Job Details

Description

Position Overview:

The Director of CRM will manage the end-to-end CRM ecosystem — from platform management and vendor oversight to segmentation, automation, and campaign optimization. This highly cross-functional role will collaborate closely with corporate marketing, revenue management, and property teams to ensure CRM programs are aligned with commercial priorities and guest experience standards.

Key Responsibilities

• Develop and lead multi-channel CRM strategies encompassing acquisition, engagement, retention, and reactivation across email, SMS, mobile, and emerging channels.
• Oversee CRM platform management, including evaluation, optimization, and vendor relationships, ensuring seamless integrations with PMS, booking engines, and guest service platforms.
• Design and implement guest segmentation models to enable targeted, personalized campaigns that drive incremental bookings and enhance guest loyalty.
• Develop and maintain comprehensive CRM reporting frameworks to measure impact on revenue, guest engagement, and lifetime value at both property and portfolio levels.
• Establish and manage a robust A/B and multivariate testing agenda to continuously improve campaign performance and guest experience across the customer journey.
• Ensure CRM strategies and operations comply with GDPR, CCPA, CAN-SPAM, and evolving data privacy standards.
• Collaborate with field operations, revenue management, digital marketing, and guest services teams to align CRM initiatives with broader business objectives.
• Serve as the internal subject matter expert on CRM and guest loyalty, providing strategic guidance, training, and support to stakeholders across the organization.
• Support change management efforts related to CRM platform transitions, new technology implementations, and process enhancements.
  
  

Qualifications

• 5+ years of progressive experience in CRM, lifecycle marketing, or loyalty marketing, preferably within hospitality, travel, or adjacent industries.
• Proven track record of designing and executing revenue-driving CRM strategies across large, complex organizations.
• Strong technical acumen with CRM platforms (e.g., Salesforce Marketing Cloud, Revinate, Cendyn, Amadeus) and integration with PMS, booking engines, and CDPs.
• Deep understanding of customer segmentation, journey mapping, marketing automation, and personalization strategies.
• Expertise in CRM performance measurement, reporting, and optimization tied to commercial KPIs.
• Strong project management skills, including resource planning, cross-functional collaboration, and executive communication.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for compliant guest data management.
• Highly organized, analytical, and comfortable navigating ambiguity in a dynamic, high-growth environment.
• Bachelor’s degree required; advanced degree in marketing, business, or a related field preferred.
• Ability and willingness to travel periodically to EOS Hospitality properties and corporate offices.
  
  

The annual salary range for this position is $145,000 to $155,000.