CRM Manager

At Kempinski, we don't just offer stays; we curate moments. As a hospitality organization, anchored in a legacy of elegance and a pioneering spirit, we have grown into a collection of iconic hotels and resorts around the world, each a landmark in its own right. From grand palaces steeped in history to contemporary masterpieces of design, Kempinski is where impeccable service meets authentic local experiences.

We empower our people to be artisans of hospitality, fostering an environment where passion is nurtured, individuality is celebrated, and every detail is thoughtfully considered. Joining Kempinski means becoming part of a family that is dedicated to creating memories that last a lifetime for our guests, and a fulfilling and enriching career for our team.

If you are driven by excellence, inspired by the art of hospitality, and seek to contribute to a legacy of luxury, we invite you to explore the exceptional opportunities that await you at Kempinski Hotels. We invite you to be part of our story.

Key Responsibilities

• Infrastructure Development: Oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure.
• Strategy & Lifecycle: Design and implement automated guest lifecycle communication journeys, from pre-arrival welcomes to post-stay engagement and loyalty retention.
• Targeted Campaign Strategy: Manage the development of highly targeted, lifecycle-driven CRM marketing strategies focused on customer segments, behavioral triggers, and brand equity.
• Data Privacy & Governance: In close cooperation with the Legal team, manage strict consent protocols, opt-in/opt-out mechanisms, and global data privacy standards (including GDPR compliance) across all guest communication channels and CRM databases.
• Campaign & Content Management: Manage the departmental editorial calendar to ensure the timely deployment of marketing content across all guest-facing digital newsletters and communication channels.
• Campaigns & Promotions: Plan, coordinate, and deploy global loyalty initiatives and high-impact member promotions to accelerate direct channel engagement.
• Segmentation & Personalization: Establish frameworks for advanced customer segmentation and automate highly personalized, multi-channel communication pathways to enhance guest experiences.
• Data Harmonization: Map complex data points across multiple channels, consolidating online and offline interactions into a unified customer profile ecosystem.
• Data Quality & Automation: Implement sophisticated automated business rules to manage profile deduplication, data enrichment, quality monitoring, and issue identification.
• Platform Optimization: Act as the internal expert for email, messaging, and CRM platforms, identifying opportunities to optimize usage, integrate new features, and manage system integrations.
• Quality Assurance: Review and provide proofreading support for property-level communications to ensure strict adherence to brand style guides.
• Analytics & Reporting: Track and report on key performance metrics (open rates, CTR, conversions, guest engagement across touchpoints), providing actionable insights to the executive team.
• Budgeting & Planning: Support the monthly forecasting of the departmental budget and assist with the annual Business Plan process.
• Collaboration: Coordinate with internal departments, hotel operations teams, creative agencies, and technical suppliers to ensure seamless delivery of all guest communication assets.
  
  

Skills, Knowledge and Expertise

• Experience: Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey, preferably within the luxury hospitality or premium retail sector.
• Education: Bachelor’s degree in marketing, communications, or a related field. 
• Technical & Data Skills: High proficiency in major CRM/ESP platforms, multi-channel messaging platforms, data architecture mapping, HTML/CSS for digital communications, and Google Workspace.
• Analytical Mindset: Strong ability to interpret complex datasets, manage profile hygiene/deduplication, perform A/B testing, and build complex database segmentations.
• Communication: Outstanding written and verbal communication skills in English, with high attention to detail and grammar.
• Organization: Exceptional multi-tasking capabilities with the ability to manage high-volume global campaign schedules and cross-channel projects with precision.
• Personal Attributes: A team player with a positive attitude, personal drive to succeed, and a professional presence.
• Professionalism: Composed under pressure and able to handle confidential guest data with the highest level of discretion and data privacy compliance.

Benefits

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