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About the Role

This role combines CRM, digital user experience, and digital marketing to create seamless customer journeys. You will own the CRM strategy, manage projects to improve the digital user experience, and use data to identify and implement improvements across the customer lifecycle.

Responsibilities

Review and optimize the current CRM and email marketing strategy, and develop and execute a forward-looking CRM roadmap for the next 2-5 years.
Own and continuously improve customer database segmentation, developing new and advanced segments based on booking behavior, preferences, engagement, frequency, and customer value.
Lead the optimization of user data collection through web registration and collaborate cross-functionally to ensure the availability and quality of data required for CRM, personalization, and segmentation.
Conduct ongoing consumer research to better understand customer needs, behaviors, and motivations, and develop and refine customer personas to inform targeted communications and customer journeys.
Leverage relational and behavioral data to improve targeting and personalization across the customer lifecycle.
Lead A/B testing and optimization initiatives across email personalization, automated campaigns, and customer journey flows to improve engagement, conversion, and retention.
Monitor KPIs and report on campaign performance, providing actionable recommendations to improve user engagement, conversions, and overall campaign effectiveness.
Resolve CRM segmentation and data-processing requests from other teams, ensuring continuity and efficiency in campaign operations.
Take ownership over the user experience on the CMS by understanding its usage, optimizing its organization and cataloging the modules for ease of use.
Support internal teams in using the CMS and other digital tools more effectively by developing documentation, guidance, and best practices where required.
Set up and analyse surveys, data & interviews for certain topics within our websites and propose solutions based on these results.
Support product by combining qualitative and quantitative insights to identify user needs, pain points, and opportunities for improvement.
Review and test newly developed features within the staging environments to ensure they meet defined requirements, design expectations, and FFP Assurance standards before release.
Explore ways to resolve systemic problems by understanding the contributing factors and their connection and proposing a solution.
Collaborate with Product, Design, Development, Marketing, and other stakeholders to improve website functionality and overall digital customer experience.
Support the definition and documentation of requirements for website improvements and new digital functionality.
Support DNS configuration and domain-related setup for clients websites using Webflow.

Requirements

Minimum 4 years of experience in a digital marketing, CRM, or a related role.
Strong experience in CRM, email marketing, marketing automation, customer segmentation, and personalization.
Strong analytical skills, with experience using Google Analytics 4 and other reporting tools to analyze customer behavior and CRM performance.
Experience developing and optimizing customer journeys, using data and testing to improve engagement, conversion, and retention.
Basic SQL knowledge and experience querying CRM data is a plus.
Curious and analytical approach to problem-solving, with the ability to investigate issues, identify root causes, and propose practical solutions.
Experience with qualitative and quantitative research methods, including surveys, customer interviews, user feedback, and behavioral data, is an advantage.
Good understanding of the digital landscape and hospitality industry, with familiarity with CMS platforms, website operations, and content management processes.
Comfortable testing digital features, identifying issues, documenting requirements, and collaborating with Product, Design, and Development teams.
Strong project management, organizational, and cross-functional collaboration skills.
Excellent communication and teamwork skills, with strong written and spoken English.

Skills

CRM
Digital User Experience
Digital Marketing
Email Marketing
Marketing Automation
Customer Segmentation
Personalization
Google Analytics 4
Customer Journeys
SQL
Qualitative Research
Quantitative Research
CMS Platforms
Website Operations
Content Management
Project Management
Organizational Skills
Cross-functional Collaboration
Communication Skills
Teamwork Skills
Webflow

Location

Global Headquarters

Work Type

Hybrid mobile working

Experience Level

Minimum 4 years of experience

Benefits

A great experience in the niche market of luxury boutique hotels
Great benefits at member hotels, brand partners and other employee discounts and special offers, including Marriott Explore rates
Career development opportunities in an international company

About the Company

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.
Design Hotels is a forward-thinking global hospitality brand.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.