CRM & Guest Experience Lead

Kerzner International; Dubai; On-site; AED 240,000 - 324,000; Full time

Job summary

Kerzner International seeks a CRM & Guest Engagement Manager to drive CRM and guest communications across its global portfolio of brands and resorts. You will manage campaigns, journeys and transactional messages with Salesforce Marketing Cloud, coordinating with Brand, Resort Marketing, Operations and IT.

This hands-on role requires attention to detail, excellent organization and the ability to manage multiple brands and priorities across a fast-moving, luxury hospitality landscape.

Qualifications

• 5+ years' experience in CRM, lifecycle marketing, email marketing or guest engagement.
• Hospitality, travel or luxury experience strongly preferred.
• Strong hands-on experience with Salesforce Marketing Cloud.

Responsibilities

• Manage day-to-day CRM activity across Kerzner brands and resorts.
• Own end-to-end delivery of CRM campaigns using Salesforce Marketing Cloud.
• Maintain high QA standards for guest communications and data accuracy.
• Collaborate with Brand, Resort Marketing, Operations, IT and external partners.
• Develop lifecycle journeys and guest engagement use cases.
• Support new channels including app, push, SMS and WhatsApp.

Skills

CRM

Salesforce Marketing Cloud

Lifecycle marketing

Email marketing

Campaign management

HTML/CSS for email

AMPscript/SQL familiarity

Stakeholder management

Data privacy compliance

Tools

Salesforce Marketing Cloud

Journey Builder

Email Studio

Automation Studio

SQL

Job description

Kerzner International seeks a CRM & Guest Engagement Manager to drive CRM and guest communications across its global portfolio of brands and resorts. You will manage campaigns, journeys and transactional messages with Salesforce Marketing Cloud, coordinating with Brand, Resort Marketing, Operations and IT.

This hands-on role requires attention to detail, excellent organization and the ability to manage multiple brands and priorities across a fast-moving, luxury hospitality landscape.