CRM Strategy Lead — Hospitality Growth & Personalization

Sunset Hospitality Group; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Sunset Hospitality Group is seeking a skilled CRM Manager to own our Group CRM strategy and its execution across our brands. You will leverage Salesforce Marketing Cloud for journey building, audience segmentation, and multi-channel campaigns to drive guest retention and revenue growth.

You will lead the CRM team, collaborate with Marketing, Operations, and Revenue, and ensure data-driven decision making with regular reporting. English proficiency and hospitality experience are essential.

Qualifications

• 6+ years in CRM, loyalty, or lifecycle marketing in hospitality, travel, or consumer brands.
• Strong knowledge of Salesforce CRM and Marketing Cloud integration.
• Experience owning and managing campaign budgets and data-driven decision making.

Responsibilities

• Define and own the Group CRM roadmap across brands.
• Design customer journeys using Journey Builder and Automation Studio.
• Develop segmentation and personalization strategies based on guest behavior.
• Own Salesforce Marketing Cloud and integration with wider systems.
• Lead, develop and mentor the CRM team; set priorities and standards.
• Partner with Marketing, Operations, and Revenue to translate strategy into on-property execution.
• Build internal capability through workshops and training on Marketing Cloud.
• Monitor performance and deliver actionable insights to senior stakeholders.
• Manage CRM budget and campaign reporting on a weekly/monthly cadence.
• Analyze journey performance and run A/B tests to refine strategy.

Skills

CRM strategy

Lifecycle marketing

Data analytics

Budget management

Team leadership

Cross-functional collaboration

Project management

Attention to detail

English proficiency

Tools

Salesforce CRM

Salesforce Marketing Cloud

Job description

Sunset Hospitality Group is seeking a skilled CRM Manager to own our Group CRM strategy and its execution across our brands. You will leverage Salesforce Marketing Cloud for journey building, audience segmentation, and multi-channel campaigns to drive guest retention and revenue growth.

You will lead the CRM team, collaborate with Marketing, Operations, and Revenue, and ensure data-driven decision making with regular reporting. English proficiency and hospitality experience are essential.