CRM Manager

At Kempinski we don t just offer stays we curate moments As a hospitality organization anchored in a legacy of elegance and a pioneering spirit we have grown into a collection of iconic hotels and resorts around the world each a landmark in its own right From grand palaces steeped in history to contemporary masterpieces of design Kempinski is where impeccable service meets authentic local experiences We empower our people to be artisans of hospitality fostering an environment where passion is nurtured individuality is celebrated and every detail is thoughtfully considered Joining Kempinski means becoming part of a family that is dedicated to creating memories that last a lifetime for our guests and a fulfilling and enriching career for our team If you are driven by excellence inspired by the art of hospitality and seek to contribute to a legacy of luxury we invite you to explore the exceptional opportunities that await you at Kempinski Hotels We invite you to be part of our story

Role Responsibilities

• Infrastructure Development
• Oversee and support the implementation of a scalable best-in-class global CRM technology infrastructure
• Strategy amp Lifecycle
• Design and implement automated guest lifecycle communication journeys from pre-arrival welcomes to post-stay engagement and loyalty retention
• Targeted Campaign Strategy
• Manage the development of highly targeted lifecycle-driven CRM marketing strategies focused on customer segments behavioral triggers and brand equity
• Data Privacy amp Governance
• In close cooperation with the Legal team manage strict consent protocols opt-in opt-out mechanisms and global data privacy standards including GDPR compliance across all guest communication channels and CRM databases
• Campaign amp Content Management
• Manage the departmental editorial calendar to ensure the timely deployment of marketing content across all guest-facing digital newsletters and communication channels
• Campaigns amp Promotions
• Plan coordinate and deploy global loyalty initiatives and high-impact member promotions to accelerate direct channel engagement
• Segmentation amp Personalization
• Establish frameworks for advanced customer segmentation and automate highly personalized multi-channel communication pathways to enhance guest experiences
• Data Harmonization
• Map complex data points across multiple channels consolidating online and offline interactions into a unified customer profile ecosystem
• Data Quality amp Automation
• Implement sophisticated automated business rules to manage profile deduplication data enrichment quality monitoring and issue identification
• Platform Optimization
• Act as the internal expert for email messaging and CRM platforms identifying opportunities to optimize usage integrate new features and manage system integrations
• Quality Assurance
• Review and provide proofreading support for property-level communications to ensure strict adherence to brand style guides
• Analytics amp Reporting
• Track and report on key performance metrics open rates CTR conversions guest engagement across touchpoints providing actionable insights to the executive team
• Budgeting amp Planning
• Support the monthly forecasting of the departmental budget and assist with the annual Business Plan process
• Collaboration
• Coordinate with internal departments hotel operations teams creative agencies and technical suppliers to ensure seamless delivery of all guest communication assets

You will receive a competitive salary amp benefits including private medical insurance generous annual vacation allowance annual bonus amp exclusive discounts on stays across our properties and all Global Hotel Alliance partner brands worldwide

Be part of a legacy build your future Discover the possibilities at Kempinski

Qualifications

• Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey, preferably within the luxury hospitality or premium retail sector.
• Bachelor s degree in marketing, communications, or a related field.
• High proficiency in major CRM/ESP platforms, multi-channel messaging platforms, data architecture mapping, HTML/CSS for digital communications, and Google Workspace.
• Strong ability to interpret complex datasets, manage profile hygiene/deduplication, perform A/B testing, and build complex database segmentations.
• Outstanding written and verbal communication skills in English, with high attention to detail and grammar.
• Exceptional multi-tasking capabilities with the ability to manage high-volume global campaign schedules and cross-channel projects with precision.
• A team player with a positive attitude, personal drive to succeed, and a professio