CRM Manager

About Kempinski Hotels

Kempinski Hotels is a prestigious hospitality group known for its heritage of elegance and innovative spirit. Our portfolio includes iconic hotels and resorts worldwide, blending impeccable service with authentic local experiences. We foster a culture where passion thrives, individuality is embraced, and every detail is carefully crafted to create memorable stays and rewarding careers.

Role Overview

As a CRM Manager at Kempinski, you will spearhead the creation and management of a robust, scalable global CRM infrastructure. Your responsibilities will span designing automated guest communication journeys, coordinating targeted marketing campaigns, ensuring data privacy compliance, and optimizing CRM platform usage to enhance guest engagement and loyalty.

Key Responsibilities

• Lead the development and deployment of a scalable, state-of-the-art global CRM technology framework.
• Design and execute automated communications throughout the guest lifecycle, from welcoming pre-arrival messages to post-stay follow-ups and loyalty programs.
• Create and oversee CRM marketing strategies driven by customer segments, behavior triggers, and brand positioning.
• Collaborate with legal teams to enforce strict data privacy protocols, including consent management and compliance with GDPR across all customer communication channels.
• Manage editorial calendars for timely release of marketing content across guest-facing newsletters and channels.
• Coordinate and implement loyalty initiatives and promotional campaigns to boost direct channel engagement globally.
• Develop advanced customer segmentation frameworks for personalized, multi-channel guest interactions.
• Integrate complex data from multiple channels to build unified customer profiles encompassing online and offline touchpoints.
• Apply automated business rules that maintain data quality, manage profile deduplication, enrichment, and monitor potential issues.
• Serve as the in-house specialist for email, messaging, and CRM platforms, identifying optimizations, new feature integrations, and managing system interfaces.
• Review and proofread communications at property level to ensure adherence to brand style guides.
• Analyze and report on campaign performance metrics, such as open rates, click-through rates, conversions, and guest engagement, providing actionable insights to leadership.
• Assist with departmental budget forecasting and annual business planning processes.
• Collaborate with hotel operations, creative agencies, and technical vendors to ensure smooth delivery of all guest communications.

Qualifications and Expertise

• Minimum of five years’ experience managing multi-channel CRM systems, database management, or lifecycle marketing covering the entire customer journey, preferably in luxury hospitality or premium retail.
• Bachelor’s degree in marketing, communications, or a related discipline.
• High competence with major CRM and ESP platforms, multi-channel messaging tools, data architecture visualization, HTML/CSS for digital messages, and Google Workspace applications.
• Strong analytical skills to interpret complex data sets, manage profile hygiene including deduplication, conduct A/B testing, and develop sophisticated segmentation strategies.
• Fluent English communication skills, both written and verbal, with meticulous attention to detail and grammar.
• Excellent organizational skills capable of handling multiple global campaigns and cross-channel initiatives simultaneously.
• Team-oriented with a positive mindset, self-motivation, and professional demeanor.
• Ability to remain calm under pressure while managing confidential guest data securely and in full compliance with data privacy regulations.

Benefits and Culture

Kempinski is dedicated to nurturing talent and offers opportunities for career advancement within our global network spanning over 30 countries. Our inclusive culture values employee voices and empowers teams to create outstanding guest experiences. Benefits include competitive salaries, private medical insurance, generous annual leave, performance bonuses, and exclusive discounts at Kempinski properties and partners worldwide.

Equal Opportunity Statement

Kempinski Hotels champions diversity and equal opportunity employment, ensuring a respectful and supportive environment for all employees regardless of gender, ethnicity, religion, sexual orientation, age, disability, veteran status, or any other protected characteristic under the law.