Job description

Manager, CRM & Guest Engagement 
(21098)

At Kerzner, we never settle. Through continued innovation, our team of pioneers push until the next level is achieved, and then to keep going. Our philosophy is simple - we go above and beyond to Blow Away our Guest and Colleagues. Good enough never is. For us, it is all about perfection and innovation. This is not simply our job, it’s our passion. 
 

Our Colleagues are at the heart of who we are and what we do. With an international team of over 10,000 Colleagues and strong strategic growth on the horizon, we offer unrivalled career opportunities around the world. We are committed to provide our Colleagues at all levels with opportunities to grow and develop within the organisation through personalised development plans and tailored succession planning. We invest in our communities to sustain the environment where we operate and minimising our own footprint. Whether it is through animal conservation, education or tree-planting, we like to give back in as many ways as we can to help our communities flourish.
 

Job Summary

The Manager, CRM & Guest Engagement will support the delivery of CRM and guest communications across Kerzner’s global portfolio of brands and resorts.

The role will have day-to-day responsibility for CRM campaign delivery, Salesforce Marketing Cloud, automated guest journeys and transactional communications, working closely with Brand, Resort Marketing, Operations, IT and external partners.

This is a hands-on role requiring strong attention to detail, excellent organisation and the ability to manage multiple brands, resorts and priorities at the same time.

The ideal candidate will have strong hospitality CRM experience, excellent knowledge of Salesforce Marketing Cloud and a proven track record of delivering high-quality CRM campaigns and guest communications at scale.

Key Responsibilities

• Manage day-to-day CRM activity across Kerzner brands and resorts, including One&Only, SIRO and Rare Finds.
• Manage the CRM/EDM calendar and coordinate campaign delivery across multiple resorts and stakeholders.
• Own the end-to-end delivery of CRM campaigns, including audience selection, build, testing, QA, deployment and reporting.
• Maintain high standards of quality control across all guest communications, including content, links, personalisation, data, rendering and tracking.
• Build, manage and optimise campaigns and automated journeys within Salesforce Marketing Cloud.
• Support critical guest communications including booking confirmations, pre-arrival communications and other transactional journeys.
• Work closely with resort and brand teams to understand their commercial priorities and translate these into CRM activity.
• Manage audience segmentation, subscriber updates, preference management and campaign data requirements.
• Use testing, segmentation and personalisation to continually improve guest engagement and campaign performance.
• Monitor CRM performance and provide clear reporting, insights and recommendations to stakeholders.
• Support the development and rollout of new lifecycle journeys and guest engagement use cases.
• Support CRM activity across emerging channels including app, push, SMS and WhatsApp as the Kerzner guest engagement ecosystem develops.
• Work closely with IT, data teams and external partners on CRM integrations, platform enhancements, data requirements and UAT.
• Support the continued development of Kerzner's Customer 360, CDP and guest segmentation capabilities.
• Manage external CRM partners and agencies where required.
• Ensure CRM activity follows data privacy, consent and brand requirements.
• Maintain clear documentation, processes and ways of working across CRM operations.
• Take ownership of deadlines and proactively manage competing priorities across a fast-moving global portfolio.

Skills, Experience & Educational Requirements

• 5+ years' experience in CRM, lifecycle marketing, email marketing or guest engagement.
• Hospitality, travel or luxury experience strongly preferred.
• Strong hands-on experience with Salesforce Marketing Cloud.
• Experience managing CRM across multiple brands, properties, markets or business units.
• Strong experience delivering both marketing and transactional communications.
• Excellent attention to detail with a strong focus on QA and accuracy.
• Strong campaign management and organisational skills with the ability to manage multiple deadlines simultaneously.
• Experience with Journey Builder, Email Studio, Automation Studio, segmentation and personalisation.
• Good understanding of CRM data, customer segmentation and lifecycle marketing.
• Experience with A/B testing, campaign optimisation and performance reporting.
• Working knowledge of HTML/CSS for email.
• Understanding of AMPscript and SQL is advantageous.
• Experience working with CDPs, CRM platforms, APIs or integrated marketing technology is advantageous.
• Strong written and verbal communication skills.
• Confident working directly with senior stakeholders, resort teams, IT teams and external partners.
• Salesforce Marketing Cloud certifications are advantageous.

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.