Global CRM Leader - Luxury Hospitality

Kempinski Hotel; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Private medical insurance

Annual bonus

Discounts on stays

Vacation allowance

Job summary

Kempinski Hotels in Dubai seeks a senior CRM marketing leader to oversee a scalable global CRM infrastructure and design automated guest lifecycle journeys from pre-arrival to post-stay, driving targeted, loyalty-focused campaigns across multiple channels.

You will collaborate with Legal on data privacy, manage the editorial calendar for guest communications, and optimize segmentation and personalization to elevate guest experiences while preserving Kempinski's hallmark luxury and impeccable

Qualifications

• Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey, preferably within luxury hospitality or premium retail.
• 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.
• Strong ability to interpret complex datasets, manage profile hygiene/deduplication, perform A/B testing, and build complex database segmentations.
• Outstanding written and verbal communication skills in English, with high attention to detail and grammar.
• Exceptional multi-tasking capabilities with the ability to manage high-volume global campaign schedules and cross-channel projects with precision.
• A team player with a positive attitude, personal drive to succeed, and a professional presence.
• Composed under pressure and able to handle confidential guest data with the highest level of discretion and data privacy compliance.

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

CRM marketing

Multi-channel campaigns

Data analysis

English proficiency

Education

Bachelor's degree in marketing or related field

Tools

CRM/ESP platforms

HTML/CSS

Google Workspace

Data mapping

Job description

Kempinski Hotels in Dubai seeks a senior CRM marketing leader to oversee a scalable global CRM infrastructure and design automated guest lifecycle journeys from pre-arrival to post-stay, driving targeted, loyalty-focused campaigns across multiple channels.

You will collaborate with Legal on data privacy, manage the editorial calendar for guest communications, and optimize segmentation and personalization to elevate guest experiences while preserving Kempinski's hallmark luxury and impeccable