Director - Digital and CRM Strategy

Atlantis; Dubai; On-site; AED 45,000 - 65,000; Full time

Job summary

Atlantis Dubai is seeking a Director - Digital and CRM Strategy to shape the luxury hospitality guest journey across websites, mobile apps, booking platforms, and CRM infrastructure. You will lead Digital Channels, Guest-Facing Technology, Data Analytics, and CRM teams to drive acquisition, direct bookings, personalization, retention, and loyalty.

The role reports to the Executive Director of Marketing and requires 8+ years in senior digital leadership, with proven ability to translate

Qualifications

• 8+ years in senior digital leadership, preferably in a large/complex org.
• Experience leading CRM programs and customer data initiatives.
• Strong understanding of enterprise CMS/CRM environments and data platforms.
• Knowledge of SEO, CRO, customer acquisition, retention, personalization, and loyalty.

Responsibilities

• Define and lead the digital and CRM strategy across Atlantis Dubai ecosystem.
• Own evolution of websites, apps, booking journeys, CRM capabilities, guest platforms.
• Lead end-to-end digital guest journey from discovery to post-stay communication.

Skills

Digital strategy

CRM strategy

Customer relationship management

Customer data platforms

Enterprise CRM platforms

Enterprise CMS platforms

Digital channels

Guest-facing technology

Digital product management

Mobile applications

Digital product roadmaps

Customer journey management

Customer experience

Personalisation

Marketing automation

Data analytics

Digital analytics

Performance dashboards

Reporting frameworks

SEO

Conversion rate optimisation

Digital customer acquisition

Customer retention

Loyalty strategy

Customer lifecycle management

Booking journey optimisation

System integration

Digital performance measurement

Commercial analytics

Stakeholder management

Cross-functional leadership

Team development

Project leadership

Tools

CDP

Enterprise CRM platforms

Enterprise CMS platforms

SEO tools

Analytics dashboards

Job description

Director - Digital and CRM Strategy

Job Snapshot Role: Director - Digital and CRM Strategy Location: Dubai, United Arab Emirates Industry: Hospitality Function: Direct Marketing -CRM Experience: Minimum 8 years Job Type: Full-time Position Overview Director - Digital and CRM Strategy in Dubai, United Arab Emirates is a senior Hospitality leadership opportunity at Atlantis Resorts for an accomplished digital executive experienced in CRM, customer data platforms, digital channels, analytics, mobile applications, personalization, and customer journey optimization.

Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Direct Marketing -CRM Salary: 45000-65000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time Role Context Digital interaction is increasingly central to how luxury hospitality guests discover, book, experience, and return to a destination. The Director will shape this journey across websites, mobile applications, booking platforms, CRM infrastructure, customer data environments, and guest-facing technologies. Reporting to the Executive Director of Marketing, the position leads Digital Channels, Guest-Facing Technology, Data Analytics, and CRM capabilities. Its business impact extends across customer acquisition, direct booking conversion, personalization, retention, loyalty, and guest satisfaction. The Director will align these capabilities into a cohesive digital strategy that supports both guest expectations and commercial performance across Atlantis Dubai.

Key Responsibilities

• Define and lead the digital and CRM strategy across the Atlantis Dubai ecosystem.
• Own the evolution of websites, mobile applications, booking journeys, CRM capabilities, and guest-facing digital platforms.
• Direct the end-to-end digital guest journey from initial discovery through booking, pre-arrival, on-property engagement, and post-stay communication.
• Lead teams responsible for Digital Channels, Guest-Facing Technology, Data Analytics, and CRM.
• Establish digital priorities that support revenue growth, guest engagement, loyalty, and customer lifetime value.
• Develop CRM programs that use guest insight to improve targeting, personalization, retention, and relationship management.
• Guide the development and effective use of customer data platforms.
• Strengthen the integration of customer information across relevant marketing, commercial, operational, and technology systems.
• Partner with IT and technical teams on complex platform integrations and digital infrastructure requirements.
• Work closely with Marketing, Commercial, Operations, and Corporate stakeholders to align digital initiatives with wider business priorities.
• Oversee enterprise CMS and CRM platforms and ensure they support evolving commercial and guest experience requirements.
• Shape mobile application roadmaps and prioritise functionality according to guest needs and business value.
• Improve digital booking journeys by identifying friction points and opportunities to increase conversion.
• Lead conversion rate optimisation initiatives using customer behaviour, analytics, experimentation, and performance data.
• Integrate SEO considerations into the wider digital channel strategy to strengthen qualified organic discovery.
• Support digital customer acquisition strategies while maintaining focus on conversion quality and commercial returns.
• Develop retention and loyalty initiatives informed by customer behaviour and lifecycle data.
• Establish analytics frameworks that convert digital and customer data into actionable business intelligence.
• Oversee dashboards and reporting structures for digital, CRM, customer journey, and commercial performance.
• Define meaningful performance indicators and measurement methodologies for strategic digital initiatives.
• Present business cases, performance findings, investment priorities, and recommendations to senior stakeholders.
• Identify emerging technologies capable of improving guest convenience, personalization, or operational effectiveness.
• Maintain a structured digital product roadmap and balance strategic innovation with reliable execution.
• Lead complex cross-functional projects involving multiple platforms, stakeholders, and operational dependencies.
• Build, coach, and develop high-performing digital and CRM teams.
• Create an environment where technical specialists, analysts, marketers, and business stakeholders can work toward shared customer and commercial objectives.

Ideal Profile

The successful candidate will bring at least 8 years of experience in senior digital leadership, ideally within a large and operationally complex organization. Substantial experience leading digital platforms, CRM programs, and customer data initiatives is essential. Candidates should understand enterprise CMS and CRM environments as well as customer data platforms, analytics technologies, system integrations, and digital performance optimisation. The role requires proven knowledge of SEO, conversion rate optimisation, customer acquisition, retention, personalization, and loyalty strategy. Experience managing mobile applications and digital product roadmaps is equally important. A strong analytical orientation is required. The Director should be able to move confidently from dashboards and customer behaviour data to commercial conclusions, investment priorities, and measurable actions. Leadership capability must extend beyond technology. The position requires excellent stakeholder management, persuasive executive communication, project leadership, and demonstrated success in building and developing high-performing teams. Experience within luxury hospitality, travel, premium consumer services, or another highly customer-centric environment is advantageous.

Skills Set

• Digital strategy
• CRM strategy
• Customer relationship management
• Customer data platforms
• CDP
• Enterprise CRM platforms
• Enterprise CMS platforms
• Digital channels
• Guest-facing technology
• Digital product management
• Mobile applications
• Digital product roadmaps
• Customer journey management
• Customer experience
• Personalisation
• Marketing automation
• Data analytics
• Digital analytics
• Performance dashboards
• Reporting frameworks
• SEO
• Conversion rate optimisation
• Digital customer acquisition
• Customer retention
• Loyalty strategy
• Customer lifecycle management
• Booking journey optimisation
• System integration
• Digital performance measurement
• Commercial analytics
• Stakeholder management
• Cross-functional leadership
• Team development
• Project leadership

Why Join Us

This position offers significant influence over the future of digital guest engagement within one of Dubai 's most distinctive luxury Hospitality environments. The scale and complexity of Atlantis Dubai provide exposure to sophisticated customer journeys, high-volume digital channels, premium guest expectations, and enterprise technology platforms. For a digital leader, the role combines strategic authority, commercial impact, technological innovation, and the opportunity to develop teams while advancing a long-term career within an international luxury hospitality portfolio.

About the Company

Atlantis Resorts delivers integrated luxury hospitality experiences in Dubai through Atlantis, The Palm and Atlantis The Royal. Its operations bring together accommodation, dining, entertainment, leisure, wellness, technology, and personalized guest services, supported by a diverse international workforce focused on creating distinctive experiences and lasting guest relationships.