Assistant Manager / Manager, CRM (Journey & Platform)

About the role

Lead the strategic direction and technological evolution of member engagement initiatives for the Shangri‑La Circle loyalty program. Own the end‑to‑end CRM journey strategy and the CRM platforms, ensuring alignment with loyalty and business objectives.

Key responsibilities

• Champion the full CRM member journey, from opportunity identification and financial projection to post‑campaign evaluation, delivering a seamless, engaging experience.
• Drive program KPIs and commercial value by maximizing member acquisition, repeat visits, and P&L sustainability through targeted incentives and revenue goals.
• Leverage internal data and market insights to create highly targeted, personalized, and scalable lifecycle strategies.
• Act as strategic business owner for CRM and marketing automation tools, overseeing platform health, usability, and daily operations.
• Lead the platform roadmap, identify technology gaps, and manage upgrades, new feature roll‑outs, and integrations.
• Partner with IT, data analytics, and external vendors to ensure robust data governance and seamless data flows.
• Collaborate with regional teams and stakeholders to align marketing communications with corporate goals and define success metrics.
• Implement agile workflows and operational best practices to improve campaign time‑to‑market and execution efficiency.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Information Systems, E‑commerce or related field.
• 8+ years of experience in CRM strategy, digital marketing or MarTech platform management, preferably in a large organization.
• Proven track record in loyalty marketing, driving commercial success, managing incentives and improving retention.
• Deep, hands‑on knowledge of enterprise‑level CRM and marketing automation platforms (e.g., Salesforce, Adobe Campaign, Braze, Emarsys).
• Experience acting as a product or business owner for CRM systems, with strong analytical and problem‑solving abilities.

Required skills

• Salesforce
• Adobe Campaign
• Braze
• Emarsys

What we offer

• Structured learning and development pathways with real advancement opportunities.
• Competitive benefits, recognition programs, and colleague stay/travel perks.
• Inclusive, diverse workplace that values personal growth and a secure environment.