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.
Find out if this opportunity is a good fit by reading all of the information that follows below.
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.
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 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.
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.
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