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 levelEmployment Type

Full-timeJob Function

Customer ServiceIndustries

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