CRM Manager
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Key skills for this role
About the Role
Responsible for executing CRM strategies, enhancing guest engagement, and leveraging technology to drive revenue growth in a luxury environment.
Key Skills for This Role
Responsibilities
- Plan, coordinate and execute the brand's email marketing strategy, aligning with cross channel campaigns and audience targeting
- Partner with Content Marketing to create CRM focused briefs with tailored, on brand messaging across the guest journey
- Work with Brand to design and optimise email templates that meet visual standards and perform across devices
- Drive engagement through segmentation, dynamic content and testing, using insights to continuously improve performance
- Translate analytics and reporting into actionable CRM strategies, focusing on guest engagement and retention
- Support Trade/B2B, PR and Property teams with targeted campaign execution across their audiences
- Leverage CRM platforms and emerging technologies to enhance campaigns and drive revenue growth
- Design and optimise lifecycle journeys (acquisition, onboarding, engagement, retention) using guest insights and behaviour
- Elevate guest communications across key touchpoints, including pre arrival, on property and post stay experiences
- Lead guest engagement initiatives by enhancing data quality, enabling personalisation, documenting processes and aligning stakeholders
Requirements
- Minimum 7 years of experience in CRM, lifecycle marketing or customer orchestration
- Proven analytical skills with strong command of KPIs, performance measurement, and customer lifetime value and retention modelling
- Hands on experience with CRM systems and marketing automation platforms such as Braze, Marketing Cloud or similar
- Strong cross functional influencing skills
- Fluency in English is essential
- Experience in luxury goods, hospitality or a multicultural global environment is strongly preferred
Full Job Posting
Role Overview
- The CRM Manager, based in our Dubai Corporate Office and reporting to the Director of Marketing, is responsible for coordinating, planning and executing strategies across data, infrastructure, business intelligence and campaign marketing to drive recognition, loyalty and revenue for the Aman brand g
- This role oversees the CRM function for the Aman Group, combining technical expertise with creative sensibility to deliver impactful marketing and communications that engage, delight and retain guests, driving measurable revenue and return on investment.
Responsibilities
- Plan, coordinate and execute the brand's email marketing strategy, aligning with cross channel campaigns and audience targeting.
- Partner with Content Marketing to create CRM focused briefs with tailored, on brand messaging across the guest journey.
- Work with Brand to design and optimise email templates that meet visual standards and perform across devices.
- Drive engagement through segmentation, dynamic content and testing, using insights to continuously improve performance.
- Translate analytics and reporting into actionable CRM strategies, focusing on guest engagement and retention.
- Support Trade/B2B, PR and Property teams with targeted campaign execution across their audiences.
- Leverage CRM platforms and emerging technologies to enhance campaigns and drive revenue growth.
- Design and optimise lifecycle journeys (acquisition, onboarding, engagement, retention) using guest insights and behaviour.
- Elevate guest communications across key touchpoints, including pre arrival, on property and post stay experiences.
- Lead guest engagement initiatives by enhancing data quality, enabling personalisation, documenting processes and aligning stakeholders across teams.
Requirements
- Minimum 7 years of experience in CRM, lifecycle marketing or customer orchestration, ideally within luxury goods, hospitality or a similarly client centric environment.
- Proven analytical skills with a strong command of KPIs, performance measurement, and customer lifetime value and retention modelling.
- Hands on experience with CRM systems and marketing automation platforms such as Braze, Marketing Cloud or similar with the ability to design, execute and evolve multi channel programmes, client journeys and personalisation strategies across digital and physical touchpoints.
- A curious, pragmatic mindset with a genuine passion for innovation, experimentation and emerging CRM capabilities including AI.
- Strong cross functional influencing skills confident operating across multiple stakeholders and seniority levels in a global environment, and able to bring clarity and momentum to complex initiatives.
- A strong appreciation for brand, storytelling and guest experience, with the creative sensibility to uphold Aman's standards across all communications.
- Rigorous and well organised, with the project management discipline and resilience to perform across multiple workstreams in a fast moving, high expectation environment.
- Experience in luxury goods, hospitality or a multicultural global environment is strongly preferred.
- Fluency in English is essential; any additional language is a plus.
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