What are the responsibilities and job description for the CRM (Customer Relationship Management) Manager position at Charlestowne Hotels?
Job Title: CRM (Customer Relationship Management) Manager
Department: Marketing
Position Overview
The CRM (Customer Relationship Management) Manager oversees the development, execution, and performance analysis of automated and promotional email campaigns across the Charlestowne Hotels portfolio. As a key member of the Marketing Team, the CRM drives process efficiencies, cross-departmental collaboration, and revenue growth through data-driven email strategies and targeted content.
Key Responsibilities
- Campaign & Workflow Management: Plan, execute, and analyze promotional and automated email marketing campaigns using CRM and ESP platforms.
- Database Management: Oversee and segment portfolio databases to ensure list health, compliance, and accurate audience targeting.
- Content & Creative Quality Control: Write, copyedit, and perform rigorous Quality Assurance (QA) on copy, layouts, links, and dynamic content tailored to diverse brand personas.
- A/B Testing & Optimization: Conduct ongoing A/B testing on subject lines, creative assets, and delivery timing to improve engagement and conversion rates.
- Analytics & Revenue Reporting: Track performance metrics, analyze CRM-generated revenue, and deliver actionable insights and recommendations to stakeholders.
- Cross-Functional Collaboration: Partner with design, content, project management, and property teams to align email initiatives with broader hotel marketing goals.
- Deliverability & Best Practices: Ensure all email deployments adhere to deliverability standards, anti-spam regulations (e.g., CAN-SPAM, GDPR), and mobile responsiveness guidelines.
Qualifications & Skills
- Experience: 4 years of proven experience building, executing, and analyzing email marketing programs (Hospitality or Travel industry experience preferred).
- Education: Bachelor's degree in Marketing, Communications, Business, or a related field.
- Technical Skills:Proficiency in CRM platforms (Revinate highly preferred), CMS, and major Email Service Providers (ESPs).
- Hands-on experience with HTML/CSS for email layout adjustments; knowledge of MJML is a plus.
- Proficiency in Google Workspace / Microsoft Office and Adobe Creative Suite.
- Solid understanding of web analytics platforms (e.g., Google Analytics).
Core Competencies:
- Exceptional attention to detail and rigorous QA habits.
- Strong project management, organization, and multi-tasking skills.
- Excellent written communication and adaptable copywriting/editing ability.
- Strong analytical skills with the ability to translate data into strategic marketing decisions.
Travel Expectations:
Very minimal, if any (0-5%).