JOB OVERVIEW

Key Responsibilities
* CRM Strategy & Guest Engagement:
– Develop and execute the regional CRM strategy aligned with brand and commercial objectives.
– Design and manage guest lifecycle communications (pre-stay, in-stay, post-stay, reactivation).
– Ensure consistent personalization and segmentation across all guest touchpoints.
– Collaborate with Marketing, Digital, Revenue, and Operations teams to optimize guest journeys.
* Loyalty Program Management:
– Manage and optimize the regional loyalty program, including enrollment growth, member engagement, and redemption performance.
– Localize loyalty initiatives and campaigns while maintaining global brand standards.
– Partner with properties to implement loyalty benefits and experiential rewards.
– Monitor loyalty KPIs such as active members, repeat stay rate, and member revenue contribution.
* Data, Analytics & Insights:
– Analyze guest data to identify behavioral trends, opportunities for upsell, and retention risks.
– Translate insights into targeted campaigns and personalized offers.
– Track and report on CRM and loyalty performance metrics, including ROI, conversion, and engagement.
– Ensure data accuracy, quality, and compliance with privacy regulations (e.g., GDPR).
* Campaign Planning & Execution:
– Plan, execute, and optimize regional CRM campaigns across email, SMS, app, and other owned channels.
– Coordinate regional promotions, seasonal campaigns, and cross-property initiatives.
– Test, learn, and optimize through A/B testing and performance analysis.
* Stakeholder & Property Collaboration:
– Act as the regional CRM and loyalty subject-matter expert for property teams.
– Provide training, guidelines, and best practices to hotels/resorts in the region.
– Work closely with IT and external vendors to support CRM platforms and integrations.
Systems & Tools:
– Manage CRM and loyalty platforms (e.g., Salesforce, Oracle, Adobe, PMS integrations).
– Support system enhancements, automation, and guest data integration initiatives.
* Key Performance Indicators (KPIs):
– Loyalty enrollment and active member growth
– Repeat stay frequency and guest retention rate
– CRM campaign engagement and conversion rates
– Revenue contribution from loyalty members
– Guest lifetime value and satisfaction scores

Qualifications:
• Should have Restaurant experience with homegrown restaurant
• Strong personality , excellent communications skills
• Should be working as a CRM & Loyalty Manager
• Must have minimum of 5 years of experience as a manager
• Create campaigns, customer feedback survey, this role falls under operations
• Must have experience in GCC
• Will be handling across GCC

• Salary range : KWD 1500- KWD1800 (negotiable)
• Benefits :
• Ticket allowance for self, spouse , two kids up to the age of 18 years old residing in country of appointment every year
• Private Medical with dental for self ,spouse , two kids up to the age of 18 years old residing in country of appointment after completing probation period
• Bonus is as per company and individual performance.
• Accommodation provided until residency formalities in Kuwait(1-2 months)