Customer Journey and CRM Manager – Maternity Cover

Role Overview

• Manage and optimise guest communication journeys across the portfolio.
• Oversee lifecycle automations and guest communication workflows.
• Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective.
• Monitor guest journey performance and continuously identify opportunities for improvement.
• Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly.
• Own the creation and execution of all brand-level newsletters.
• Write compelling and engaging copy for CRM communications.
• Create newsletter layouts and supporting creative assets using approved brand templates and tools.
• Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency.
• Manage editorial calendars and campaign scheduling.
• Oversee CRM activity across all properties.
• Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines.
• Support hotel teams with campaign planning, audience targeting, and CRM execution.
• Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership).
• Produce monthly CRM performance reports for the portfolio.
• Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution.
• Analyse campaign performance and provide actionable recommendations.
• Ensure reporting standards are consistent across all properties.
• Maintain high standards of database health and data quality.

Requirements

• 3–5+ years of experience in CRM, lifecycle marketing, email marketing, or customer journey management.
• Strong English copywriting and content creation skills.
• Any additional language from our core markets (Italian, Spanish, Portuguese, or German) is considered a plus.
• Comfortable creating newsletter layouts and basic creative assets.
• Hands-on experience with CRM, email marketing, and marketing automation platforms.
• Strong understanding of audience segmentation, automation workflows, customer journeys, and campaign management.
• Experience working with CRM integrations, data flows, and guest or customer databases.
• Analytical mindset with strong reporting and performance analysis capabilities.
• Excellent organisational, project management, and stakeholder management skills.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
• Hospitality experience is considered an advantage.

Benefits

• Late start / early finish hours
• Family friendly working arrangements
• Competitive salary
• Volunteer days to give back to community