Aethos Hotels
51 - 200 employees
Aethos has been founded on the belief that traveling and hospitality should be
Customer Journey and CRM Manager – Maternity Cover
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Aethos Hotels
51 - 200 employees
Aethos has been founded on the belief that traveling and hospitality should be
📋 Description
• Manage and optimise guest communication journeys across the portfolio. • Oversee lifecycle automations and guest communication workflows. • Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective. • Monitor guest journey performance and continuously identify opportunities for improvement. • Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly. • Own the creation and execution of all brand-level newsletters. • Write compelling and engaging copy for CRM communications. • Create newsletter layouts and supporting creative assets using approved brand templates and tools. • Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency. • Manage editorial calendars and campaign scheduling. • Oversee CRM activity across all properties. • Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines. • Support hotel teams with campaign planning, audience targeting, and CRM execution. • Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership). • Produce monthly CRM performance reports for the portfolio. • Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution. • Analyse campaign performance and provide actionable recommendations. • Ensure reporting standards are consistent across all properties. • Maintain high standards of database health and data quality.
🎯 Requirements
• 3–5+ years of experience in CRM, lifecycle marketing, email marketing, or customer journey management. • Strong English copywriting and content creation skills. • Any additional language from our core markets (Italian, Spanish, Portuguese, or German) is considered a plus. • Comfortable creating newsletter layouts and basic creative assets. • Hands-on experience with CRM, email marketing, and marketing automation platforms. • Strong understanding of audience segmentation, automation workflows, customer journeys, and campaign management. • Experience working with CRM integrations, data flows, and guest or customer databases. • Analytical mindset with strong reporting and performance analysis capabilities. • Excellent organisational, project management, and stakeholder management skills. • Ability to balance strategic thinking with hands-on execution in a fast-paced environment. • Hospitality experience is considered an advantage.
🏖️ Benefits
• Late start / early finish hours • Family friendly working arrangements • Competitive salary • Volunteer days to give back to community
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