Manager, Traveler Lifecycle Marketing

The Leading Hotels of the World, Ltd; New York (NY); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

PTO & holidays

Medical coverage

HSA with company contribution

401(k) company match

Home office setup credit

Travel credit for employees

Financial advisory services

Job summary

The Leading Hotels of the World, Ltd is seeking a Manager, Traveler Lifecycle Marketing in New York City with a hybrid work arrangement to drive lifecycle marketing, CRM programs, and traveler journeys for Leaders Club.

You'll partner with Strategic Programs, Digital, Data, and Marketing teams to optimize loyalty, engagement, and lifetime value through multi‑channel campaigns and personalization using Salesforce Marketing Cloud. 5+ years in lifecycle marketing and hands‑on automation required.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, Hospitality, or related field
• 5+ years in lifecycle marketing, CRM, or loyalty marketing
• Experience creating customer journeys and personalized communications across digital channels
• Hands-on HTML knowledge and marketing automation experience
• Strong analytics to interpret engagement and performance metrics
• Experience with loyalty or membership programs over time

Responsibilities

• Plan and execute lifecycle marketing campaigns and programs across onboarding, activation, engagement, and loyalty
• Develop personalized customer journeys and communications for regional, hotel, and promotional content
• Partner with Strategic Programs to support Leaders Club initiatives and enhancements
• Manage multichannel campaign execution with timely delivery and brand consistency
• Monitor and analyze customer behavior and campaign performance to identify optimization opportunities
• Collaborate with cross-functional teams to align lifecycle initiatives with business goals

Skills

Lifecycle marketing

CRM

Customer engagement

Digital marketing

Loyalty marketing

Salesforce Marketing Cloud

Education

Bachelor's degree in Marketing, Business, Communications, Hospitality, or related field

Tools

Salesforce Marketing Cloud

Job description

Position Overview

The Leading Hotels of the World is seeking a Manager, Traveler Lifecycle Marketing to support the development and execution of lifecycle marketing strategies that strengthen traveler acquisition, engagement, conversion, retention, loyalty, and lifetime value. Reporting to the Head of Lifecycle Marketing, this role translates audience strategies into personalized customer journeys, CRM programs, and lifecycle campaigns across LHW-owned marketing channels.

Working closely with Strategic Programs, Digital, Data, Commercial, and Marketing teams, the Manager supports the growth and engagement of Leaders Club, optimizes customer experiences, and drives measurable marketing and commercial outcomes.

This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays).

Key Responsibilities

Traveler Lifecycle Marketing & Loyalty

• Plan and execute lifecycle marketing campaigns and customer engagement programs across onboarding, activation, engagement, and loyalty to support the growth and retention of Leaders Club members.
• Develop and advance personalized customer journeys and lifecycle communications, including regional, hotel, and promotional content, to strengthen engagement, conversion, loyalty, and customer lifetime value.
• Partner with Strategic Programs to support the launch, adoption, and ongoing engagement of Leaders Club initiatives, benefits, and enhancements.
• Manage multichannel campaign execution, ensuring timely delivery, brand consistency, and attention to detail.

Customer Journeys & Personalization

• Execute customer journeys, contact strategies, and personalized communications in Salesforce Marketing Cloud, leveraging audience segmentation, business rules, and personalization strategies.
• Use AI tools, brand voice, and customer insights to craft compelling, customer‑centric copy that drives engagement.
• Partner with Digital, Campaigns & Promotions, Brand & Communications, and Content & Creative Studio to implement lifecycle campaigns, personalization initiatives, and integrated traveler experiences.

Performance & Optimization

• Monitor and analyze customer behavior, lifecycle marketing performance, and campaign effectiveness to identify intelligence gaps and opportunities to improve engagement, conversion, loyalty, retention, and commercial outcomes.
• Support testing, experimentation, and optimization initiatives to continuously improve customer journeys, personalization, and lifecycle marketing programs.
• Collaborate with the Head of Lifecycle Marketing to translate customer insights and performance data into actionable improvements.

Cross‑Functional Collaboration & Commercial Partnership

• Foster strong cross‑functional partnerships to align lifecycle marketing initiatives with commercial priorities and drive improvements in marketing effectiveness, customer experience, and business performance.

Key Qualifications & Experience

• Bachelor's degree in Marketing, Business, Communications, Hospitality, or a related field required.
• 5+ years of experience in lifecycle marketing, CRM, customer engagement, digital marketing, loyalty marketing, or a related discipline.
• Experience developing and executing lifecycle marketing programs, customer journeys, CRM campaigns, contact strategies, and personalized communications across digital channels.
• Hands‑on experience with HTML, marketing automation, audience segmentation, and customer journey logic, with an understanding of behavioral targeting and personalization strategies.
• Strong analytical skills with the ability to interpret customer engagement, campaign performance, and lifecycle metrics to identify opportunities for continuous improvement.
• Understanding of loyalty marketing, membership programs, customer retention, and lifecycle engagement strategies, including experience supporting loyalty or membership‑based initiatives.
• Experience using AI tools for copywriting and presentations, and exploring opportunities for automation, coding, and improved efficiency.
• Strong communication, relationship management, and project management skills, with the ability to collaborate across Marketing, Strategic Programs, Digital, Data, and Commercial teams to deliver integrated customer engagement programs while managing multiple priorities and deadlines.
• Experience with Salesforce Marketing Cloud preferred; experience working in hospitality, travel, luxury, or brand environments also preferred.

Compensation

Annualized Salary Range: $90,000 - $105,000

Target Annual Incentive bonus: 10%

Actual compensation within that range will be dependent upon the individual's skills and experience.

Benefits

The Leading Hotels of the World fosters a high‑performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 22 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a floating holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company contribution
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Unlimited access to financial advisors Collaborative and inclusive work environment

About The Leading Hotels Of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow‑capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.