We are currently seeking an CRM Executive who will be responsible for designing and executing multi-channel customer journeys using Salesforce Marketing Cloud. Sitting in the Brand Loyalty team, you will play a key role in consistent elevated guest communication that are brand aligned. The ideal candidate will be commercially aware, analytical and have strong stakeholder management skills.
Our client based in Dubai, is one of the largest and most luxurious hospitality brands in the region. This position is a contract role with an initial duration of 12 months and is renewable.
Key responsibilities:
- Design and execute multi-channel customer journeys using SFMC with aligned messaging across email, SMS, push notifications, and more.
- Consistent elevated guest communications that are brand aligned, focusing on multi-channel communications touch points.
- Ensure promotional campaigns and transactional triggered communications are punctual on SFMC.
- Working closely with CRM Assistant Manager on overview and alignment with communication calendar.
- Build and maintain responsive HTML email templates with dynamic content.
- Partner with the CRM Assistant Manager to integrate global campaign elements and contribute to the development of brand-compliant email content.
- Support SFMC journeys in line with data from Guest 360 / CDP / Service Cloud.
- Ensure the CRM database is up-to-date, accurate and compliant while segmenting customer data for targeted campaigns from CDP.
- Continuously optimize campaigns through A/B testing, performance analysis, and actionable insights.
- Monitor and analyze customer behavior and campaign performance to identify trends and provide actionable insights for improving customer engagement.
- Prepare and present regular reports with CoE team on the effectiveness of CRM activities, highlighting key metrics like open rates, conversions, and ROI.
- Collaborate with wider teams and relevant verticals to ensure timely brand-aligned campaigns being dispatched.
- Demonstrate commercial awareness to ensure a cohesive and effective communications strategy is aligned with business objectives.
- Focus on maintaining quality checks and securing necessary approvals to deploy on-brand communications from the SFMC platform.
- Optimize internal processes based on team requests, review opportunity gaps, and understand business requirements.
- Maintain security and integrity of the Salesforce software.
- Understanding and adhering to data compliance laws and privacy policies.
- Assist with the integration of Salesforce with other systems for effective communications.
- Be a key day-to-day support for CoE Team.
- Be a key day-to-day support for brand evolution project activities, focusing on communication efficiencies, ensuring brand alignment with broader business strategies.
- Build collaborative, trust-based relationships across property teams, corporate & group functions to streamline email workflows and drive collective success.
Knowledge, skills & experience:
- Salesforce Developer - Proficient understanding of Salesforce administration, including Salesforce Marketing Cloud (SFMC) certifications.
- Minimum of 2 years experience working with Marketing Cloud platforms.
