CRM & Personalization Manager

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Miral Destinations Full time

The CRM & Personalization Support Manager will manage the strategic planning, development and execution of CRM campaigns & initiatives, ensuring alignment with business objectives to drive growth and enhance the guest engagement & experience. This role involves coordinating with key departments to maintain consistency across initiatives and executing campaign development, automation, and reporting across all digital touchpoints. This is an excellent opportunity for a proactive individual seeking to develop expertise in CRM and guest engagement within Miral Destinations.

Job Scope Development and Execution of CRM Campaigns
  • Manage and deliver targeted multi-channel CRM campaigns.
  • Implement CRM strategies to drive personalization, acquisition, engagement, retention, and guest loyalty.
  • Oversee the creation of automation of engaging campaigns across all digital channels.
  • Manage digital communication initiatives to foster customer engagement, maintain brand consistency, and enhance customer experience.
  • Ensure compliance with data protection laws (e.g., GDPR, copyright, and data privacy).
  • Execute data segmentation and campaign analysis as needed.
Ensure Consistent Messaging, Branding, Content, and Visuals in All External Communications
  • Follow the brand guidelines for external communications.
  • Review all marketing briefs & materials to ensure consistency.
  • Maintain a cohesive brand image across all campaign templates.
Manage Stakeholders' Relationships
  • Develop and maintain strong relationships with stakeholders.
  • Communicate regularly with stakeholders to keep them informed and engaged.
  • Address stakeholder concerns and feedback promptly.
Performance Tracking & Reporting
  • Track KPIs and performance metrics to ensure campaign ROI.
  • Use campaign management tools and Google Analytics to track digital performance and optimize campaigns based on user engagement metrics.
  • Identify key insights and recommendations.
  • Ensure reports are accurate and delivered on time.
Research & Optimization
  • Monitor & research industry latest trends and best practices in CRM/ guest experience and recommend improvement to drive guest engagement & revenue growth.
  • Manage the documentation & improvement of CRM processes & guest's online journey.
  • Develop and implement optimization plans for improving the guest experience based on performance metrics across different channels.
  • Attend industry events and training sessions.
Qualifications
  • Educated to degree level or equivalent in Information Technology, Business Administration, Tourism or equivalent.
  • Professional in using platforms such as Adobe suite, campaign management systems (i.e. Emarsys, Sales Force Exact Target, Adobe Campaign, etc.).
  • Minimum 1-3 years' previous customer service experience across the relevant CRM disciplines ideally; customer service, tourism, marketing, project management, online, research and analysis.
  • 1-3 years of experience in developing digital-style campaigns across different channels and enacting CRM strategies.
  • Experience in managing customer databases.
  • Business & tourism-related professional qualification.
  • Previous guest experience in the Tourism and Leisure industry.
  • Destination tourism experience.
  • Digital marketing experience.
  • Further qualifications in the areas of design, finance, customer experience, and/or customer relationship management.
  • Experience with change management.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Travel Arrangements

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