Jumeirah
Mobile Hospitality
Executive Summary
Drove product innovation, execution, and adoption across Jumeirah’s digital channels, notably launching a responsive, user-centric mobile Ecommerce experience that achieved a 425% increase in mobile bookings.
The Challenge
Mobile-first interactions had fundamentally reshaped customer expectations, especially in the luxury hospitality sector. For brands like Jumeirah, where affluent, on-the-go travellers expected seamless, premium digital experiences, the need for a responsive, fully functional mobile Ecommerce solution was paramount. Jumeirah’s existing mobile platform was limited, lacking responsive design, transactional functionality, and integration with its loyalty programme.
Non-Responsive Mobile Experience
The current mobile platform offered only basic information and lacked responsive design to support a range of devices and screen sizes.
Inability to Book on Mobile
The platform was not designed for direct mobile bookings, limiting transactional capabilities and preventing end-to-end mobile bookings.
Lack of Loyalty & Personalisation
Without integration with Jumeirah’s loyalty programme Sirius, the platform could not offer personalised experiences, exclusive offers, or reward recognition.
Engagement
Contracted through Publicis Sapient, I served as the Product Manager responsible for architecting a transformative mobile experience, leading the product strategy, client relationship, and delivery of an integrated, responsive Ecommerce experience.
The strategy unified Jumeirah’s digital ecosystem, enhanced customer conversion, and aligned seamlessly with the brand’s standards of luxury and sophistication.
Responsibilities & Impact
A comprehensive strategy was executed, prioritising mobile commerce, seamless loyalty programme integration, advanced data analytics, and a unified omnichannel experience to elevate customer engagement and drive digital growth.
Client Relationship Management
Served as the primary relationship manager for Jumeirah, ensuring close alignment with client objectives and fostering long-term trust. Delivered tailored digital solutions that elevated Jumeirah’s digital presence but also strengthened Publicis Sapient’s position as a strategic partner.
Sales Journey & Booking
Led enhancements to Jumeirah’s multilingual online booking journey, streamlining booking processes and optimising conversion paths, resulting in a 20% improvement in conversion rates.
Mobile Commerce Transformation
Launched a fully responsive, user-centric mobile Ecommerce experience, resulting in a 425% increase in mobile bookings, capturing the rapidly growing mobile segment.
Mobile Loyalty & Personalisation
Integrated Jumeirah’s loyalty programme Sirius, enabling tailored offers, reward redemption, and exclusive content with customers.
Data Analytics & Performance Tracking
Overhauled Google Analytics for Jumeirah’s digital properties, implementing custom dashboards and conversion funnels that improved data visibility by 35%.
SEO & Social Media Strategy
Executed integrated SEO and social media campaigns for Jumeirah, leveraging unique content and immersive experiences to increase organic traffic by 30% and social engagement by 40%.
Technology-Enabled Experiences
Leveraged a robust tech stack, including EpiServer (Optimizely), Oracle Property Management, and front-end technologies including HTML, CSS, and Angular, to deliver scalable and responsive digital experiences.
Agile Transformation & Optimisation
Implemented Agile methodologies within the product development process, structuring work into themes, epics, features, and user stories. This approach reduced development cycle time by 48% and enhanced team productivity by 25%.
Global Collaboration
Partnered with Digitas’s local and global teams in strategy, experience design, SEO, social media, data, and technical delivery, creating enhanced user experiences that elevated customer satisfaction.
Enablers
Expertise
- Business Development & Sales
- Account Management
- Lead Generation
- Customer-Centric Innovation
- A/B Testing
- Customer Journey Mapping
- Interaction Design (IxD)
- Persona Development
- Prototyping & Wireframing
- Responsive & Adaptive Design
- Usability Testing
- User Research
- Data & Artificial Intelligence
- Data Analytics & Insights
- Data Modelling
- Operating Models & Value Orchestration
- Agile Methodologies
- Resource & Capacity Planning
- Risk Management
- Platform & Product Strategy
- Data-Driven Decision Making
- Executive/Board Stakeholder Management
- Feature & Enabler Trees
- OKR & KPI Definition
- Product Lifecycle Management
- Strategic Roadmaps
- Version Roadmap
- Product Development & Delivery
- Backlog Prioritisation
- Cross-Functional Team Leadership
- Definition of Done (DoD)
- DevOps & CI/CD
- Feature Prioritisation
- Product & Agile Team Development
- Sprint Planning & Delivery
- User Stories & Acceptance Criteria
- Quality Assurance
- Quality Assurance (QA)
- Technology & Infrastructure
- API Management
- Technical Architecture & System Design
Technologies
- Data & Analytics
- Google Analytics
- Optimizely
- Design & User Experience
- Adobe Photoshop
- Marvel
- DevOps & Site Reliability
- GitHub
- Digital Experience Platforms & CMS
- Optimizely
- ERP & Supply Chain
- Oracle Warehouse Management
- Front-End Development
- Angular
- CSS
- HTML
- Project & Product Management
- Atlassian Confluence
- Atlassian Jira
- Strategy & Business Planning
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
Results & Outcome
This engagement modernised Jumeirah’s mobile Ecommerce experience achieving a 425% increase in mobile bookings, significantly enhancing the user experience across all touchpoints.
Laying the foundations for further digitisation opportunities, including mobile check-ins, digital room keys, and personalised guest services, positioning Jumeirah as a leader in luxury hospitality.