Manager, CRM & Guest Engagement

Kerzer International
Dubai
Workplace: OnsiteFull timeFunction: Marketing & GrowthExperience: 5+ yearsSkills: ["Attention to detail","Excellent organisation","Ability to manage multiple priorities","Written and verbal communication","Stakeholder collaboration"]

Own end-to-end CRM and guest-communications delivery across Kerzner brands and resorts, coordinating campaign planning, build, QA, deployment, and reporting. Manage Salesforce Marketing Cloud workflows, automated journeys, and lifecycle/transactional communications, including booking confirmations and pre-arrival messaging. Partner with brand, resort, operations, IT, and external teams to translate commercial priorities into segmented, personalised campaigns and improve guest engagement through testing and optimization.

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FursaFursa
Kerzer International
Kerzer International
2 days ago

Manager, CRM & Guest Engagement

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Last checked: 8 hours agoStatus: Live

Job Summary

Own end-to-end CRM and guest-communications delivery across Kerzner brands and resorts, coordinating campaign planning, build, QA, deployment, and reporting. Manage Salesforce Marketing Cloud workflows, automated journeys, and lifecycle/transactional communications, including booking confirmations and pre-arrival messaging. Partner with brand, resort, operations, IT, and external teams to translate commercial priorities into segmented, personalised campaigns and improve guest engagement through testing and optimization.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Marketing & Growth
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day CRM activity across Kerzner brands and resorts, including One&Only, SIRO, and Rare Finds.
  • •Own end-to-end delivery of CRM campaigns (audience selection, build, testing/QA, deployment, reporting).
  • •Maintain and optimise Salesforce Marketing Cloud campaigns and automated guest journeys.
  • •Ensure quality control for guest communications (content, links, personalisation, data, rendering, tracking) and comply with data privacy/consent requirements.
  • •Monitor CRM performance and provide reporting, insights, and recommendations; support lifecycle journey development and emerging channels (app, push, SMS, WhatsApp).

Key Requirements

  • •5+ years' experience in CRM, lifecycle marketing, email marketing, or guest engagement.
  • •Strong hands-on experience with Salesforce Marketing Cloud, including Journey Builder, Email Studio, and Automation Studio.
  • •Experience managing CRM activity across multiple brands, properties, markets, or business units.
  • •Strong campaign management and organisational skills to manage multiple deadlines and priorities at once.
  • •Excellent attention to detail with strong QA/accuracy, plus experience with segmentation, personalisation, and performance reporting.
Experience:5+ yearsHospitalityTravelLuxuryEmail marketingLifecycle marketing
Skills:Attention to detailExcellent organisationAbility to manage multiple prioritiesWritten and verbal communicationStakeholder collaboration
Certifications:Salesforce Marketing Cloud certifications
Tech Stack:Salesforce Marketing CloudSalesforceJourney BuilderEmail StudioAutomation StudioHTMLCSSAMPscriptSQLCDPAPIsCRM

Company Brief

Kerzer International
Kerzner International develops and manages luxury resorts, hotels and branded leisure destinations worldwide, including Atlantis and One&Only properties, delivering integrated hospitality, entertainment and residential experiences at premier beachfront and destination locations.
Industry: Hotels & Resorts
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1972
WebsiteLinkedIn