Regional CRM & Loyalty Manager

Jobfinders

Key Responsibilities

* CRM Strategy & Guest Engagement:

- Develop and execute the regional CRM strategy aligned with brand and commercial objectives.

- Design and manage guest lifecycle communications (pre-stay, in-stay, post-stay, reactivation).

- Ensure consistent personalization and segmentation across all guest touchpoints.

- Collaborate with Marketing, Digital, Revenue, and Operations teams to optimize guest journeys.

* Loyalty Program Management:

- Manage and optimize the regional loyalty program, including enrollment growth, member engagement, and redemption performance.

- Localize loyalty initiatives and campaigns while maintaining global brand standards.

- Partner with properties to implement loyalty benefits and experiential rewards.

- Monitor loyalty KPIs such as active members, repeat stay rate, and member revenue contribution.

* Data, Analytics & Insights:

- Analyze guest data to identify behavioral trends, opportunities for upsell, and retention risks.

- Translate insights into targeted campaigns and personalized offers.

- Track and report on CRM and loyalty performance metrics, including ROI, conversion, and engagement.

- Ensure data accuracy, quality, and compliance with privacy regulations (e.g., GDPR).

* Campaign Planning & Execution:

- Plan, execute, and optimize regional CRM campaigns across email, SMS, app, and other owned channels.

- Coordinate regional promotions, seasonal campaigns, and cross-property initiatives.

- Test, learn, and optimize through A/B testing and performance analysis.

* Stakeholder & Property Collaboration:

- Act as the regional CRM and loyalty subject-matter expert for property teams.

- Provide training, guidelines, and best practices to hotels/resorts in the region.

- Work closely with IT and external vendors to support CRM platforms and integrations.

Systems & Tools:

- Manage CRM and loyalty platforms (e.g., Salesforce, Oracle, Adobe, PMS integrations).

- Support system enhancements, automation, and guest data integration initiatives.

* Key Performance Indicators (KPIs):

- Loyalty enrollment and active member growth

- Repeat stay frequency and guest retention rate

- CRM campaign engagement and conversion rates

- Revenue contribution from loyalty members

- Guest lifetime value and satisfaction scores


Qualifications:

Should have Restaurant experience with homegrown restaurant

Strong personality , excellent communications skills

Should be working as a CRM & Loyalty Manger

Must have minimum of 5 years of experience as a manager

Create campaigns, customer feedback survey, this role falls under operations

Must have experience in GCC

Will be handling across GCC