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.