Manager, Customer Relationship Management
Manager, Customer Relationship Management
- Coordinate with customer information systems and information technology teams to ensure that guest data is properly collected and stored such that they support all CRM activities.
- Regularly review data collection guidelines, practices as well as training to ensure hotels are capturing the right data.
- Support digital strategy that drives revenue and loyalty, as well as brand communications for guests pre- and post-stay.
- Develop segmentation strategies and email calendar to drive campaigns, automation and personalisation programs.
- Work cross functionally with internal/external key stakeholders to build email/push notification campaigns.
- Develop, compile, measure, and interpret key metrics, including cross-sell, lead acquisition and conversion rates, tied to specific CRM marketing campaigns
- Localize CRM system and practices to ensure high level of communication and guest satisfaction in all markets.
- Leverage CRM system to deliver key intelligence to properties in advance of guest arrival which will help with personalisation and improved guest satisfaction
- Coordinate with Operations team to ensure that all CRM practices are implemented and are continuously improved based on results.
- Support, coach and train local marketing teams on CRM platform and best practices.
- Support & train local marketing team to develop marketing strategies, trigger-based emails and push notifications.
- Bachelor's Degree or Master's Degree in Marketing, Direct Marketing, Hospitality Management, Business or related fields
- At least 3 years’ experience in CRM or related fields within the Hospitality or Retail industry
- Solid understanding of CRM, customer journeys, email marketing best practices and automation platforms, with hands-on working experience with hospitality or retail industry CRM platforms
- Strong project management experience
- Demonstrates attention to details, nimble in multi-tasking with good planning and organization skills
- Analytical mindset with the ability to interpret data and campaign performance, providing timely reports, analysis and recommendations
- Exposure to hospitality systems such as Opera or HMS is desirable
- Innovative and creative, thrives in challenges and exploring new ideas or processes
- A self-starter and able to work independently, while also an excellent team player
- Excellent communication skills both in Thai and English, with additional language skill such as Mandarin an added advantage.
- Thai nationality only
Only shortlisted candidates will be notified.
An attractive compensation package in line with the applicant’s experience will be offered to the successful candidate. Please send your resume in English, together with a recent photograph and expected salary to:
Ms. Doungdee Sirinam : Director, Human Resources
ONYX Hospitality Group
847 Petchburi Road, Bangkok 10400
Tel: (02) 255-3767, 653-9271-83 Fax: (02) 255-3718
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