Digital Communications & CRM Manager

Itchy Feet; Jersey Marine; On-site; GBP 55,000 - 75,000; Full time

Job summary

Itchy Feet is seeking a Digital Communications & CRM Manager to lead guest communications across a portfolio of hostels in Europe. You will own the CRM platform, design automated journeys, and collaborate with partners to optimise digital touchpoints and the guest journey.

The role focuses on direct bookings and enhancing the digital guest experience. Ideal candidates will have CRM expertise, experience in digital communications, and a track record of innovating automations.

Qualifications

• Proven experience managing CRM systems.
• Strong background in digital communications and guest engagement strategies.
• Ability to enhance and innovate automation processes.
• Excellent collaboration skills for cross-functional teams.

Responsibilities

• Manage guest communications across various digital channels.
• Own and maintain the CRM platform, ensuring seamless guest lifecycle communications.
• Develop and implement automated guest journeys and campaigns.
• Collaborate with external partners to enhance digital touchpoints.
• Support website updates and improvements in user experience.
• Optimise the integration and functionality of digital tools, including chatbots.
• Work closely with teams to facilitate a better digital booking experience.
• Monitor and analyse the effectiveness of digital communications strategies.

Skills

CRM systems

Digital communications

Automation innovation

Cross-functional collaboration

Tools

AI chatbot

Job description

Our client is seeking a Digital Communications & CRM Manager to play a pivotal role in managing guest communications and digital touchpoints across their portfolio of hostels in Europe. This position is responsible for owning the CRM platform and overseeing guest lifecycle communications, ensuring that the automated journeys, campaigns, and digital messaging effectively support direct bookings and enhance guest engagement. The role involves contributing to the improvement of the digital guest experience, which includes supporting website updates, liaising with external partners, and optimising digital tools such as the AI chatbot. The successful candidate will be well-suited for this position if they possess a background working with CRM systems, have experience in enhancing automations through innovation, and can collaborate with multiple teams to optimise the digital booking experience. The role offers the chance to make a significant impact and innovate within the digital communications landscape.

Job Duties

• Manage guest communications across various digital channels.
• Own and maintain the CRM platform, ensuring seamless guest lifecycle communications.
• Develop and implement automated guest journeys and campaigns.
• Collaborate with external partners to enhance digital touchpoints.
• Support website updates and improvements in user experience.
• Optimise the integration and functionality of digital tools, including chatbots.
• Work closely with teams to facilitate a better digital booking experience.
• Monitor and analyse the effectiveness of digital communications strategies.

Job Requirements

• Proven experience in managing CRM systems.
• Strong background in digital communications and guest engagement strategies.
• Capability to enhance and innovate automation processes.
• Excellent collaboration skills to work with cross-functional teams.
• Familiarity with website management and digital tools is preferred.
• Strong analytical skills to assess the effectiveness of communication campaigns.
• Creative problem solving and ability to adapt in a fast-paced environment.

What You'll Love

This role offers the opportunity to make a significant contribution to enhancing guest experiences through innovative digital communication strategies. You will work in a dynamic environment that encourages creativity and collaboration, fostering professional growth and skill development within the organisation.