Executive/Assistant Manager, CRM
4 weeks ago
Responsibilities
Primarily responsible for assisting in the planning, execution, and ensuring efficiency management of the Corporate Loyalty Programme and B2B CRM System.
Corporate Loyalty Programme:
Support participating properties in executing marketing initiatives and promotional campaigns aimed at increasing bookings and driving revenue growth. Collaborate with participating properties to identify and leverage opportunities to boost room night production through targeted campaigns and strategic booking promotions. To identify opportunities for driving membership growth, enhancing client engagement, and improve overall production. Manage email marketing campaigns, implementing metrics to track effectiveness, and make data-driven enhancements to improve KPIs. Oversee the processing of new membership applications, ensuring accurate entry, and synchronization of membership numbers in the PMS system. Handle members' requests, feedback, and complaints, particularly regarding points discrepancies and missing bookings. Maintain and regularly update the membership database and profiles. Process and crediting of points into member's account due to missing bookings that were not tagged to member during reservation. Process members' rewards redemptions, including the purchase and distribution of vouchers, and maintain accurate records for invoicing and audits. Track inventory movement of rewards, submit monthly inventory reports to Finance, and assist with quarterly stock takes. Source and negotiate with third-party vendors for reward items, expanding the redemption program's offerings. Plan and organize member workshops and events in collaboration with suitable vendors and hotels. Ensure accurate tabulation and month-end reporting of points, submitting data to Finance for charge-back to participating properties. Generate and update monthly performance reports for the program, as well as other ad-hoc reports required by management. Develop content for the monthly newsletter and collaborate with the marketing communications team to produce e-blasts, keeping members informed about promotions and events. Plan and execute regular promotions, such as festive rewards redemptions and special hotel stay offers. Work with vendors to develop engaging online quizzes and other activities to enhance member engagement. Maintain the program's website, ensuring the member portal is up-to-date with the latest news, promotions, and relevant content.B2B CRM:
Serve as the primary custodian of the B2B CRM system, database, and its users. Ensure the integrity and accuracy of the CRM database. Assist in the maintenance and administration of the CRM system. Perform regular audits on data entry and activity reporting to ensure data integrity and quality. Ensure all SOPs are up-to-date and effectively communicated to users. Coordinate the CRM setup and integration process for new properties to ensure seamless operations. Ensure smooth onboarding process for new users and properties. Executive CRM strategies aimed at increasing loyalty and retention of our B2B contacts. Assist in analyzing B2B customer preferences and journeys to implement more effective engagement strategies with the clients to improve overall production. Assist in coordinating the annual Customer Engagement Survey, leveraging insights to improve client satisfaction and engagement.
Requirements
Diploma or bachelor’s degree in marketing, Business Administration, Hospitality Management, or a related field. Minimum 2 years of relevant experience in a loyalty program role or marketing role, preferably within the hospitality industry. Self-motivated, creative, result oriented, strong organizational skills and attention to detail. Excellent communication and interpersonal skills. Proficiency in Microsoft Office Suite Familiarity with Opera PMS systems (advantageous) Ability to work independently and as part of a team.-
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