Job Description
Our Client:
RGF is representing a Luxury Hotels & Resorts Group. They are actively looking to hire a CRM Manager to join their ever-growing team.
About the Role:
You will be responsible for leading and managing all CRM and Loyalty related initiatives, programs and campaigns.
The Responsibilities:
* Contribute to the corporate marketing strategy and achieve overall business objectives by driving customer and member profitability
* Oversee overall group CRM strategies to drive customer lifetime value, retention, loyalty, and advocacy
* Lead implementation of CRM and loyalty marketing campaigns to drive acquisition, incremental revenue, and awareness of membership privileges
* Conduct customer journey mapping to identify key business and customer touchpoints, enabling opportunities and fixing gaps
* Lead implementation of new CRM management tool, working closely with the relevant vendors, hotel teams and internal IT teams
* Act as central point of contact for on-going loyalty operations and loyalty marketing projects and initiatives
* Form ongoing CRM strategies that enable the continuous and consistent testing, learning, and optimization in order to maximize consumers' lifetime value
* Develop and leverage consumer behavioural, lifestyle, transactional, and demographic data in order to deliver insights for relevant marketing programs, with a vision of growing consumer loyalty and increasing their lifetime value to the business
* Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its product
* Work collaboratively with the HQ Marketing Team and Group Marketing stakeholders to execute CRM marketing campaigns
* Work closely with hotel operations teams on the adoption of the loyalty program both to drive staff engagement and to develop customer-facing best practices
* Identify & establish key partners & merchants for the CRM and Loyalty Program IT and technology infrastructure
* Manage key CRM and Loyalty vendor relationships
* Develop consumer segmentation models along with internal and external analysts and based on common characteristics inclusive of purchase history, consumer type, consumer behaviour, and demographics
* Demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing
The Requirements:
* Minimum Bachelor or Master's Degree in Business Management, Marketing Communications, Digital Marketing, Hospitality Management, Technology or other relevant degree
* Minimum 8 years of experience in CRM, Loyalty Marketing, Project Management or Consulting
* Experience in travel and hotel industry preferred
* Demonstrated experience with Property Management System (PMS), Database management platforms (DMP, CDP), CRM tools, and Loyalty Programmes.
* Familiar with hotel IT infrastructure, connecting Property Management Systems, CRM platform and third-party tools
* Experience with Tableau or other data visualization software
* Sound understanding of data analytics, from analyzing trends, growth areas, and survey analytics
* A team player with strong collaboration skills, being able to handle multiple C-level stakeholders' relationships
* Strong business acumen, analytical and presentation skills
* Fluency in English (oral and written) with excellent writing skills liaise effectively with English-speaking stakeholders
* Outstanding project management skills, solution, and action-oriented
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.