CRM Manager

Contenido de trabajo

AMAN

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners – taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

LOCATION

This position is located in our Corporate Office in Baar, Switzerland.

THE POSITION

The CRM Manager coordinates, plans and executes strategies encompassing data, infrastructure, business intelligence, campaign marketing to drive recognition, loyalty, and revenue for the Aman brand globally.

The position is managing the CRM needs of the core hospitality brand, and the additional retail and experience brands that have recently been launched. This role combines technical knowledge with a creative sensibility to deliver marketing and communications that delight and retain Aman customers and drive revenue and ROI.

MAIN DUTIES AND RESPONSIBILITIES:

Campaign Marketing – email and direct mail

• Coordinate, plan and execute the email and direct mail strategy for the brand. Collaborate with the Director of CRM, Product ,and Brand teams to develop engaging creative and cross-channel campaigns, targeted to each recipient
• Drive all metrics of the email marketing engagement funnel (open, click-through, click-through to open, site engagement rates) by leveraging segmentation, dynamic content, and other techniques
• Use existing CRM platform and new technologies to test and launch campaign enhancements, driving revenue across hospitality and retail product verticals
• Also includes supporting Trade/B2B, PR and Events teams in deploying campaigns to their audiences
• Collaborate closely with the Director of CRM and business partners to roll out the necessary SOPs, analytics, day-to-day monitoring and sharing of best-practice to deliver a high performing, best in class programme
• Increase the Aman guest repeat rate, both brand-wide and at each property

Customer Lifecycle

• Enhance and execute guest communications at key touchpoints across the customer journey – e.g. pre-arrival, on property, post-departure
• Develop and roll out tools and programmes on property to help property teams recognize and delight guests (through seamless access to stay data, preferences etc.)
• Encompasses content, production and system integrations required
• Deliver multi-channel attribution analysis

Data Management

• Collaborate with the Operations, Reservations, IT, and Data Management functions to enhance the quality and quantity of guest data captured
• Collaborate with other departments to ensure Aman remains rigorously GDPR-compliant
• Ensure data capture and management for all Retail business units and Residences is integrated with the global CRM approach

Guest Engagement

• In delivering on the scope above, and in collaboration with the Director of CRM and key partners, the Manager of CRM will be a key driver of the Guest Engagement Initiative. Its goal is to deliver loyalty and advocacy through a guest experience that’s enhanced by a stronger understanding of our guests

QUALIFICATIONS

• Minimum of 3 years of experience in consumer marketing or analytics
• Proven analytical skills with a strong grasp of KPIs
• Must have experience with CRM systems and marketing campaign tools (ex. Salesforce, TravelClick, Oracle or similar) and channels to design CRM programs and client journeys
• In-depth knowledge of the creative process will be important, alongside a rigorous approach to project management
• Candidate should be exceptionally well-organized with strong project management skills
• Advanced knowledge of Excel, Powerpoint, and general understanding of other analytical tools
• Experience in luxury goods or services preferred
• Experience in hospitality highly desirable, but not essential
• Experience in a multi-cultural environment is an advantage
• Strong interpersonal skills, detail orientated, investigative and persuasive. Has good communication skills
• Proactive and able to work fast and while managing multiple stakeholders
• Fluent in English is a must; any additional language is a plus