CRM Manager – Loyalty and Customer Journeys

• Design, build, and continuously optimise automated loyalty lifecycle journeys on Salesforce Marketing Cloud
• Execute member communications across email, push, and SMS channels
• Design and execute A/B and multivariate testing
• Partner with the Loyalty Program Operations Manager to activate program rules, tiers, rewards, and promotions
• Establish and monitor CRM performance metrics
• Analyse engagement, conversion, churn, and behavioural trends
• Own CRM and marketing automation platforms and ensure data hygiene and technical best practice
• Collaborate with Marketing, Revenue Management, and Partnership teams on co-branded promotions, local experiences, and targeted member offers
• Develop regular and ad-hoc reports and dashboards for stakeholders
• Translate campaign data into insights and recommendations
• Contribute to the evolution and scalability of the global loyalty program

• Proven experience (5+ years) in CRM, loyalty, or lifecycle marketing roles, preferably within hospitality, travel, retail, or consumer-facing businesses
• Hands-on experience using Salesforce Marketing Cloud is mandatory
• Strong understanding of customer journey design, segmentation, and marketing automation
• Ability to build and maintain performance dashboards in Tableau, Power BI, or Salesforce
• Knowledge of CRM-attributed revenue and Customer Lifetime Value (CLV)
• Sound knowledge of GDPR and PECR regulations
• Confident communication of technical or data-led concepts to non-technical stakeholders
• Knowledge of SQL or HTML/AMPscript for advanced Salesforce customization is desirable
• Proficiency in English
• Additional European languages are a plus
• High energy, no-ego mentality, and a can-do attitude
• Some interstate and overseas travel is required

• Travel allowance from 10 km commuting distance
• A dynamic and varied role within a growing hotel chain
• An enthusiastic and involved team with room for personal initiative
• Opportunities for personal and professional development
• Competitive salary and good secondary benefits
• Discounts on stays within our hotel chain
• Access to training through development programs
• Opportunities for personal growth and career development
• Access to purchase discounted products such as an e-bike or phone with an average tax benefit of 40% through FiscFree
• Access to a global employee discount program
• A unique experience including an overnight stay with dinner and breakfast during your “Know Where You Work” moment