CRM Manager

Kempinski Hotels SA; Dubai; On-site; AED 240,000 - 420,000; Full time

Benefits offered by this job

Private medical insurance

Generous annual vacation

Annual bonus

Exclusive discounts on stays

Job summary

Kempinski Hotels SA in Dubai is seeking a CRM Manager to lead the global CRM strategy and lifecycle programs. You will shape targeted engagement across channels, ensure data privacy, and manage loyalty initiatives, with a focus on premium guest experiences.

The role requires 5+ years in multi-channel CRM, strong analytics, and proficiency with CRM/ESP platforms, HTML/CSS, and Google Workspace. A strong hospitality background is preferred.

Qualifications

• Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey.
• 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.

Responsibilities

• Oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure.
• Design and implement automated guest lifecycle communication journeys from pre-arrival to post-stay engagement.
• Develop highly targeted, lifecycle-driven CRM marketing strategies focused on customer segments and brand equity.
• Collaborate on data privacy, consent protocols, opt-in/out, and GDPR compliance across all channels.
• Manage editorial calendar and timely deployment of marketing content across guest newsletters and channels.
• Plan, coordinate, and deploy global loyalty initiatives and member promotions.
• Establish frameworks for advanced customer segmentation and personalized multi-channel communications.
• Map data points across channels to unify customer profiles; harmonize online and offline interactions.
• Implement automated rules for deduplication, data enrichment, and data quality monitoring.
• Act as internal expert for email, messaging, and CRM platforms; optimize usage and integrations.
• Review communications for brand style and quality; ensure consistency across properties.
• Track and report KPIs (open rates, CTR, conversions, guest engagement) with actionable insights.
• Support monthly budgeting and annual business planning; collaborate with departments and suppliers.

Skills

CRM

Lifecycle marketing

Multi-channel

Data analysis

HTML/CSS

Google Workspace

Education

Bachelor’s degree in marketing, communications, or related field

Tools

CRM platforms

ESP platforms

Google Workspace

Data architecture mapping

Job description

CRM Manager

Department: Sales & Marketing

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Reporting To: Yannick Brandner

Description

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

Key Responsibilities

• 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.