Head of CRM, Personalization, Clienteling & Intelligence

Belmond; Greater London; On-site; GBP 100,000 - 150,000; Full time

Benefits offered by this job

Complimentary stays

Medical insurance

Group pension

25 days leave

Employee assistance

Onsite gym

Job summary

Belmond is seeking a Head of CRM, Customer Engagement & Intelligence to lead the global CRM, clienteling, recognition and personalization efforts. You will own the strategy and operational excellence across lifecycle engagement and customer intelligence to grow customer value over time.

You will guide data strategy, design AI-driven journeys, and collaborate with operations, marketing and property teams to embed a customer-centric approach throughout the organisation.

Qualifications

• Proven expertise in CRM, lifecycle engagement, and customer intelligence.
• Strong leadership across digital, commercial, marketing and operations.
• Experience applying AI-driven personalization and campaigns.

Responsibilities

• Evolve Belmond's global CRM and lifecycle strategy to support objectives.
• Drive customer data strategy and create a single view of the customer.
• Design priority CRM journeys using AI-driven clustering, segmentation, automation.
• Operationalize and scale clienteling for high-value guests and improve retention.

Skills

CRM strategy

Lifecycle engagement

Customer intelligence

Leadership

Cross-functional

Tools

AI in marketing

Customer data platform

Job description

Belmond is seeking a Head of CRM, Customer Engagement & Intelligence to lead the global CRM, clienteling, recognition and personalization efforts. You will own the strategy and operational excellence across lifecycle engagement and customer intelligence to grow customer value over time.

You will guide data strategy, design AI-driven journeys, and collaborate with operations, marketing and property teams to embed a customer-centric approach throughout the organisation.