Customer Journey and CRM Manager – Maternity Cover

This is a fully remote position, open to applicants in Switzerland.

📋 Description

• Manage and enhance guest communication pathways throughout the portfolio.

• Supervise lifecycle automation and guest communication processes.

• Ensure that all automated messages are precise, relevant, aligned with the brand, and effective commercially.

• Track guest journey performance and consistently identify areas for enhancement.

• Collaborate closely with CRM, booking engine, PMS, and platform partners to guarantee proper functionality of systems and integrations.

• Take ownership of the development and execution of all brand-level newsletters.

• Craft captivating and engaging content for CRM communications.

• Design newsletter layouts and supporting creative assets utilizing approved brand templates and tools.

• Maintain a high standard of content quality, accuracy, and brand consistency across all communications.

• Manage editorial timelines and campaign scheduling.

• Oversee CRM activities across all properties.

• Review and authorize local newsletters (for hotels and membership) and ensure local teams adhere to segmentation best practices and audience selection guidelines.

• Assist hotel teams with campaign planning, audience targeting, and CRM execution.

• Serve as the primary contact for CRM-related inquiries across the portfolio (hotels and membership).

• Generate monthly CRM performance reports for the portfolio.

• Monitor key performance indicators (KPIs) including open rates, click-through rates, conversions, database growth, and revenue contributions.

• Analyze campaign performance and offer actionable insights.

• Ensure uniform reporting standards across all properties.

• Uphold high standards of database integrity and data quality.

⛳️ Requirements

• 3–5+ years of experience in CRM, lifecycle marketing, email marketing, or customer journey management.

• Strong English copywriting and content development skills.

• Proficiency in any additional language from our core markets (Italian, Spanish, Portuguese, or German) is advantageous.

• Proficient in creating newsletter layouts and basic creative assets.

• Hands-on experience with CRM, email marketing, and marketing automation platforms.

• Solid understanding of audience segmentation, automation workflows, customer journeys, and campaign management.

• Experience with CRM integrations, data flows, and guest or customer databases.

• Analytical mindset with robust reporting and performance analysis skills.

• Exceptional organizational, project management, and stakeholder management abilities.

• Capability to balance strategic thinking with practical execution in a dynamic environment.

• Experience in the hospitality sector is considered a plus.

🏝️ Benefits

• Flexible start and finish times.

• Family-friendly work arrangements.

• Competitive salary.

• Volunteer days to contribute to the community.