crm manager in luxury boutique hotels

Enfint; Berlin; Hybrid; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Employee discounts incl. Marriott Expl

Career development opportunities

Zusammenfassung

Marriott International ищет специалиста по CRM и цифровому маркетингу в Берлине. Вы будете руководить стратегией CRM и рассылок, формировать дорожную карту CRM на 2–5 лет, сегментировать базу клиентов и повышать персонализацию коммуникаций.

Вы будете работать в гибридном формате и сотрудничать с кросс‑функциональными командами, включая Product, Design и Marketing. Кандидаты должны обладать опытом в цифровом маркетинге, CRM и аналитике, знанием английского языка и готовностью развивать

Qualifikationen

• Опыт не менее 4 лет в цифровом маркетинге, CRM или смежной роли.
• Сильный опыт CRM, email-маркетинга, автоматизации маркетинга, сегментации и персонализации.
• Аналитический подход, опыт работы с Google Analytics 4 и отчетностью.

Aufgaben

• Пересматривайте и оптимизируйте стратегию CRM и email-маркетинга; разрабатывайте дорожную карту CRM на 2–5 лет.
• Ведите сегментацию клиентской базы на основе бронирований, предпочтений, вовлеченности и ценности клиента.
• Оптимизируйте сбор данных через веб‑регистрацию; обеспечьте качество данных для CRM, персонализации и сегментации.
• Проводите исследование потребителей и развивайте персонажей клиентов.
• Используйте данные для улучшения таргетинга и персонализации на протяжении жизненного цикла клиента.
• Проводите A/B‑тестирования и оптимизацию персонализации email‑кампаний и путей клиента.

Kenntnisse

CRM

Email marketing

Marketing automation

Customer segmentation

Personalization

Analytics

Google Analytics 4

A/B testing

English (written and spoken)

Jobbeschreibung

Описание

Marriott International is the world's largest hotel company, operating a global portfolio of hospitality brands, hotels, and guest experiences. Design Hotels is a global hospitality brand focused on luxury boutique hotels.

Задачи

• Review and optimize the CRM and email marketing strategy, and develop and execute a CRM roadmap for the next 2-5 years;
• Own and improve customer database segmentation based on booking behavior, preferences, engagement, frequency, and customer value;
• Lead optimization of user data collection through web registration and ensure the availability and quality of data for CRM, personalization, and segmentation;
• Conduct consumer research and develop customer personas for targeted communications and customer journeys;
• Use relational and behavioral data to improve targeting and personalization across the customer lifecycle;
• Lead A/B testing and optimization across email personalization, automated campaigns, and customer journey flows;
• Monitor KPIs and report on campaign performance with recommendations to improve engagement, conversions, and campaign effectiveness;
• Resolve CRM segmentation and data-processing requests from other teams;
• Own and optimize the organization and cataloging of CMS modules;
• Support internal teams in using the CMS and digital tools by developing documentation, guidance, and best practices;
• Set up and analyze website surveys, data, and interviews, and propose solutions based on the results;
• Support Product by combining qualitative and quantitative insights to identify user needs, pain points, and improvement opportunities;
• Review and test newly developed features in staging environments before release;
• Investigate systemic problems, identify contributing factors, and propose solutions;
• Collaborate with Product, Design, Development, Marketing, and other stakeholders to improve website functionality and the digital customer experience;
• Support the definition and documentation of requirements for website improvements and new digital functionality.

Требования

• At least 4 years of experience in digital marketing, CRM, or a related role;
• Strong experience in CRM, email marketing, marketing automation, customer segmentation, and personalization;
• Strong analytical skills and experience with Google Analytics 4 and other reporting tools;
• Experience developing and optimizing customer journeys using data and testing;
• Curious and analytical approach to problem-solving, including root-cause analysis and practical solutions;
• Good understanding of the digital landscape and hospitality industry;
• Familiarity with CMS platforms, website operations, and content management processes;
• Comfortable testing digital features, identifying issues, documenting requirements, and collaborating with Product, Design, and Development teams;
• Strong project management, organizational, and cross-functional collaboration skills;
• Excellent communication and teamwork skills;
• Strong written and spoken English;
• Nice to have: Basic SQL knowledge and CRM data querying, qualitative and quantitative research methods, including surveys, customer interviews, user feedback, and behavioral data.

Условия

• Hybrid mobile working options;
• Benefits at member hotels, brand partners, and employee discounts and special offers, including Marriott Explore rates;
• Career development opportunities in an international company.