Digital Experience & CRM Manager (m/f/d)

Design Hotels; Berlin; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Employee discounts

Marriott Explore rates

Career development

Zusammenfassung

Design Hotels seeks a Digital Experience & CRM Manager to own CRM strategy, optimize customer journeys, and drive personalization across the lifecycle. You will manage segmentation, data quality, and testing, collaborating with Product, Design, Development, and Marketing teams to improve the digital experience for both B2C and internal users.

The role emphasizes strong project management, web analytics, and CMS proficiency, with hybrid work options available and a chance to influence a global

Qualifikationen

• Minimum 4 years in digital marketing, CRM, or related role.
• Strong CRM, email marketing, segmentation, and personalization skills.
• Analytical with GA4 and other reporting tools experience.
• Experience mapping customer journeys with data and testing.
• Basic SQL knowledge a plus.
• Excellent English communication and cross-functional collaboration.

Aufgaben

• Own CRM strategy and roadmap aligning with business goals.
• Oversee customer segmentation, targeting, and personalization across journeys.
• Lead data collection improvements and CMS-related data quality initiatives.
• Analyze customer insights via surveys, interviews, and analytics.
• Collaborate with Product, Design, Development and Marketing teams.
• Test and optimize features in staging to meet requirements and standards.
• Support DNS/domain setup for Webflow if needed.

Kenntnisse

CRM strategy

Email marketing

Marketing automation

Customer segmentation

Personalization

Google Analytics 4

SQL basics

User research

Project management

English communication

Tools

Webflow

Jobbeschreibung

Additional Information

• Job Number 26114750
• Job Category Sales & Marketing
• Location Rummelsburger Seeblick 1, Berlin, Germany, Germany, 10317VIEW ON MAP
• Schedule Full Time
• Located Remotely? N
• Position Type Management

We are seeking a motivated and analytical Digital Experience & CRM Manager to join our team. This role brings together CRM, digital user experience, and digital marketing with a focus on creating relevant, seamless experiences across the customer journey. You will own the CRM strategy, keep track of KPIs and segmentation review and implementation process while managing projects that improve the Design Hotels digital user experience (internal and B2B) across our website. Working closely with internal teams and development partners, you will use user data, testing, and performance analysis to identify opportunities and implement improvements throughout the consumer lifecycle, from discovery and engagement to conversion and retention. The role requires a proactive and curious professional with strong project management skills, an understanding of web technologies, and a strong interest in how digital experiences and CRM can drive engagement, conversion, and customer loyalty. You have previous experience working with CMS platforms and bring a strong attention to detail, enabling you to support internal teams in using our digital tools and processes more effectively, while also supporting the Product team with coordination, testing, and quality assurance. This role offers an excellent opportunity to expand your expertise across CRM, digital marketing, and digital experience while contributing to the growth of Design Hotels, a forward-thinking global hospitality brand.

Tasks & Responsibilities

CRM and Email Marketing

• Review and optimize the current CRM and email marketing strategy, and develop and execute a forward-looking CRM roadmap for the next 2-5 years.
• Own and continuously improve customer database segmentation, developing new and advanced segments based on booking behavior, preferences, engagement, frequency, and customer value.
• Lead the optimization of user data collection through web registration and collaborate cross-functionally to ensure the availability and quality of data required for CRM, personalization, and segmentation.
• Conduct ongoing consumer research to better understand customer needs, behaviors, and motivations, and develop and refine customer personas to inform targeted communications and customer journeys.
• Leverage relational and behavioral data to improve targeting and personalization across the customer lifecycle.
• Lead A/B testing and optimization initiatives across email personalization, automated campaigns, and customer journey flows to improve engagement, conversion, and retention.
• Monitor KPIs and report on campaign performance, providing actionable recommendations to improve user engagement, conversions, and overall campaign effectiveness.
• Resolve CRM segmentation and data-processing requests from other teams, ensuring continuity and efficiency in campaign operations.

Digital Experience

• Take ownership over the user experience on the CMS by understanding its usage, optimizing its organization and cataloging the modules for ease of use.
• Support internal teams in using the CMS and other digital tools more effectively by developing documentation, guidance, and best practices where required.
• Set up and analyse surveys, data & interviews for certain topics within our websites and propose solutions based on these results.
• Support product by combining qualitative and quantitative insights to identify user needs, pain points, and opportunities for improvement.
• Review and test newly developed features within the staging environments to ensure they meet defined requirements, design expectations, and FFP Assurance standards before release.
• Explore ways to resolve systemic problems by understanding the contributing factors and their connection and proposing a solution.
• Collaborate with Product, Design, Development, Marketing, and other stakeholders to improve website functionality and overall digital customer experience.
• Support the definition and documentation of requirements for website improvements and new digital functionality.
• Nice to have:Support DNS configuration and domain-related setup for clients websites using Webflow.

Qualifications & Skills

• Minimum 4 years of experience in a digital marketing, CRM, or a related role.
• Strong experience in CRM, email marketing,marketing automation, customer segmentation, and personalization.
• Strong analytical skills, with experience using Google Analytics 4 and other reporting tools to analyze customer behavior and CRM performance.
• Experience developing and optimizing customer journeys, using data and testing to improve engagement, conversion, and retention.
• Basic SQL knowledge and experience querying CRM data is a plus.
• Curious and analytical approach to problem-solving, with the ability to investigate issues, identify root causes, and propose practical solutions.
• Experience with qualitative and quantitative research methods, including surveys, customer interviews, user feedback, and behavioral data, is an advantage.
• Good understanding of the digital landscape and hospitality industry, with 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, with strong written and spoken English.

Perks & Benefits

• A great experience in the niche market of luxury boutique hotels
• Hybrid mobile working options
• Working in a motivated and international team from over 39 countries at the global Headquarters of Design Hotels™
• Great benefits at member hotels, brand partners and other employee discounts and special offers, including Marriott Explore rates
• Career development opportunities in an international company

About Design Hotels™

Design Hotels GmbH (www.designhotels.com) is a full-service hospitality consultancy, offering customized services to its member hotels. Under the brand Design Hotels™ the company represents and markets a curated selection of currently more than 300 luxury hotels in over 60 countries. These member hotels are independently owned but united by a commitment to individuality, progressive design, and cultural authenticity. Design Hotels™ embodies the most advanced ideas in the hospitality industry and offers discerning travelers new opportunities and inspiration for both a more conscious travel and lifestyle. The company has its headquarters in Berlin and branches in Los Angeles, New York, London and Singapore. Since March 2021, Design Hotels GmbH is part of the Marriott International portfolio. Design Hotels is an equal opportunity employer, we celebrate diversity and practice inclusivity. Hiring decisions are based on merit, qualifications and our business needs only. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status and other basis protected by applicable law. Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.