crm manager in luxury boutique hotels

Описание

Marriott International is the world's largest hotel company, operating a global portfolio of hospitality brands, hotels, and guest experiences. Design Hotels is a global hospitality brand focused on luxury boutique hotels.

Задачи

• Review and optimize the CRM and email marketing strategy, and develop and execute a CRM roadmap for the next 2-5 years;
• Own and improve customer database segmentation based on booking behavior, preferences, engagement, frequency, and customer value;
• Lead optimization of user data collection through web registration and ensure the availability and quality of data for CRM, personalization, and segmentation;
• Conduct consumer research and develop customer personas for targeted communications and customer journeys;
• Use relational and behavioral data to improve targeting and personalization across the customer lifecycle;
• Lead A/B testing and optimization across email personalization, automated campaigns, and customer journey flows;
• Monitor KPIs and report on campaign performance with recommendations to improve engagement, conversions, and campaign effectiveness;
• Resolve CRM segmentation and data-processing requests from other teams;
• Own and optimize the organization and cataloging of CMS modules;
• Support internal teams in using the CMS and digital tools by developing documentation, guidance, and best practices;
• Set up and analyze website surveys, data, and interviews, and propose solutions based on the results;
• Support Product by combining qualitative and quantitative insights to identify user needs, pain points, and improvement opportunities;
• Review and test newly developed features in staging environments before release;
• Investigate systemic problems, identify contributing factors, and propose solutions;
• Collaborate with Product, Design, Development, Marketing, and other stakeholders to improve website functionality and the digital customer experience;
• Support the definition and documentation of requirements for website improvements and new digital functionality.

Требования

• At least 4 years of experience in digital marketing, CRM, or a related role;
• Strong experience in CRM, email marketing, marketing automation, customer segmentation, and personalization;
• Strong analytical skills and experience with Google Analytics 4 and other reporting tools;
• Experience developing and optimizing customer journeys using data and testing;
• Curious and analytical approach to problem-solving, including root-cause analysis and practical solutions;
• Good understanding of the digital landscape and hospitality industry;
• Familiarity with CMS platforms, website operations, and content management processes;
• Comfortable testing digital features, identifying issues, documenting requirements, and collaborating with Product, Design, and Development teams;
• Strong project management, organizational, and cross-functional collaboration skills;
• Excellent communication and teamwork skills;
• Strong written and spoken English;
• Nice to have: Basic SQL knowledge and CRM data querying, qualitative and quantitative research methods, including surveys, customer interviews, user feedback, and behavioral data.

Условия

• Hybrid mobile working options;
• Benefits at member hotels, brand partners, and employee discounts and special offers, including Marriott Explore rates;
• Career development opportunities in an international company.