Job Description

CRM Administrator (BITRIX24/AMOCRM) - Park Lane, Dubai, UAE

Park Lane, Dubai, a premier luxury hospitality destination, is seeking a highly skilled and experienced CRM Administrator to manage and optimize our customer relationship management systems. The ideal candidate will be a proactive, detail-oriented individual with a strong understanding of CRM best practices within the luxury hotel sector, specifically proficient in either Bitrix24 or AmoCRM. This role is crucial in enhancing guest satisfaction, driving loyalty, and supporting our sales and marketing initiatives.

:

The CRM Administrator will be responsible for the overall management, maintenance, and optimization of the hotel's CRM system (Bitrix24 or AmoCRM). This includes ensuring data accuracy and integrity, customizing the system to meet business needs, providing user support and training, and generating insightful reports to drive data-driven decisions. This individual will play a pivotal role in streamlining guest interactions, personalizing experiences, and fostering strong, lasting relationships with our discerning clientele.

Responsibilities:

CRM System Management:

Oversee the daily operation, maintenance, and ongoing development of the chosen CRM system (Bitrix24 or AmoCRM). Ensure data accuracy, consistency, and integrity within the CRM, implementing data validation rules and performing regular data cleansing/deduplication. Manage user accounts, roles, permissions, and access levels within the CRM. Monitor system performance, troubleshoot issues, and implement timely fixes. Stay updated on new features and updates of the CRM platform and recommend their adoption where beneficial.

Customization and Configuration:

Configure and customize the CRM to align with the hotel's unique operational workflows, sales processes, and marketing strategies. Create and manage custom objects, fields, layouts, workflows, and automation rules to support business requirements. Develop and optimize complex workflow rules, data validation, and approval processes.

Data Analysis and Reporting:

Develop, generate, and analyze reports and dashboards to provide actionable insights into guest behavior, campaign performance, sales pipeline, and overall CRM effectiveness. Identify trends, opportunities, and areas for improvement based on CRM data. Support the creation of consumer segmentation models to enable targeted marketing campaigns.

User Support and Training:

Provide comprehensive training and ongoing support to sales, marketing, reservations, and other relevant hotel teams on effective CRM utilization. Create and maintain documentation for CRM processes and user guides. Act as the primary point of contact for all CRM-related inquiries and technical support.

Integration and Collaboration:

Coordinate and support integrations between the CRM and other critical hotel systems (e.g., Property Management System (PMS), Point-of-Sale (POS) systems, marketing automation tools, booking engines). Collaborate closely with sales, marketing, and operations teams to understand their needs and translate them into effective CRM solutions. Assist in the implementation and management of loyalty programs within the CRM.

Process Improvement:

Identify opportunities for process automation and efficiency gains through CRM optimization. Contribute to the development and implementation of CRM strategies that drive customer lifetime value, retention, and loyalty.

Requirements:

Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field. Minimum of 3-5 years of experience in a CRM Administrator or similar role, preferably within the luxury hospitality or real estate sector. *Demonstrable expert-level proficiency in either Bitrix24 or AmoCRM is essential, including extensive experience with:
System setup and configuration Customization (fields, workflows, automation) User management and permissions Reporting and analytics Integration with third-party applications.*
Strong understanding of customer relationship management principles and best practices in the hotel industry. Excellent analytical and problem-solving skills with a keen eye for detail. Ability to translate business requirements into technical CRM solutions. Strong communication and interpersonal skills, with the ability to provide clear training and support to diverse users. Proactive, self-motivated, and able to work independently as well as part of a team. Proficiency in Microsoft Office Suite. Experience with data visualization tools (e.g., Tableau) is a plus. Fluency in English is required; Arabic is a strong advantage.
If you are a dedicated and skilled CRM professional looking for an exciting opportunity to contribute to a renowned luxury hotel in Dubai, we encourage you to apply.

Job Type: Full-time

Pay: Up to AED5,000.00 per month

Application Question(s):

How many years of experience do you have as a CRM Admin? What is your expected salary in AED monthly? * Can you join immediately? If not, what is your notice period?