CRM Specialist

We are looking for a CRM Specialist who will be responsible of the development, execution and optimization of customer communication strategies across email, WhatsApp and other CRM-driven channels.

      "Please note that the position is open only for local residents"

Working closely with the CRM and Loyalty Manager and the Head of E-Business, the role owns the day-to-day setup, management, and optimization of guest journeys, audience segmentation, and CRM-driven communications, ensuring accurate use of guest data to support acquisition, engagement, and retention objectives. The role plays a key part in the operational delivery of Echo Privilege Club (Constance Hotels & Resorts Loyalty Program) and acts as a central contributor to CRM best practices, data usage, and campaign execution across the group.

DUTIES AND RESPONSIBILITIES

Responsibilities and duties for this position shall include, but are not limited to, the following areas and activities. At Management's discretion, directions may be given for tasks outside the scope of work described:

• Work closely with the " CRM and Loyalty Manager " and the “Head of E-Business” on the execution of the CRM and customer journey strategy
• Execute and manage CRM-driven customer communications across email, WhatsApp, and other digital channels in line with the CRM and customer journey strategy.
• Own the day-to-day configuration and use of the CRM platform and related marketing tools, including campaign setup, audience selection, scheduling, testing, monitoring, and post-campaign checks.
• Design, build, execute, and continuously optimize automated customer journeys and trigger communications across email and WhatsApp.
• Build, maintain, and document customer segmentation models based on behavior, profile data, stay history, and loyalty status.
• Ensure CRM data quality and reliability by actively monitoring data imports, deduplication processes, consent status, and overall data consistency, and by flagging issues for resolution.
• Support the operational delivery of Echo Privilege Club communications, including enrolment, lifecycle messaging, offers, and retention-related campaigns.
• Coordinate with internal stakeholders (Marketing, Loyalty, IT, Revenue, Operations) to align CRM communications with business objectives and ensure timely delivery.
• Support CRM-related integrations with digital marketing channels and platforms (e.g. social media audiences, paid media platforms, booking engines), including testing and validation.
• Coordinate with content, design, and digital teams to ensure CRM communications are accurate, on brand, and delivered according to agreed timelines.
• Apply CRM and digital data best practices, including GDPR compliance, consent management, and documentation of processes.
• Produce and present regular CRM performance reports for all managed brands, highlighting key insights, issues, and improvement opportunities.
• Regularly review product positioning and online marketing content to identify room for improvement.
• Keep abreast of industry trends and best practices, including CRM, marketing automation and digital marketing.

REQUIREMENTS

• Proven experience in CRM marketing automation or E-marketing database management.
• Bachelor's degree in Marketing, Communication, Digital or related field
• Solid understanding of customer lifecycle management, audience segmentation, and CRM-driven communication principles.
• Experience working with CRM platforms and email marketing tools, including basic automation, testing, and monitoring of campaigns. Understanding of data structure, data quality and consent management
• Highly organized and methodical, with a strong focus on accuracy and data quality.
• Strong attention to detail and commitment to delivering high-quality work.
• Curious and proactive mindset, with the ability to learn new tools, processes, and platforms.
• Clear and professional communicator, able to collaborate effectively with multiple stakeholders and explain technical topics simply.
• Capable of managing multiple activities in parallel, meeting deadlines, and maintaining quality under pressure.

BENEFITS

• Free cafeteria: Say goodbye to boring lunchboxes! Enjoy free meals to tantalize your taste buds every day.
• Gym facility: No need for gym membership! Our office is equipped with a gym to help you stay fit and healthy.
• Dynamic work environment: Join the hustle and bustle! We're a high-energy team where each day brings exciting challenges.
• Transportation: Leave commuting stress behind! Take advantage of our transportation program for a hassle-free journey to work.
• Insurance and pension: We've got you covered for the future! With our comprehensive insurance and pension package, you can focus on your career with peace of mind.
• Flextime: Work on your own terms! Our flexitime policy allows you to balance work and life according to your schedule.