Were 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, youll oversee everything from database segmentation and campaign planning to automation and post:stay journeys. If youre data:driven, hospitality:minded, and passionate about personalisation at scale, this is the role for you.
Key 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 brands 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 companys approach.
What Youll 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.
Desirable
* 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.