Head of CRM

Job Title: Head of CRM
Contract Type: Permanent
Location: London
Salary: £60,000 - £70,000 per annum
Reference: 122506_1564417627
Contact Name: Matt Hearnden
Contact Email:
Job Published: July 29, 2019 17:27

Job Description

Head of CRM & Loyalty
£60,000 - £70,000

This client embraces the best of the traditional grand hotels and the new design hotels in turn, providing the best of both worlds. Heritage, attention to detail and impeccable service sit harmoniously alongside modernity, wellbeing and technology, giving them the ability to stay in tune with the personal rhythms of their guests' lifestyles.

Their three founding properties in Amsterdam, London and Paris all sit in the cultural heart of their vibrant cities, and have attracted the people who drive change and creativity for decades.

If you like what you're reading - and you're ready to step into a CRM & Loyalty role where you'll have the opportunity to shape the entire CRM strategy alongside the VP of Marketing - then you've come to the right place.

Here are some more details:

The Responsibilities:

* Lead the transformation of our guest and data analytics approach and strategy
* Ensure that teams have the appropriate reporting and system in place to identify and recognise our loyal and repeat guests
* Be the public face of the loyalty and recognition programme, responding to and answering queries and questions from our guests
* Contribute to the team developing a guest recognition and loyalty programmes
* Analysis and improvement of data collection strategies across the group. Unifying processes to build a strong and robust database of guests and clients
* Responsibility for guest profiles, the accuracy of the data, completing and merging profiles and cleaning existing data
* Contribute to the ongoing effort to reduce OTA business and convert guests to direct bookers
* Understand the overall CRM architecture to check the coherence of data coming from the integrated systems
* Work closely with the hotel digital marketing executives to build effective campaigns and engagement
* Create relevant dashboards to provide regular status, results with defined KPIs and updates on guest retention and loyalty including analysis by different segments and room types
* Will communicate effectively and work closely with other marketing department players such as Marketing managers, social media and PR
* Is data driven and can explain its complexities simply in order to drive actionable consumer insight
* Ability to manipulate and integrate large levels of data in order to derive insight and build effective retention campaigns
* Will understand the legal ramifications of collecting and storing data with a good knowledge of the data privacy laws

The Requirements:

* Experience working in a hotel or hotel group would be an advantage
* Working Knowledge and experience of using Opera PMS would be an advantage
* A results-focused approach, with a proven record of generating revenue improvements
* A proven track record of building loyalty and retention programs
* Excellent numeracy, with strong analytical capabilities
* A collaborative approach, combined with initiative and proactivity
* A ruthless ability to prioritise high-impact projects and execute them to completion
* Confident and articulate communication skills
* A proven track record of building loyalty and retention programs
* Educated to degree level or equivalent
* You have a good working knowledge of Word, Excel, PowerPoint and Outlook

Interviews will very likely be happening this week, so if you want to be part of that then get in touch with me, Matt, on 0207 845 7708. Or you can email me on I'm also on LinkedIn if you want to connect there:

Please note you must have the right to work in the UK for your application to be considered.