all requests are clear and complete to the total team.

Establishes the in-season marketing optimization cadence, and bigger picture strategic roadmap.

Facilitates presentations with leaders in Brand Marketing, Loyalty Marketing and other Requestors; Follows- through on resolution to action items on both the creative and production sides.

Leads Digital Stand Up meetings with cross-functional Digital Team (Design, Copy, Brand Marketing and Production); Intervenes as needed to mitigate blockers.

Team expert for the optimization of the Content Management System:

Develops expertise in Adobe Experience Manager’s capabilities; Understands the team’s current and future-state requirements to effectively build viable requirements that position the group for increased efficiency.

Understands Adobe’s future-state capabilities and how the team may leverage them.

Aggregates, builds and prioritizes the CMS enhancement roadmap for Producer Team in conjunction with the Director, Digital Content & Projects.

Establishes a production framework to support the CRM strategy.

Oversees the following business-critical activities that the team performs:

Ensures Designers, Copywriters, Producers, UX and Analytics have all information needed per the deadlines to execute requests. Insures collective visibility.

Ensures leadership reviews and distributions occur; Provides a facilitation role for feedback reviews.

Stages content in various Content Management Systems.

Performs Quality Assurance and break/fix pre- and post- deployment.

Sends review and approval notifications.

Publishes content to digital channels.

Archives screen captures of digital experiences.

Ensures that translation and global partners have the details required to execute deliverables; Aligns on work plans and approves budget; Ensures workflow is on target and content publishes in language correctly.

Designs workflows and role provisioning in the CMS for internal and external partners to adhere to (requires strategy, partnership and process design); Creates process maps/SOPs and trains accordingly.

Participates in the review and oversight of Statements of Work and Business Requirements Documentation for new templates and projects.

Builds and cultivates internal center of excellence for competitive intelligence and reporting. Monitors, consolidates and distributes (monthly) key activities that are being executed by competitors such as pricing, promotions and marketing programs, functional enhancements, new product launches and brand initiatives.

Leads large-scale authoring activities (e.g. site enhancement requests, property page updates, video, workflow development, etc.)

Performs project leadership for large-scale initiatives such as the creation of new components and templates, SMS, on-property digital experiences and more.

Qualifications:
Experience/Education

8+ years of digital production operations and/or Account Management for a world-class agency and/or hospitality, entertainment or retail brand

6+ years of team leadership experience (5+ reports)

Experience with Content Management Systems such as Adobe Experience Manager

Project leadership experience

Must be able to speak and write in English fluently

Abilities/Key Competencies/Skills

Behavioral Competencies

Fosters a culture of excellence and fun

Must be able grow and nurture a high-performing team; Strong leadership acumen

Must be results-driven, proactive, innovative, solutions-oriented, curious and inspiring

Must possess agility of thought (move seamlessly from big- picture strategy to flawless detailed execution)

Possesses the ability to view experiences from a customer perspective and make recommendations/callouts for optimization

Keen prioritization/adaptation skills; Ability to shift focus as business needs dictate

Relationship/people skills; Ability to establish, strengthen and nurture productive relationships with internal and external stakeholders

Strong presentation, negotiation and communication skills (verbal and written)

Functional Competencies

Expertise in account management

Expertise in digital production strategy & operations

Proficiency in the digital landscape including information architecture, responsive sites, mobile apps, ADA standards, social media, etc.

Understanding of CMS systems and web publishing standards/best practices required; Adobe Experience Manager a plus

Expertise in process and standards development and governance

Expertise in MS Project, Visio, JIRA, Slack and related project management tools

Knowledge of and experience in working with APIs

Possesses some technical experience including HTML, JavaScript and CSS

Expertise in authoring Status Reports, Statements of Work and Business Requirements Documentation and other core project management documentation