Senior CRM & Loyalty Platform Lead

Shangri-La Group; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Shangri-La Group seeks a senior CRM & MarTech leader to own the loyalty lifecycle, drive commercial value and oversee marketing automation platforms. You will partner with IT, analytics and regional teams to deliver data-driven campaigns and scalable customer journeys.

The role requires deep CRM platform expertise, strong analytical skills, and a proven track record in loyalty marketing within hospitality or travel sectors.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Information Systems, E-commerce, or related field.
• 8+ years in CRM strategy, digital marketing or MarTech in a large company.
• Experience in loyalty marketing with proven commercial impact.
• Hands-on expertise with enterprise CRM and marketing automation platforms.
• Strong analytical, problem-solving and cross-functional leadership skills.

Responsibilities

• Oversee CRM Member Journeys from opportunity ID to post-campaign evaluation for an engaging member experience.
• Drive program KPIs and commercial value through loyalty incentives and revenue goals.
• Develop data-driven lifecycle strategies using internal and external market insights.
• Act as business owner for CRM/marketing automation platforms; manage health, usability, and ops.
• Lead platform roadmap, upgrades, and integrations with IT, Data Analytics and vendors.
• Collaborate with regional and corporate teams; align marketing with broader goals.
• Define and monitor success metrics and reporting for brand campaigns and tactics.
• Improve campaign time-to-market via agile processes and operational best practices.

Skills

CRM strategy

Digital marketing

MarTech platforms

Loyalty marketing

Data analytics

Stakeholder influence

Project management

Vendor management

Education

Bachelor's in Marketing or related

Information Systems / E-commerce

Tools

Salesforce

Adobe Campaign

Braze

Emarsys

Job description

Shangri-La Group seeks a senior CRM & MarTech leader to own the loyalty lifecycle, drive commercial value and oversee marketing automation platforms. You will partner with IT, analytics and regional teams to deliver data-driven campaigns and scalable customer journeys.

The role requires deep CRM platform expertise, strong analytical skills, and a proven track record in loyalty marketing within hospitality or travel sectors.