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Industry Services > Hotel
Job number JO-190905-200355

Company overview

Global Hotel Chain

Job description

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.

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