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Manager, CRM & Guest Engagement

Kerzner International
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 months ago
CRM campaign managementGuest engagementSalesforce Marketing CloudJourney BuilderEmail StudioAutomation Studio

Full Job Posting

About Kerzner

Kerzner operates a global hospitality portfolio and focuses on innovation, guest experiences and colleague development.

The company has an international team of more than 10,000 colleagues and operates brands including One&Only, SIRO and Rare Finds.

Job Summary

The Manager, CRM & Guest Engagement will support CRM and guest communications across Kerzner's global brands and resorts.

The role owns day-to-day CRM campaign delivery, Salesforce Marketing Cloud, automated guest journeys and transactional communications.

This is a hands-on role requiring strong attention to detail, organisation and the ability to manage multiple brands and priorities.

Key Responsibilities

  • Manage CRM activity and the CRM/EDM calendar across brands, resorts and stakeholders.
  • Own campaign delivery from audience selection through build, testing, QA, deployment and reporting.
  • Maintain quality control across guest communications, including content, personalisation, data, rendering and tracking.
  • Build and optimise Salesforce Marketing Cloud campaigns and automated journeys.
  • Support booking confirmations, pre-arrival messages and other transactional communications.
  • Manage segmentation, subscriber updates, preferences and campaign data requirements.
  • Use testing and personalisation to improve guest engagement and campaign performance.
  • Report CRM performance and provide insights and recommendations to stakeholders.
  • Support lifecycle journeys and emerging channels such as app, push, SMS and WhatsApp.
  • Coordinate with IT, data teams and external partners on integrations, enhancements, data requirements and UAT.
  • Support Customer 360, CDP and guest segmentation capabilities.
  • Ensure CRM activity follows privacy, consent and brand requirements while maintaining clear processes and documentation.

Skills, Experience & Educational Requirements

  • At least five years of experience in CRM, lifecycle marketing, email marketing or guest engagement.
  • Strong hands-on experience with Salesforce Marketing Cloud is required.
  • Experience managing CRM across multiple brands, properties, markets or business units is required.
  • Experience delivering marketing and transactional communications is required.
  • Experience with Journey Builder, Email Studio, Automation Studio, segmentation, personalisation, A/B testing and reporting is required.
  • Working knowledge of HTML/CSS for email is required.
  • Hospitality, travel or luxury experience is strongly preferred.
  • AMPscript, SQL, CDPs, CRM platforms, APIs or integrated marketing technology experience is advantageous.
  • Strong communication skills and confidence working with senior stakeholders, resort teams, IT teams and external partners are required.
  • Salesforce Marketing Cloud certifications are advantageous.

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