Overview
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.
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.
Job Tenure: Permanent
