Download CRM marketing manager - Dorchester Collection

Role:
Reporting to:
Role based:
CRM marketing manager, Dorchester Collection
Vice president, sales & marketing
Corporate office - London, UK
Role and responsibilities:
Responsible for developing, implementing and managing the CRM marketing strategy for Dorchester
Collection and its managed hotels. Using data analysis and customer segmentation to foster
customer engagement and loyalty.
Core job responsibilities:
• Responsible for all email marketing campaigns to guests, travel agents and corporates
• Develop, implement and manage the B2B and B2C CRM marketing strategy and campaign
schedule for Dorchester Collection’s ten hotels
• Customer acquisition, retention and reactivation
• Developing effective means of pre-stay communication and engagement
• Customer lifecycle marketing automation. Create and manage targeted and triggered
marketing campaigns
• Campaign project management from brief through to completion
• Management of campaign elements – design, copy, build
• Setting up of database queries
• Work with e-commerce, marketing and communications teams to deliver multi-channel
marketing campaigns
• Use customer insights, analysis and customer segmentation to evolve CRM marketing
strategy and increase marketing ROI
• Manage relationships with hotel teams, guide and advise in CRM strategies and best practice
• Work closely with DC marketing manager to ensure that lifestyle photography of hotels
matches CRM needs
• Create monthly report on post campaign analysis to hotel teams and key stakeholders
• Manage relationships with suppliers such as Neolane
Performance competencies
Inspiring people engagement
• Leading employees
• Participative management
• Building and mending relationships
Inspiring guest engagement
• Straight forwardness and composure
•
•
Change management
Doing whatever it takes
Inspiring performance excellence
• Resourcefulness
• Decisiveness
• Credible and trustworthy
Desired competencies:
• Experience working with campaign management software (ideally Neolane)
• Strong attention to detail
• Good communication skills
• Knowledge of the luxury market
• Experience in retail/hospitality
• Ability to manage multiple projects
• Personable approach and team player
• Excellent presentation skills with credibility and confidence
• Flexible working style
• French/Italian speaking a plus
Role requirements:
• Minimum 3 years data analytics or database marketing experience
• Experience in the Hospitality Industry is preferred
• Outstanding communication skills, both written & verbal
• Strong administration and organisation skills with a proven ability to juggle many tasks
simultaneously in a busy work environment
• Exceptional analytics and data insight skills
• Experience in acquisition and retention marketing
• Prior experience of managing a team
This job description is intended to illustrate the main duties and responsibilities of the role. It is not
intended to be exhaustive and please be advised that the duties and responsibilities may be added on
a temporary or permanent basis as appropriate.
Updated: July 2015