Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
This is a full time, fixed term position for 12 months paying a salary of £45,000.
Company Summary:
City Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services. We operate public dining and sightseeing cruises as well as private charters for corporate events, birthday parties, weddings, or other special occasions across London and York.
Position Summary:
We have a fantastic opportunity to join our Marketing team as Ecommerce Manager on a 12-month Maternity Cover basis.
As the Ecommerce Manager you will be accountable for optimising the onsite experience, maximizing conversion, customer engagement, product placement and digital initiatives, in order to maintain revenue growth and drive online sales for City Cruises in the UK. The successful candidate will have solid experience across ecommerce, digital marketing, CMS, project management and sound technical knowledge.
Working closely with City Cruises brand stakeholders and the wider marketing team, you will support the development and delivery of the website roadmap, customer acquisition and booking journey. You will be a highly motivated, positive, and professional individual who possesses excellent motivation and communication skills and the ability to work under pressure.
You will have eCommerce and product management experience, along with an excellent understanding of digital marketing. It is important that you are a team-player with a leadership mindset and prepared to roll your sleeves up and get involved. You will be confident in quantifying and forecasting benefits and measuring impact of ecommerce and website initiatives via analytics and conversion tracking.
This is a hybrid role based out of our City Cruises London offices.
Duties and Responsibilities:
- Strong understanding of key Ecommerce KPIs and be able to use these to benchmark progress, making recommendations for constant improvement across the website and sales channels.
- Drive forward the Conversion Rate Optimisation strategy and approach, seeking continuous testing and improvement throughout the customer journey.
- Assist with the ongoing improvement and measurement of Ecommerce channels, working closely with the insights team ensuring accuracy and working with the wider team to make solid recommendations for testing and improvement.
- Work with the Head of Marketing and wider marketing and development team to develop and execute a robust Ecommerce development roadmap, including ongoing usability testing, site enhancements, and the introduction of new technologies.
- Support in the maintenance of the existing digital technology, building up a strong understanding of our systems and processes, ensuring that the highest standards are maintained.
- Use systems such as Google Analytics, Tealium and Tableau to track and understand user interaction, utilise the data in directing change and report against key metrics to the business.
- Manage the delivery of new digital projects, from requirement gathering, stakeholder management, time allocation and release.
- Build close relationships with business stakeholders to understand the customer journey and how the business can adapt to generate higher sales.
- Work closely with the Digital Marketing Manager to optimise the site performance across multiple acquisition channels including SEO, PPC, Email, Paid Media.
- Ensure strong internal relationships across the City Cruises Marketing, Commercial and brand teams as well cross functionally to ensure ecommerce plans are delivered.
- Strong awareness of the competitive landscape with a focus on implementing strategies to increase market share.
- Working with the Marketing and Creative teams to ensure content and visual product representation is consistently of the highest standard to showcase the quality of our brand.
- Continually explore new areas of Ecommerce opportunity for the business, keep abreast of new technology releases and put forward recommendations and business cases on what should be explored next.
- Manage reporting, working closely with the insights team, on daily/weekly/monthly/annual performance, providing detailed analysis of key drivers and produce actions plans to ensure targets are met.
Requirements & Qualifications:
- An in-depth knowledge of eCommerce journeys, with a minimum of 3+ years experience in a similar role.
- Significant experience in translating customer needs into eCommerce deliverables.
- Skilled at project and product planning, including product definition, feature prioritisation and trade-off processes.
- Excellent analytical skills and experience of Google Analytics or similar.
- Excellent attention to detail and organisaitional skills with the ability to deliver high quality work, multi-task and manage deadlines.
- A talent for developing strong relationships and communicating your ideas clearly
- Excellent understanding of digital marketing channels and their role in the ecommerce journey, including SEO, PPC, Paid Media, Display, Email, and Social Media.
- Passionate about delivering onsite best practice, amazing customer experiences and obsessing over the customer journey
- Excellent verbal communication and written skills
- Proactive team player, able to work collaboratively and problem solve
- The right person will be adaptable, dynamic, and embody Hornblower’s RESPECT Service System.
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All employees must commit to upholding our RESPECT values. They are as follows:
- Respect We will value, appreciate and respect each other. We will foster diversity and inclusivity.
- Environment We will Respect our planet. We will conserve, protect, and educate. We will practice environmental stewardship.
- Safety #1 We will think and work safely. We will follow safety standards and instructions. We will create a safe and secure workplace.
- Professionalism We will conduct ourselves professionally. We will take responsibility for our actions. We #will own the problem until it is solved.
- Exceed We will continuously improve. We will exceed standards and expectations.
- Communication We will be open and honest. We will choose a respectful approach. We will share information with others effectively.
- Teamwork We will exist to serve others. We will anticipate the needs of others. We will have fun and practice “enthusiastic friendliness”.
As an equal opportunities’ employer, we are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to create a diverse and inclusive environment. Candidates for employment or promotion will be assessed objectively against the requirements for the position.
