Loyalty & Marketing Automation Manager

Banyan Group; Singapore; Hybrid; SGD 100,000 - 130,000; Full time

Job summary

Banyan Group is seeking a hands-on CRM and marketing automation professional to operate and continuously improve global loyalty and marketing platforms. The role sits at the intersection of customer engagement, operations and technology, collaborating with Loyalty, Marketing, Digital Technology and hotel teams.

You will translate business needs into clear CRM solutions, manage campaigns and customer journeys, and coordinate with Salesforce admins, architects and partners to deliver impactful

Qualifications

• Hands-on CRM and marketing automation experience.
• Ability to translate business needs into CRM configurations and user stories.
• Strong cross-functional collaboration skills across Loyalty, Marketing, Digital Technology and hotel teams.

Responsibilities

• Operate and continuously improve CRM, loyalty and marketing automation platforms.
• Configure campaigns, journeys, audiences and platform content.
• Coordinate with Salesforce admins, architects, developers and partners on complex changes.
• Deliver end-to-end email, loyalty and customer lifecycle campaigns with measurable outcomes.

Skills

CRM

Marketing automation

Campaign management

Salesforce

Tools

Salesforce

Job description

5 - 7 Years

Permanent

Job Description

Overview

Banyan Group is an independent, global hospitality company with purpose. We are proud of our pioneering spirit, design-led experiences and commitment to responsible stewardship. Our extensive portfolio spans across over 80 hotels and resorts, over 60 spas and galleries, and 14 branded residences in over 20 countries. Comprising 12 global brands, including the flagship brand Banyan Tree, each distinct yet united under the experiential membership programme withBanyan. The founding ethos of “Embracing the Environment, Empowering People” is embodied through the Banyan Global Foundation and Banyan Management Academy. Banyan Group is committed to remaining the leading advocate of sustainable travel, with a focus on regenerative tourism and innovative programmes that elevate the guest experience.

The Role

We are looking for a hands-on CRM and marketing automation professional to help operate and continuously improve the platforms and customer lifecycle supporting our global loyalty and marketing programme.

This role sits at the intersection of customer engagement, business operations and technology . You will work with Loyalty, Marketing, Digital Technology, Data, hotel teams and external partners to translate business needs into well-designed CRM solutions, campaigns and operational processes.

What you will do

CRM and marketing automation operations

Support the day-to-day operation and continuous improvement of our CRM, loyalty and marketing automation platforms.

Configure or coordinate the set-up of campaigns, customer journeys, business rules, audiences and platform content.

Translate business and campaign requirements into clear functional requirements, user stories or configuration briefs.

Perform functional administration and business configuration within agreed access and governance boundaries.

Coordinate more complex enhancements and technical changes with Salesforce administrators, architects, developers and implementation partners.

Campaign and customer journey delivery

Manage the end-to-end operational delivery of email, loyalty and customer lifecycle campaigns.

Work with stakeholders to define campaign objectives, audiences, eligibility rules, content requirements, timelines and measurement plans.

Set up or coordinate customer journeys, segmentation, campaign workflows and deployment schedules.

Run pre-launch checks covering data, content, links, business rules, personalisation and customer experience.

Monitor campaign and journey performance, identify operational issues and recommend improvements.

Develop reusable templates, checklists and workflows that make campaign delivery faster and more reliable.

Requirements, testing and release readiness

Facilitate requirement-gathering and solution workshops with business and technology stakeholders.

Assess incoming requests, clarify the business problem and help determine the appropriate solution or next step.

Prepare acceptance criteria, test scenarios and user acceptance testing plans.

Coordinate UAT, document defects, validate fixes and support release or go-live readiness.

Evaluate the impact of platform changes on customer journeys, data, processes and operational users.

Platform support and operational governance

Investigate CRM and campaign-related issues, coordinate resolution and provide clear status updates to stakeholders.

Help manage service requests, defects, enhancements, risks and dependencies across internal and external teams.

Support data quality, access, consent and campaign-governance controls in partnership with the relevant technology and data owners.

Maintain operating procedures, campaign calendars, decision logs and support documentation.

Identify recurring issues and opportunities to simplify, automate or strengthen operational processes.

Stakeholder and partner collaboration

Act as a bridge between Loyalty & Insights, Brand Marketing, Digital Technology, Performance BI , hotel operations and external partners.

Explain platform possibilities, constraints and trade-offs in clear business language.

Provide stakeholders with timely visibility of delivery progress, decisions, risks and dependencies.

Coordinate vendors or delivery partners on agreed work items and expected outcomes.

Job Snapshot

Updated Date

02.09.2026

Job ID

JOB_395

Department

Loyalty & Insights

Location