CRM Lead - Data-Driven Guest Journeys (Hybrid)

Dalata Hotel Group; Dublin; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

50% Off F&B in all properties

€£60 Employee room rate

30% Friends & Family discount

Hybrid working model

Employee Assistance Programme

Cycle to Work/Transport schemes

Pension access

Dalata Academy development programmes

Job summary

Dalata Hotel Group is seeking a CRM Lead to own the end-to-end lifecycle and drive automation across email and omnichannel journeys. Reporting to the Group Digital Experience Manager, you’ll lead a data-driven CRM function, building segmentation, journeys and dashboards.

You will collaborate with internal teams and external partners to deliver CRM enhancements while ensuring GDPR compliance and data privacy across all activities. Hybrid working model offered.

Qualifications

• 2-3 years' experience in B2C CRM roles.
• Direct experience of Adobe Experience Platform or similar enterprise-grade data architectures.
• Proven experience with marketing automation platforms and CRM tools.
• Strong understanding of GDPR and data privacy regulations.
• Analytical mindset with experience in multivariant testing, reporting, and campaign optimisation. Excellent communication and project management skills.

Responsibilities

• Own the end-to-end customer lifecycle and opportunities to improve guest engagement and lifetime value.
• Develop segmentation strategies using behavioural, transactional and demographic data.
• Drive a test-and-learn approach to improve campaign performance and customer experience.
• Analyse engagement and campaign performance to identify trends and actionable insights.
• Create CRM reporting dashboards on Adobe Customer Journey Analytics and provide insights to senior stakeholders.
• Manage first-party data across digital channels and ensure GDPR compliance.
• Oversee Adobe Experience Platform (AEP) and Adobe Journey Optimizer (AJO).
• Build and maintain automated customer journeys, triggers, and lifecycle programmes.
• Collaborate with internal stakeholders and external vendors on CRM enhancements and new use cases.
• Ensure GDPR/data privacy compliance across all CRM activities.
• Manage relationships with CRM tech providers, agencies, and implementation partners.
• Act as subject matter expert for CRM, customer data and marketing automation.
• Mentor and lead the CRM team, fostering growth and innovation.

Skills

CRM strategy

Adobe Experience Platform

Adobe Journey Optimizer

GDPR knowledge

Marketing automation

A/B testing

Analytics

Project management

Communication

Job description

Dalata Hotel Group is seeking a CRM Lead to own the end-to-end lifecycle and drive automation across email and omnichannel journeys. Reporting to the Group Digital Experience Manager, you’ll lead a data-driven CRM function, building segmentation, journeys and dashboards.

You will collaborate with internal teams and external partners to deliver CRM enhancements while ensuring GDPR compliance and data privacy across all activities. Hybrid working model offered.