Guest CRM & Loyalty Architect

Dream Resorts; Randburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

Dream Hotels & Resorts seeks a CRM & Loyalty Specialist to turn guest data into revenue through segmentation, automation and targeted member communications across the portfolio. The role advances personalised lifecycle messaging from prospecting to direct-booking loyalty, reducing broad email blasts over time.

The candidate will manage StayVantage, drive member activation, migrate data from legacy systems, and collaborate with Reservations and Revenue Management to boost direct bookings and

Qualifications

• 3–6 years' CRM, lifecycle or loyalty experience.
• Hands-on marketing automation platform experience.
• Strong segmentation and database-marketing capability.
• Working knowledge of POPIA and permission-based marketing.
• HTML/email-build knowledge advantageous.
• Strong analytical mindset.
• Ability to use AI-enabled tools and data analytics to inform campaign planning and commercial decisions.

Responsibilities

• Develop the group CRM roadmap and lifecycle automation journeys (welcome, enquiry abandonment, booking abandonment, pre-arrival, post-stay, upsell, loyalty communications).
• Build, test and deploy email/SMS/other direct communications and segment audiences by campaign objective.
• Manage StayVantage loyalty programme across enrolment, tier progression and benefit fulfillment.
• Analyse member behaviour to improve loyalty economics and guest lifetime value.
• Monitor data quality, consent, deliverability and data hygiene; ensure POPIA-compliant marketing practices.

Skills

CRM experience

Lifecycle marketing

Loyalty programs

Analytical mindset

AI analytics

Hospitality domain knowledge

Tools

Marketing automation platform

HTML email build

POPIA knowledge

Job description

Dream Hotels & Resorts seeks a CRM & Loyalty Specialist to turn guest data into revenue through segmentation, automation and targeted member communications across the portfolio. The role advances personalised lifecycle messaging from prospecting to direct-booking loyalty, reducing broad email blasts over time.

The candidate will manage StayVantage, drive member activation, migrate data from legacy systems, and collaborate with Reservations and Revenue Management to boost direct bookings and