Director - Digital Marketing (Hospitality Tech)

About SoHo

SoHo, a RateGain company, is where Social Meets Hospitality. We help hotels and hospitality brands grow through the power of social storytelling, reputation, and performance marketing.

Backed by proprietary technology and deep hospitality expertise, SoHo connects hotels to guests through social proof that drives discovery, loyalty, and direct bookings.

Our solutions span Social Media Management & Strategy, Reputation & Review Response, Performance Marketing, Influencer & UGC Campaigns, SEO, and Creative Production — all unified under one brand-led platform.

About the Role

The Director – Digital Marketing serves as the strategic relationship lead for one or more luxury hospitality clients, ensuring the seamless delivery and optimization of RateGain’s solutions to elevate guest experience, drive revenue growth, and strengthen operational excellence across each client’s portfolio.

This is a high-visibility, client-facing role that combines strategic account management, full-funnel digital marketing expertise, and cross-functional leadership. You acts as a trusted advisor and internal advocate for their clients, ensuring all initiatives deliver measurable impact and align with client goals.

Key Responsibilities

Client Partnership and Relationship Management

• Serve as the primary point of contact and senior advisor for assigned client or clients, building trusted relationships with leadership and key stakeholders across Revenue, Marketing, and Operations.
• Develop a deep understanding of each client’s business model, guest profile, and brand standards to anticipate needs and identify opportunities for success.
• Conduct regular on-site visits and strategic check-ins to maintain alignment and ensure optimal use of RateGain products and services.
• Manage executive-level relationships with consistent communication and visibility.

Strategic Account Leadership

• Develop and execute comprehensive client success plans with performance objectives, success metrics, and growth strategies aligned with each client’s goals.
• Partner with internal teams including Revenue Optimization, Data Insights, Website, Paid Media, CRM, and Product to deliver tailored recommendations and measurable ROI.
• Lead cross-channel digital marketing strategy conversations with clients and guide them through best practices across social media, SEO, paid search, display advertising, email, and content.
• Prepare and present quarterly executive business reviews summarizing performance, insights, and recommendations.

Operational Excellence and Issue Resolution

• Serve as the escalation point for all service or operational issues and coordinate with internal teams to ensure timely resolution.
• Oversee end-to-end delivery of contracted services, ensuring timelines, SLAs, and quality expectations are consistently met
• Maintain clear documentation, status updates, and communication across internal and client teams.

Growth and Innovation

• Identify opportunities for revenue growth and product adoption, including upsell and cross-sell initiatives aligned with client goals.
• Collaborate with the commercial team on renewals and contract expansions, ensuring mutual value creation.
• Advocate for client needs and feedback in discussions related to product development and service enhancements.

Qualifications

• Bachelor’s degree in Business, Marketing, Hospitality, or a related field.
• 6 to 10 years of experience in enterprise account management, client success, or strategic partnership roles within hospitality technology, digital marketing, or luxury travel environments.
• Full-funnel digital marketing experience required, including social media, SEO, paid search, display, and email.
• Hands-on experience with Salesforce Marketing Cloud, including email campaign execution, customer journeys, audience segmentation, and reporting
• Experience managing website programs, including understanding client requests, performing minor site updates, and coordinating with internal website teams on technical or creative needs.
• Proven ability to manage one or more high-touch, multi-stakeholder client relationships with strong satisfaction and retention outcomes.
• Strong analytical and communication skills, capable of translating data into insights and clear recommendations.
• Excellent interpersonal and relationship-building skills.
• Flexibility for periodic on-site visits as required by client partnerships.

Key Attributes

• Strong understanding of luxury hospitality service standards and guest expectations.
• Strategic thinker with strong operational and project management skills.
• Collaborative, empathetic relationship builder who thrives in high-touch, service-driven environments.
• Detail-oriented, proactive, and accountable with the ability to manage complex client portfolios.