CRM Manager
Role Overview
Lead hotel-focused CRM initiatives to enhance guest loyalty, satisfaction, retention, repeat business, and revenue.
The role calls for hands-on experience in hotel operations, guest engagement, database management, and CRM strategies.
Key Skills for This Role
Full Job Posting
About the role
Lead hotel-focused CRM initiatives to enhance guest loyalty, satisfaction, retention, repeat business, and revenue.
The role calls for hands-on experience in hotel operations, guest engagement, database management, and CRM strategies.
Key responsibilities
- Develop CRM strategies for guest retention, loyalty, repeat bookings, and customer lifetime value.
- Maintain guest profiles, preferences, booking history, and communication records.
- Analyze guest behavior, booking patterns, and customer feedback to improve personalization and guest experiences.
- Execute targeted email, SMS, and WhatsApp campaigns and loyalty initiatives.
- Coordinate CRM activities with Sales, Marketing, Reservations, Front Office, and Revenue Management.
- Drive personalized offers and retention campaigns to increase direct bookings and repeat visits.
- Monitor campaign conversion, guest retention, repeat bookings, and customer engagement.
- Produce reports and insights to support commercial decisions and revenue growth.
- Manage personalized guest communications from pre-arrival to post-stay.
- Maintain data privacy, database integrity, and applicable data-protection compliance.
- Improve CRM processes, system utilization, and guest relationship management.
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or a related field.
- 4–6 years of relevant CRM experience; hotel or hospitality experience is preferred.
- Strong understanding of hotel operations, guest relations, reservations, and the hospitality customer journey.
- Hands-on experience with CRM platforms and hotel systems such as IDS, Salesforce, HubSpot, or Cendyn.
Pay
- AED 3,000–4,000 per month.
Work location
- Work is in person in Dubai.
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