Guest Loyalty & CRM Manager in Rozsoha N.A., FOP

A hotel in the center of Kyiv is looking for aGuest Loyalty & CRM Manager


Main functional duties:

• Development and implementation of loyalty programs for guests, interaction with other departments regarding the implementation of loyalty standards
• Maintenance and segmentation of the CRM database (segmentation guest base, creation of personalized offers, automation of mailings (email, SMS, push)
• Analysis of guest behavior and formation of offers for repeat bookings
• Launch of special offers, cross-sales, upsell
• Monitoring the effectiveness of promotions, conversions to repeat bookings
• Creation of guest questionnaires, surveys
• Cooperation with marketing regarding image campaigns and reputation work

Required skills and knowledge:

• Desirable - knowledge of hotel PMS/CRM systems (Servio will be a plus)
• Experience in creating and launching loyalty programs (bonuses, levels, cashback, club cards)
• Development of individual packages and special offers for different segments of guests (corporate, permanent, family, holiday, restaurant visitors)
• Experience with mailing platforms is desirable (SendPulse, Mailchimp, UniSender, etc.)
• Ability to work with Excel / Google Sheets (reports, analytics)

Additional requirements:

• Experience of working in a hotel for at least 1 year in a similar position will be a priority in the selection candidate
• Knowledge of Google Analytics, Google Hotel Ads, HotelMatrix
• English - not lower than B1 level (for communication with foreign guests)
  
  Requirements for the candidate:
  Education: Higher (marketing, management, hotel and restaurant business, tourism).
  
  Personal qualities:
• Communication, customer orientation
• Analytical thinking, attention to detail
• Ability to multitask
• Initiative