CRM Manager – Loyalty and Customer Journeys

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Design, construct, and continuously enhance automated loyalty lifecycle journeys utilizing Salesforce Marketing Cloud.

• Manage member communications across email, push notifications, and SMS platforms.

• Develop and implement A/B and multivariate testing strategies.

• Collaborate with the Loyalty Program Operations Manager to activate program rules, tiers, rewards, and promotions.

• Set up and monitor CRM performance metrics.

• Analyze engagement, conversion, churn, and behavioral trends.

• Serve as the primary platform owner and subject-matter expert for CRM and marketing automation tools.

• Ensure data integrity and adherence to technical best practices.

• Work in partnership with Marketing, Revenue Management, and Partnership teams on co-branded promotions, local experiences, and targeted member offers.

• Create regular and on-demand reports and dashboards for stakeholders.

• Convert campaign data into actionable insights and recommendations.

• Contribute to the growth and scalability of the global loyalty program.

⛳️ Requirements

• Proven experience (5+ years) in CRM, loyalty, or lifecycle marketing roles, ideally within the hospitality, travel, retail, or consumer-facing sectors.

• Hands-on experience with Salesforce Marketing Cloud is essential.

• Strong grasp of customer journey design, segmentation, and marketing automation.

• Capability to create and maintain performance dashboards (e.g., using Tableau, Power BI, or Salesforce) to monitor and report on CRM-attributed revenue and Customer Lifetime Value (CLV).

• Solid understanding of GDPR and PECR regulations.

• Strong communication skills, including the ability to clearly explain technical or data-driven concepts to non-technical stakeholders.

• Familiarity with SQL or HTML/AMPscript for advanced Salesforce customization is preferred.

• Proficient in English; knowledge of additional European languages is advantageous.

• High energy, a no-ego mentality, and a positive ‘can do’ attitude.

• Some interstate and international travel may be required.

🏝️ Benefits

• Travel allowance for commuting distances starting from 10 km.

• A dynamic and diverse role within an expanding hotel chain.

• A motivated and engaged team that encourages personal initiative.

• Opportunities for both personal and professional development.

• Competitive salary along with attractive secondary benefits.

• Discounts on hotel stays within our chain.

• Access to training through development programs.

• Opportunities for personal growth and career advancement.

• Access to purchase discounted products like an e-bike or phone with an average tax benefit of 40% via FiscFree.

• Participation in a global employee discount program.

• A unique experience that includes an overnight stay with dinner and breakfast during your “Know Where You Work” moment.