CRM Manager

Position Level: Management Level
Reporting Line: Front Office Manager

Our client, an ultra-luxury resort ranked among the top ten in the Maldives, renowned for its world-class service and transformative guest experiences, is now seeking a Customer Relationship Management (CRM) Manager to elevate its customer relationship strategy, enhance guest engagement, and drive personalised experiences that align with the resort's exceptional service standards.

Requirements:

• At least 3 years of experience in a similar position within a 5-star luxury hotel or resort.
• In-depth knowledge of various CRM and PMS platforms.
• Strong analytical skills with proficiency in Excel and/or data visualisation tools.
  
• Proven experience in customer segmentation, personalisation, and journey mapping.
  
• Solid understanding of GDPR and other relevant data protection regulations.
  
• Excellent project management abilities and clear, effective communication skills.
  
• Advanced proficiency in written and spoken English; fluency in additional languages is a plus.
  
• Exceptional customer service orientation with outstanding interpersonal skills.
  
• Willing to relocate to a remote island of the Maldives. 

Responsibilities:

• Develop and implement CRM strategies to enhance customer engagement and support business growth.
  
• Oversee the configuration, implementation, and management of the resort's CRM system.
  
• Ensure CRM processes are aligned with organizational objectives and industry best practices.
  
• Analyze customer data and behavior to generate actionable insights.
  
• Segment customer profiles to deliver personalized marketing campaigns and communications.
  
• Create and execute a communications plan in alignment with the overall marketing strategy.
  
• Collaborate closely with sales, marketing, and guest services teams to ensure a consistent customer experience.
  
• Conduct A/B testing on content and strategies to maximize effectiveness.
  
• Maintain and update customer databases, ensuring data accuracy, cleanliness, and compliance with GDPR.