CRM Manager

Description

Key Responsibilities

• Oversee scalable global CRM technology infrastructure and system integrations.
• Design automated guest lifecycle journeys from pre-arrival through post-stay engagement and loyalty retention.
• Develop targeted CRM strategies based on customer segments, behavioral triggers, and brand equity.
• Manage consent, opt-in and opt-out processes, and global data privacy standards including GDPR.
• Manage editorial calendars, newsletters, loyalty initiatives, and member promotions.
• Create segmentation and personalization frameworks for multichannel communications.
• Consolidate online and offline interactions into unified customer profiles.
• Maintain profile deduplication, data enrichment, data quality monitoring, and issue identification rules.
• Review property-level communications for brand style and proofreading quality.
• Report on open rates, click-through rates, conversions, and guest engagement.
• Support departmental budget forecasting and annual business planning.
• Coordinate delivery with hotel operations, creative agencies, and technical suppliers.

Skills, Knowledge and Expertise

• At least five years of multichannel CRM, database management, or lifecycle marketing experience.
• A bachelor's degree in marketing, communications, or a related field.
• High proficiency in CRM and ESP platforms, multichannel messaging, data architecture mapping, HTML/CSS, and Google Workspace.
• Strong analytical skills covering datasets, profile hygiene, deduplication, A/B testing, and database segmentation.
• Outstanding written and verbal English communication skills with high attention to detail.
• Ability to manage high-volume global campaign schedules and cross-channel projects.
• Ability to handle confidential guest data with discretion and comply with privacy requirements.
• Luxury hospitality or premium retail experience is preferred.

Benefits

• The employer describes talent development and career progression opportunities within its global network.
• Benefits include private medical insurance, annual vacation, an annual bonus, and property and partner-brand discounts.