Offer summary

Qualifications:

Minimum 3 years of experience in a similar role within a 5-star luxury hotel or resort., In-depth knowledge of CRM and PMS platforms., Strong analytical skills with proficiency in Excel and data visualization tools., Excellent project management and communication skills, with fluency in English..

Key responsibilities:

Develop and implement CRM strategies to improve customer engagement.

Manage the configuration and operation of the resort's CRM system.

Analyze customer data to generate insights and support marketing efforts.

Collaborate with sales, marketing, and guest services teams to ensure a seamless customer experience.

Job description

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.