Key Responsibilities

As our CRM Manager your role will include, but is not limited to:

• Infrastructure Development: Oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure.
• Strategy & Lifecycle: Design and implement automated guest lifecycle communication journeys, from pre-arrival welcomes to post-stay engagement and loyalty retention.
• Targeted Campaign Strategy: Manage the development of highly targeted, lifecycle-driven CRM marketing strategies focused on customer segments, behavioral triggers, and brand equity.
• Data Privacy & Governance: In close cooperation with the Legal team, manage strict consent protocols, opt-in/opt-out mechanisms, and global data privacy standards (including GDPR compliance) across all guest communication channels and CRM databases.
• Campaign & Content Management: Manage the departmental editorial calendar to ensure the timely deployment of marketing content across all guest-facing digital newsletters and communication channels.
• Campaigns & Promotions: Plan, coordinate, and deploy global loyalty initiatives and high-impact member promotions to accelerate direct channel engagement.
• Segmentation & Personalization: Establish frameworks for advanced customer segmentation and automate highly personalized, multi-channel communication pathways to enhance guest experiences.
• Data Harmonization: Map complex data points across multiple channels, consolidating online and offline interactions into a unified customer profile ecosystem.
• Data Quality & Automation: Implement sophisticated automated business rules to manage profile deduplication, data enrichment, quality monitoring, and issue identification.
• Platform Optimization: Act as the internal expert for email, messaging, and CRM platforms, identifying opportunities to optimize usage, integrate new features, and manage system integrations.
• Quality Assurance: Review and provide proofreading support for property-level communications to ensure strict adherence to brand style guides.
• Analytics & Reporting: Track and report on key performance metrics (open rates, CTR, conversions, guest engagement across touchpoints), providing actionable insights to the executive team.
• Budgeting & Planning: Support the monthly forecasting of the departmental budget and assist with the annual Business Plan process.
• Collaboration: Coordinate with internal departments, hotel operations teams, creative agencies, and technical suppliers to ensure seamless delivery of all guest communication assets.

Skills, Knowledge and Expertise

• Experience: Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey, preferably within the luxury hospitality or premium retail sector.
• Education: Bachelor’s degree in marketing, communications, or a related field.
• Technical & Data Skills: High proficiency in major CRM/ESP platforms, multi-channel messaging platforms, data architecture mapping, HTML/CSS for digital communications, and Google Workspace.
• Analytical Mindset: Strong ability to interpret complex datasets, manage profile hygiene/deduplication, perform A/B testing, and build complex database segmentations.
• Communication: Outstanding written and verbal communication skills in English, with high attention to detail and grammar.
• Organization: Exceptional multi-tasking capabilities with the ability to manage high-volume global campaign schedules and cross-channel projects with precision.
• Personal Attributes: A team player with a positive attitude, personal drive to succeed, and a professional presence.
• Professionalism: Composed under pressure and able to handle confidential guest data with the highest level of discretion and data privacy compliance.
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