Job Description

The CRM & Personalization Support Manager will manage the strategic planning, development, and execution of CRM campaigns & initiatives, ensuring alignment with business objectives to drive growth and enhance guest engagement & experience. This role involves coordinating with key departments to maintain consistency across initiatives and executing campaign development, automation, and reporting across all digital touchpoints. This is an excellent opportunity for a proactive individual seeking to develop expertise in CRM and guest engagement within Miral Destinations. Job Scope Development and Execution of CRM Campaigns Manage and deliver targeted multi-channel CRM campaigns. Implement CRM strategies to drive personalization, acquisition, engagement, retention, and guest loyalty. Oversee the creation of automation of engaging campaigns across all digital channels. Manage digital communication initiatives to foster customer engagement, maintain brand consistency, and enhance customer experience. Ensure compliance with data protection laws (e.g., GDPR, copyright, and data privacy). Execute data segmentation and campaign analysis as needed. Ensure Consistent Messaging, Branding, Content, and Visuals in All External Communications Follow the brand guidelines for external communications. Review all marketing briefs & materials to ensure consistency. Maintain a cohesive brand image across all campaign templates. Manage StakeholdersaEUR(TM) Relationships Develop and maintain strong relationships with stakeholders. Communicate regularly with stakeholders to keep them informed and engaged. Address stakeholder concerns and feedback promptly. Performance Tracking & Reporting Track KPIs and performance metrics to ensure campaign ROI. Use campaign management tools and Google Analytics to track digital performance and optimize campaigns based on user engagement metrics. Identify key insights and recommendations. Ensure reports are accurate and delivered on time. Research & Optimization Monitor & research industry latest trends and best practices in CRM/ guest experience and recommend improvements to drive guest engagement & revenue growth. Manage the documentation & improvement of CRM processes & guestaEUR(TM)s online journey. Develop and implement optimization plans for improving the guest experience based on performance metrics across different channels. Attend industry events and training sessions. Qualifications: Educated to degree level or equivalent in Information Technology, Business Administration, Tourism, or related fields. Proficiency in platforms such as Adobe Suite, campaign management systems (e.g., Emarsys, Salesforce ExactTarget, Adobe Campaign, etc.). Minimum 1-3 yearsaEUR(TM) experience in customer service and CRM disciplines; ideally in tourism, marketing, project management, online research, or analysis. Experience in developing digital campaigns across channels and managing customer databases. Business & tourism-related professional qualification. Previous guest experience in the tourism and leisure industry, including destination tourism. Digital marketing experience and additional qualifications in design, finance, customer experience, or CRM are advantageous. Experience with change management. Seniority level

Mid-Senior level Employment type

Full-time Job function

Customer Service #J-18808-Ljbffr