CRM manager for loyalty journeys

Leonardo Hotels Benelux; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Конкурентная зарплата

Транспортные выплаты

Скидки на проживание

Обучение и развитие

Глобальная программа скидок сотрудника

Возможности карьерного роста

Job summary

Leonardo Hotels Benelux ищет CRM-менеджера по лояльности и путям клиентов для проектирования, запуска и оптимизации end-to-end стратегии коммуникаций членов глобальной программы лояльности. Вы будете владеть lifecycle journey на Salesforce Marketing Cloud и отвечать за точность данных и соответствие требованиям.

Основная задача — внедрять персонализированные сообщения по email, push и SMS, проводить A/B и многовариантное тестирование, анализировать метрики вовлеченности и конверсии, а также

Qualifications

• Опыт 5+ лет в CRM, лояльности, или lifecycle-маркетинге.
• Обязателен опыт работы с Salesforce Marketing Cloud.
• Разработка сегментации и автоматизации кампаний.
• Умение строить дашборды (Tableau/Power BI/SFMC).
• Знание GDPR и PECR; способность объяснять технические концепции стейкхолдерам.

Responsibilities

• Проектирование и реализация автоматизированных CRM-путей на Salesforce Marketing Cloud.
• Управление коммуникациями по email, push и SMS, персонализация сообщений.
• Проведение A/B и многовариантного тестирования для повышения открываемости и конверсии.
• Сотрудничество с командами Loyalty Operations, Marketing, Revenue Management и Partnerships.
• Разработка регулярных и adhoc-отчетов и дашбордов для stakeholders.

Skills

CRM lifecycle marketing

Salesforce Marketing Cloud

Data dashboards

GDPR compliance

Stakeholder communication

SQL/AMPscript (Desirable)

English language

Tools

Tableau

Power BI

AMPscript

Job description

Описание

The CRM Manager: Loyalty and Customer Journeys will be responsible for designing, executing, and optimising the end‑to‑end member communications strategy for our global loyalty program.

Задачи

Design, build, and continuously optimise automated loyalty lifecycle journeys on Salesforce Marketing Cloud, including onboarding, engagement, tier progression, retention, and win‑back communications. Own the execution of member communications across email, push, and SMS channels, ensuring messaging is timely, personalised, and aligned with brand standards. Design and execute A/B and multivariate testing to optimise open rates, CTRs, and conversion within lifecycle journeys. Partner closely with the Loyalty Program Operations Manager to activate program rules, tiers, rewards, and promotions through effective CRM journeys. Establish and monitor key CRM performance metrics, analysing engagement, conversion, churn, and behavioural trends to inform ongoing optimisation. Act as the primary platform owner and subject‑matter expert for CRM and marketing automation tools (e.g. Salesforce Marketing Cloud), ensuring data hygiene and technical best practice. Collaborate with Marketing, Revenue Management, and Partnership teams to support co‑branded promotions, local experiences, and targeted member offers. Develop regular and ad‑hoc reports and dashboards for stakeholders, translating campaign data into clear insights and recommendations Contribute to the overall evolution and scalability of the loyalty program as it grows globally.

Требования

Proven experience (5+ years) in CRM, loyalty, or lifecycle marketing roles, preferably within hospitality, travel, retail, or consumer‑facing businesses. Hands‑on experience using Salesforce Marketing Cloud is mandatory. Strong understanding of customer journey design, segmentation, and marketing automation. Ability to build and maintain performance dashboards (e.g., in Tableau, Power BI, or Salesforce) to track and report on CRM‑attributed revenue and CLV (Customer Lifetime Value). Sound knowledge of GDPR and PECR regulations to ensure all marketing activities are compliant and customer centric. Confident communicator, able to explain technical or data‑led concepts clearly to non‑technical stakeholders. High energy, no‑ego mentality and a ‘can do’ attitude are critical to succeed in this role. Some interstate and overseas travel is required Будет плюсом: Knowledge of SQL or HTML/AMPscript for advanced Salesforce customization (desirable); Proficiency in English; additional European languages are a plus

Условия

• Market conform, competitive salary Travel allowance from 10 km commuting distance A dynamic and varied role within a growing hotel chain
• An enthusiastic and involved team with room for personal initiative
• Opportunities for personal and professional development
• Competitive salary and good secondary benefits
• Discounts on stays within our hotel chain
• Access to training through development programs
• Opportunities for personal growth and career development
• Access to purchase discounted products such as an e-bike or phone with an average tax benefit of 40% through FiscFree
• Access to a global employee discount program
• A unique experience including an overnight stay with dinner and breakfast during your “Know Where You Work” moment