Global Hotel Chain

The primary responsibility will be to drive retention and engagement of users across all online channels (app and web) for the entire network while as a key metric driving transaction from existing users on company’s platforms thus maximizing on users lifetime value.

Top level KPIs
• Retention across Consumer Cohorts and Platforms
• Engagement across Consumer Cohorts and Platforms
• Traffic
• Conversion

The CRM head will have a team reporting to her or him including the following key functional leaders:
• Campaign Manager
• Promotional Communication Manager
• Engagement Manager

The said leader will have an operational team of 5 to 10+ managers and executives. Additionally, she or he is expected to manage key business relations with external partners and internal teams such as online marketing, finance, technology, partnership and revenue management.

• Build and lead a team of 10+ people to setup CRM vertical in Japan by recruiting the right talent. While handling, grooming, nurturing and managing the performance for highest outcomes.
• Develop and execute strategy across all communications channels including (but not limited to) push notifications, SNS, emails, whatsapp, messenger etc to drive transactions through online channels
• Work closely with data science team to build personalization capabilities on online platforms and communications channels
• Develop a deep understanding of consumer behavior and ensure proper personalised communication is set at multiple points in the consumer journey to maximize the lifetime value.
• Develop, own and execute roadmap for loyalty programs to drive repeat user transaction and maximize the lifetime value.
• Work with technology teams to develop and promote gamification and engagement initiatives on online channels

• Master's Degree in business or equivalent. Bachelor's Degree in Engineering or Basic Sciences or Analytics or Psychology.

• 12+ years of hands on experience in Customer relationship management, email marketing, digital channels, Product Marketing, Category Management or associated functions.

• Strong Data Analytics and Data driven thinking.
• Team Leadership and Large team handling Experience. Especially working with leaders of leaders.
• Excellent communication skills and ability to foster strategic partnerships
• Ability to foresee and plan for contingencies. Proactive in Approach.
• High energy and Hustle.
• Hunger to outperform coupled with hands on attitude.
• Ability to execute in an intense fast-paced, and highly iterative environment;
• Efficient Stakeholder Engagement and ability to Influence for driving key business outcomes.
• High on Initiative and Experimentation.