Customer Relationship Management Manager
We’re looking for a strategic and detail-oriented CRM Manager to lead guest engagement and retention strategies across a collection of design-led lifestyle hotels.
As CRM Manager, you'll oversee everything from database segmentation and campaign planning to automation and post-stay journeys. If you’re data-driven, hospitality-minded, and passionate about personalisation at scale, this is the role for you.
Responsibilities
* Design and implement CRM strategies that enhance guest loyalty, drive repeat bookings, and increase customer lifetime value.
* Manage and maintain a clean, segmented guest database across multiple systems including PMS, OTAs, and booking engines.
* Plan and deliver personalised, multi-channel campaigns (email, SMS, app) that reflect booking behaviour, preferences, and lifecycle stage.
* Build and refine automated journeys, from pre-arrival to post-stay follow-ups and win-back flows.
* Lead the ongoing development and performance tracking of the brand’s loyalty programme, including exclusive offers, experiences, and partnerships.
* Monitor campaign performance and key CRM metrics, delivering insights and recommendations to optimise guest engagement.
* Collaborate with marketing, operations, and revenue teams to align communications with commercial goals.
* Ensure compliance with GDPR and best practice in guest data management and opt-in processes.
* Stay informed on emerging CRM tools, integrations, and hospitality tech trends to evolve the company's approach.
What You’ll Bring
* A degree in Marketing, Business, Data Analytics, or related discipline.
* 3+ years of CRM experience, ideally within hospitality, travel, or luxury sectors.
* Strong working knowledge of CRM platforms such as Salesforce, Revinate, Cendyn, or similar.
* Solid understanding of data segmentation, automation, and personalised campaign workflows.
* Excellent communication skills with a keen eye for tone and brand voice.
* Strong analytical mindset with experience using data to drive decisions and improve results.
* Experience integrating CRM with booking systems and PMS tools.
* Familiarity with guest journey mapping and omni-channel engagement strategies.
* Background in loyalty programme development or hospitality partnerships.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Marketing
Industries
* Hospitality, Hotels and Motels, and Restaurants
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