Job Openings CRM Manager

About the job CRM Manager

Position Level: Management Level
Reporting Line: Front Office Manager

Our client, an ultra-luxury resort ranked among the top ten in the Maldives, renowned for its world-class service and transformative guest experiences, is now seeking a CRM Manager to elevate its customer relationship strategy, enhance guest engagement, and drive personalised experiences that align with the resort's exceptional service standards.

Requirements:

  • At least 3 years of experience in a similar position within a 5-star luxury hotel or resort.
  • In-depth knowledge of various CRM and PMS platforms.
  • Strong analytical skills with proficiency in Excel and/or data visualisation tools.
  • Proven experience in customer segmentation, personalisation, and journey mapping.
  • Solid understanding of GDPR and other relevant data protection regulations.
  • Excellent project management abilities and clear, effective communication skills.
  • Advanced proficiency in written and spoken English; fluency in additional languages is a plus.
  • Exceptional customer service orientation with outstanding interpersonal skills.
  • Willing to relocate to a remote island of the Maldives. 

Responsibilities:

  • Develop and implement CRM strategies to enhance customer engagement and support business growth.
  • Oversee the configuration, implementation, and management of the resort's CRM system.
  • Ensure CRM processes are aligned with organizational objectives and industry best practices.
  • Analyze customer data and behavior to generate actionable insights.
  • Segment customer profiles to deliver personalized marketing campaigns and communications.
  • Create and execute a communications plan in alignment with the overall marketing strategy.
  • Collaborate closely with sales, marketing, and guest services teams to ensure a consistent customer experience.
  • Conduct A/B testing on content and strategies to maximize effectiveness.
  • Maintain and update customer databases, ensuring data accuracy, cleanliness, and compliance with GDPR.

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