CRM Insights - London, United Kingdom - Aman Group Sarl

Aman Group Sarl

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

CRM Insights & Analytics Executive

London, United Kingdom
CRM
246 Corporate Office London

Job Description:

POSITION OVERVIEW

Reporting to the Campaign & MarTech Manager and based out of the corporate office in London, as CRM Insights & Analytics Executive you will be responsible for managing CRM systems to enhance every touchpoint of the customer journey, ensuring seamless interactions across all channels, from initial contact to post-stay support.

You will collaborate closely with cross-functional teams including brand, marketing, IT, operations, and external vendors to ensure the seamless management of systems that enhance guest communication, engagement, and satisfaction.

RESPONSIBILITIES

Managing CRM systems: Implementation and optimization of CRM software to ensure it aligns with business objectives and enhances customer relationships.
Integration with other systems: Work to integrate the CRM system with other hotel systems such as property management systems (PMS), booking engines, and guest feedback platforms to ensure seamless data flow and a unified view of the guest experience.
System set up: lead the implementation of CRM system for new hotels from vendors onboarding to training and maintenance. This involves conducting inperson or virtual training sessions, creating tutorials and SOPs, and providing ongoing support to address any questions or issues that arise.
Improving customer experience: Work to enhance every touchpoint of the customer journey, ensuring seamless interactions across all channels, from initial contact to poststay communication.
Collecting and analysing customer feedback: Gather feedback through surveys, reviews, and other channels to gain insights into customer preferences and pain points, using this data to refine strategies and processes.
Collaborating with crossfunctional teams: Work closely with marketing, brand, digital and operational teams to align strategies and deliver a unified customer experience.
Training and development: Train employees on CRM systems and best practices for customer engagement, empowering them to deliver exceptional service and support.
Monitoring performance metrics: Track key performance indicators (KPIs) such as customer satisfaction, properties' performance, and net promoter score (NPS) to measure the success of CRM initiatives and identify areas for improvement.
Developing and implementing CRM strategies: This involves analysing customer data, and creating strategies to engage, retain and increase the customer database effectively.
Staying informed about industry trends: Stay up to date with developments in CRM technology and customer experience trends, ensuring the business strategies remain innovative and competitive.

QUALIFICATIONS

Bachelor's degree in Hospitality Management, Business Administration, or related field.
Minimum of 2 years of experience in CRM, preferably within the luxury or hospitality industry.
Proven track record of successfully managing the development and launch of CRM systems.
Experience working with systems such as Braze, Cendyn, TrustYou, SevenRooms and others is a plus.
Strong project management skills with the ability to prioritize tasks, manage deadlines, and allocate resources effectively.
Excellent communication and collaboration skills, with the ability to work crossfunctionally and influence stakeholders at all levels of the organization.
Analytical mindset with proficiency in data analysis tools and techniques for measuring product performance and identifying areas for improvement.
Passion for innovation and CRM, with a customercentric approach and a commitment to delivering exceptional guest experiences.