Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.
Omni Hotels & Resorts is seeking a dynamic, customer-centric, and detail-oriented operator to join our Loyalty & Customer Engagement Organization as Director of Email Marketing based at the corporate office in Dallas, Texas. This role reports directly to the VP, Loyalty & Customer Engagement and involves working closely with the marketing and revenue teams, along with on-property leadership teams.
At Omni, we pride ourselves on providing exceptional experiences and personalized services to our guests. As part of our commitment to delivering outstanding customer communication, we are seeking a skilled and experienced Director of Email Marketing to lead our email marketing program and drive overall business growth. As the Director of Email Marketing, you will be responsible for developing and executing the strategy and operations of our email marketing program. You will play a pivotal role in maximizing customer engagement, driving revenue growth, and enhancing brand loyalty through effective email marketing campaigns.
- Develop and implement a comprehensive email marketing strategy aligned with company goals, target audience, and industry best practices.
- Define communications strategies, customer journeys, and automation workflows to optimize engagement and conversion rates.
- Identify opportunities to leverage email marketing for customer retention, upselling, cross-selling, and reactivation initiatives.
- Develop and implement a strategy for ongoing testing and learning to continuously optimize email performance.
- Develop and implement an approach to balance high-volume brand-wide email communications with local, individual property marketing requests and needs.
- Oversee the end-to-end execution of email marketing campaigns, including planning, scheduling, creative development, segmentation, deployment, and analysis.
- Collaborate with cross-functional teams to gather relevant content, offers, and promotions for inclusion in email campaigns.
- Manage the email marketing calendar, ensuring timely and accurate execution of campaigns while coordinating with other marketing initiatives.
- Manage transactional customer communications, including booking confirmation, pre-stay messaging, and loyalty account statements.
Creative Development and Copywriting:
- Oversee the creative development process for email campaigns, working closely with designers, copywriters, and other stakeholders.
- Provide creative direction, review and approve email designs, ensuring brand consistency, visual appeal, and user experience optimization.
- Write compelling and engaging email copy that aligns with brand voice, drives customer action, and meets campaign objectives.
- Maintain and enhance the email marketing database, ensuring data integrity, hygiene, and compliance with privacy regulations.
- Implement strategies to grow the email subscriber base through lead generation, acquisition, and opt-in optimization techniques.
- Monitor and manage email deliverability, bounce rates, and spam complaints to maintain a healthy sender reputation.
- Own relationship with current and prospective vendors to operate and advance our capabilities in the email marketing and customer engagement arena.
Personalization and Targeting:
- Utilize customer data and segmentation strategies to personalize email content, offers, and recommendations.
- Implement dynamic content and personalization techniques to deliver relevant messages based on customer preferences, behavior, and demographics.
- Collaborate with colleagues to leverage data insights for customer profiling and segmentation refinement.
Performance Analysis and Reporting:
- Develop and maintain key performance indicators (KPIs) to measure the effectiveness and ROI of email marketing campaigns
- Generate regular reports on campaign performance, audience engagement, conversion rates, revenue generation, and other relevant metrics.
- Provide actionable recommendations to optimize campaign performance, enhance customer experiences, grow revenue, and drive continuous improvement.
- Bachelor's degree in marketing, business administration, or a related field.
- Proven experience (5+ years) in email marketing, preferably in a hospitality or travel-related industry.
- Strong knowledge of email marketing platforms (Salesforce Marketing Cloud is a plus), marketing automation tools, and CRM/CDP systems.
- Proficient in email marketing best practices, segmentation strategies, and industry regulations.
- Demonstrated success in developing and executing email marketing strategies that drive customer engagement, conversion, and revenue growth.
- Experience with A/B testing, data analysis, and reporting tools to drive data-driven decision-making.
- Excellent project management skills with the ability to manage multiple campaigns simultaneously and meet deadlines.
- Proven ability to effectively communicate and collaborate with vendors to ensure the successful execution of outsourced projects.
- Proven experience as a team and people leader, and as a strong collaborator across departments.
- Strong attention to detail, with the ability to ensure accuracy in scheduling, creative development, and copywriting.
- Strong analytical, problem-solving, and strategic thinking abilities.
- Exceptional written and verbal communication skills.
- Up-to-date with the latest trends and innovations in email marketing and digital marketing as a whole.
Omni Hotels & Resorts is an equal opportunity employer - vets/disability.