Digital Experience, Content & E-Merchandising… at Accor · Toronto

Luxury & Lifestyle Division - Raffles & Fairmont Hotels and Resorts

Known for offering pioneering hospitality across some of the world’s most iconic and elegant addresses, Raffles and Fairmont are two globally renowned brands, both steeped in history and loved by generations past, present, and future.

Representing the pinnacle of ultra-luxury hospitality within Accor Group, both brands are currently going through exciting phases of rebirth and expansion.

Raffles is the authentic heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage, and the environment. It’s glamour and enchanted elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend, and returns as family.

Fairmont is an iconic luxury hotel brand with a global presence and a commitment to creating lasting memories for its guests. As the site of many history defining moments, Fairmont is dedicated to providing exceptional service, embracing innovation, and fostering a culture of excellence.

Progressively shaping the future of luxury hospitality, both Raffles and Fairmont are focusing on employee journey and growth.

Reporting to Digital Experience & Performance Manager (based in Dubai), who reports to the Global Director, Digital Experience & Performance, the Digital Experience, Content & E-Merchandising Specialist will drive the E-Commerce business by managing product, content, digital solutions and performance across multiple projects on Raffles.com, Fairmont.com, ALL.com, ALL.com App & hotel microsites.

The Digital Experience team leads the fusion of product evolution, luxury storytelling, and member engagement to deliver best-in-class digital experiences that drive commercial growth. As the Digital Experience, Content & E-Merchandising Specialist, you will contribute to global digital performance by managing feature identification and delivery, content strategy, personalization, and member engagement across our channels.

The ideal candidate will have strong digital product background and a strong understanding of content, SEO, and e-merchandising in the luxury and/or hospitality space. Experience with personalization tools and member engagement strategy is a plus. The candidate should also be comfortable working on global brands and with multinational teams across time zones. This role is critical to ensuring our digital platforms mirror the high-touch, "white-glove" service of our physical properties.

Overview of Activities:

• Collaborate with technical product teams to refine scalable features that improve the guest’s path from discovery to booking.
• Manage the end-to-end content strategy and lifecycle for both luxury and ultra-luxury brands, ensuring brand integrity and aesthetic consistency.
• Enable and execute SEO best practices in coordination with our SEO agency and technical team, including technical health and keyword optimization, to drive organic discovery. 
• Lead localization efforts and dynamic content management to ensure a relevant, global presence for all users.
• Manage and optimize tactical offer campaigns and loyalty-specific promotions to increase direct booking share.
• Identify and implement digital opportunities to enhance the member experience, driving loyalty contribution across the booking funnel.
• Drive personalization objectives by utilizing data-driven insights to deliver "segment-of-one" digital experiences.
• Monitor and report on key initiatives, actively identifying opportunities for optimization and innovation.
• Support hotels with product and content recommendations for their microsites, ensuring regular follow-up and close coordination with external agencies.

• Professional Experience: 3–5 years of experience in digital product, content, eCommerce, or digital marketing, preferably within the luxury, travel, or hospitality sectors.
• Product Skills: Strong understanding of the "product" mindset, including managing backlogs and translating business needs into functional requirements for technical teams.
• Content Skills: Proven track record of managing complex content lifecycles, SEO, and localization for global brands.
• Personalization Knowledge: Experience implementing dynamic content rules and personalization strategies driven data.
• Performance Knowledge: Experience with data reporting tools such as GA4, Tableau, Content Square and Qualtrics and ability to translate data into actionable insights.

Qualities:

• Hybrid Thinker: Ability to straddle product and content thinking—balancing feature identification and luxury storytelling.
• Collaborative Spirit: Comfortable working in a matrix environment, providing expert service to multiple brand leaders while maintaining functional excellence.
• Proactive Self-starter: Comfortable working independently and managing your own workflow. You are a disciplined "remote-integrated" professional who keeps projects moving forward.
• Innovation Mindset: A proactive desire to move beyond "maintenance" to drive continuous digital advancement.

• Salary Range: The Ontario base salary range for this position is $60,000 - $70,000. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience and/or work location.
• Job Vacancy: This position is currently vacant and we are seeking a qualified candidate to fill it.
• AI Disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgement. Hiring decisions at every stage of recruitment are ultimately made by humans.
• Excellent Company benefits including medical, dental, vision, life insurance and 401K Retirement plan.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.