CRM Manager

Kempinski Hotels; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Private medical insurance

Annual bonus

Generous vacation allowance

Discounts on stays across Kempinski

Job summary

Kempinski Hotels is seeking a CRM Manager in Dubai, United Arab Emirates, to lead the global CRM infrastructure within Sales & Marketing. You will design automated guest lifecycle journeys, manage targeted campaigns, ensure GDPR-compliant data privacy, and optimize multi-channel communications across guest touchpoints.

The role requires 5+ years in multi-channel CRM/lifecycle marketing, a Bachelor’s degree in marketing or related field, and strong English communication.

Qualifications

• Minimum 5 years of experience in multi-channel CRM, lifecycle marketing, or related field.
• Bachelor’s degree in marketing, communications, or a related field.
• High proficiency in major CRM/ESP platforms and data architecture mapping.
• Strong written and verbal English with attention to detail.

Responsibilities

• Oversee and support scalable global CRM infrastructure.
• Design automated guest lifecycle journeys from pre-arrival to post-stay.
• Develop targeted, lifecycle-driven CRM marketing strategies.
• Ensure GDPR and global data privacy standards.
• Manage editorial calendar for guest communications across channels.
• Plan and deploy loyalty initiatives and member promotions.
• Establish advanced customer segmentation and personalized multi-channel pathways.
• Map data points across channels to create a unified customer profile.
• Implement automated data quality and deduplication processes.
• Act as internal expert for email, messaging, and CRM platforms.
• Provide QA for property-level communications to maintain brand standards.
• Track key metrics and provide insights to executives.
• Support monthly budget forecasting and annual business plan.
• Coordinate with internal teams and vendors for delivery of assets.

Skills

CRM management

Lifecycle marketing

Data privacy

Analytical skills

English communication

HTML/CSS

Education

Bachelor's degree in marketing or communications

Tools

CRM platforms (e.g., Salesforce)

ESP platforms (e.g., Mailchimp)

Job description

CRM Manager

Department: Sales & Marketing

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Reporting To: Yannick Brandner

Description

Key Responsibilities

As our CRM Manager your role will include, but is not limited to:

• Infrastructure Development: Oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure.
• Strategy & 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 & 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 & 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 & Promotions: Plan, coordinate, and deploy global loyalty initiatives and high-impact member promotions to accelerate direct channel engagement.
• Segmentation & 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 & 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 & Reporting: Track and report on key performance metrics (open rates, CTR, conversions, guest engagement across touchpoints), providing actionable insights to the executive team.
• Budgeting & 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.

Skills, Knowledge and Expertise

• Experience: 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.
• Education: Bachelor’s degree in marketing, communications, or a related field.
• Technical & Data Skills: High proficiency in major CRM/ESP platforms, multi-channel messaging platforms, data architecture mapping, HTML/CSS for digital communications, and Google Workspace.
• Analytical Mindset: Strong ability to interpret complex datasets, manage profile hygiene/deduplication, perform A/B testing, and build complex database segmentations.
• Communication: Outstanding written and verbal communication skills in English, with high attention to detail and grammar.
• Organization: Exceptional multi-tasking capabilities with the ability to manage high-volume global campaign schedules and cross-channel projects with precision.
• Personal Attributes: A team player with a positive attitude, personal drive to succeed, and a professional presence.
• Professionalism: Composed under pressure and able to handle confidential guest data with the highest level of discretion and data privacy compliance.

Benefits

Kempinski emphasizes talent development and offers career progression within its global network, with properties in over 30 countries. There are opportunities to work in diverse cultural environments whilst continuing your professional growth. We are proud to foster a culture where employees feel valued, heard, and are empowered to deliver exceptional guest experiences.

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

Equal Opportunities: At Kempinski, we embrace diversity and are committed to fostering a workplace where every individual feels respected, valued, and empowered to succeed. We provide equal employment opportunities and fair treatment to all, regardless of ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital or family status, disability, veteran status, or any other characteristic protected by applicable laws.