Business Applications Manager - madrid
hace 15 días
Madrid
Location: Madrid, Spain. Property: Corporate. At ABLiving, a global luxury wellness and hospitality group with brands such as SHA we are seeking a Business Applications Manager. Job Purpose: Act as the conductor of the application ecosystem that brings the AB Living experience to life. Lead the strategy, implementation, and optimization of all platforms interacting with guests and clinical staff, ensuring every digital touchpoint reflects the excellence, personalization, and wellness philosophy of our brands. Serve as the bridge between technology and the Marketing, Sales, and Clinical teams, translating business needs into elegant, efficient, and human-centered technology solutions. Main Duties & Responsibilities: Application Ecosystem Governance: • Governance & Lifecycle Management: Define and maintain configuration standards, update cycles, and operational procedures (SOPs) for all business applications, ensuring consistency and quality across the ecosystem., • Integration Architecture: Design and oversee system integrations (APIs and middleware), ensuring real-time data flows across key platforms such as PMS, CRS, EHR, and CRM systems., • Incident Management & Continuous Improvement : Lead the resolution of complex application issues while identifying recurring patterns and implementing improvements that enhance platform stability and support processes. Digital & Commercial Experience: • Digital Distribution Leadership: Manage and optimize the distribution technology stack (CRS, Channel Manager), ensuring maximum visibility and rate parity across all channels (OTAs, GDS, Metasearch) while increasing direct bookings., • MarTech Ecosystem Orchestration: Oversee the Marketing Technology ecosystem, including CRM platforms, booking engines, CMS systems, and marketing automation tools, supporting guest acquisition, conversion, and loyalty., • Guest Experience Product Vision: Act as Product Owner for guest-facing platforms such as the mobile app and guest portal, defining feature roadmaps in collaboration with Marketing and Operations to deliver a seamless and personalized digital journey before, during, and after the stay., • Business Partnering & Executive Reporting: Serve as the primary technology partner to Marketing, Revenue Management, and Sales teams, proactively communicating project status, roadmaps, and budget needs to the CIO and executive leadership. Clinical & Wellness Systems: • Clinical Ecosystem Management: Oversee the management and evolution of the Electronic Health Record (EHR) platform and its integration with hospitality systems (particularly PMS), ensuring the security, privacy, and availability of patient data., • Clinical Experience Optimization: Collaborate closely with clinical teams to understand their workflows and optimize technology tools, reducing administrative burden and enabling staff to focus on guest care., • User Training & Adoption: Design and implement ongoing training programs for users of business and clinical applications to ensure strong adoption and effective system usage. Job Profile: • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Technology, or a related field required., • Master’s degree or MBA in Technology Management, Digital Transformation, or Business Administration preferred., • 5 years of experience managing business applications within the hospitality sector, ideally in leadership or senior roles., • Deep knowledge of the hotel distribution ecosystem (CRS, GDS, Channel Managers)., • Strong expertise in digital marketing technology including CRM systems, SEO/SEM environments, and booking engines. Languages: • Native or bilingual Spanish (mandatory) / Business-level English (C1 or higher). Specific Competencies: • Commercial Performance: Increase in Direct Booking Ratio, Reduction in Customer Acquisition Cost (CAC), Improvement in website conversion rates., • Digital Experience: Higher NPS / CSAT scores across digital platforms (app, website, guest portal) & Increased user adoption rates., • Clinical Operations: Clinical staff satisfaction with EHR systems & Reduced resolution time for clinical system incidents., • Project Delivery: On-time and on-budget implementation of new application projects. Technological Skills: • CRS, Channel Managers, GDS integrations, rate parity management., • CRM platforms, marketing automation tools, CMS systems, booking engines., • Property Management Systems (PMS) and integration with distribution platforms., • Familiarity with EHR/EMR platforms and healthcare data workflows., • API architecture, middleware platforms, and real-time data integration., • Business Intelligence tools and customer data analysis platforms., • Agile product development, feature roadmaps, and digital experience optimization. Skills Chain of Command: • Collaborative & Conscious Leadership., • Product & Business Vision., • Communication & Diplomacy., • Premium Attention to Detail. Other Competencies and Skills Required: • Experience with clinical systems (EHR / EMR)., • Background in wellness or healthcare environments., • Experience with product management methodologies such as Agile or Scrum., • Knowledge of Business Intelligence tools for analyzing commercial and customer data.
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