CRM Manager

• Design and implement CRM strategies that drive customer engagement and business growth.
• Oversee the configuration, implementation, and management of the Velaa CRM system.
• Ensure CRM processes align with company goals and best practices.
• Analyze customer data and behaviors to create actionable insights.
• Segment customers to personalize marketing campaigns and communications.
• Develop and run the communications plan in line with the marketing strategy.
• Collaborate with sales, marketing, and support teams to ensure a unified customer approach.
• A/B test content and strategies to optimize performance.
• Maintain customer databases and ensure data hygiene and GDPR compliance.

Qualifications

• Minimum 3 years' experience in a similar role at a 5-star luxury hotel/resort.
• Strong understanding of various CRM and PMS systems.
• Analytical mindset with proficiency in Excel and/or data visualization tools.
• Experience with customer segmentation, personalization, and journey mapping.
• Knowledge of GDPR and other data protection laws.
• Excellent project management and communication skills.
• Advanced proficiency in written and spoken English is required, Fluency in other languages will be an advantage.
• Outstanding customer service, communication and interpersonal skills.

Additional Information

We are looking for a results-oriented CRM Manager to lead our customer relationship strategies. This role involves managing the Velaa CRM system, analyzing customer data, and creating targeted campaigns to boost engagement, retention, and lifetime value. Success requires strategic insight, technical expertise and a customer-focused approach.