Director, CRM
(15214)
At Kerzner, we never settle. Through continued innovation, our team of pioneers push until the next level is achieved, and then to keep going. Our philosophy is simple - we go above and beyond to Blow Away our Guest and Colleagues. Good enough never is. For us, it is all about perfection and innovation. This is not simply our job, it’s our passion.
Our Colleagues are at the heart of who we are and what we do. With an international team of over 10,000 Colleagues and strong strategic growth on the horizon, we offer unrivalled career opportunities around the world. We are committed to provide our Colleagues at all levels with opportunities to grow and develop within the organisation through personalised development plans and tailored succession planning. We invest in our communities to sustain the environment where we operate and minimising our own footprint. Whether it is through animal conservation, education or tree-planting, we like to give back in as many ways as we can to help our communities flourish.
About the Role
The Director, CRM will be responsible for leading Kerzner International’s CRM strategy, data management, and personalization initiatives to enhance guest engagement across our luxury brands. The ideal candidate will have deep technical knowledge of CRM systems, strong data modelling and integration experience, and the ability to drive targeted marketing efforts through segmentation and automation.
This is a high-impact role that bridges marketing, technology, and operations, ensuring that our CRM and data infrastructure supports a seamless, personalized, and revenue-driving guest journey.
Key Duties and Responsibilities
- Develop and execute a global CRM roadmap to enhance guest engagement, retention, and lifetime value.
- Leverage Salesforce Marketing Cloud, Sales Cloud, and CDP (Tealium) to drive marketing automation, segmentation, and personalized campaigns.
- Define customer journey mapping strategies across all Kerzner brands to enhance guest interactions.
- Lead data integration efforts across platforms such as Opera (PMS), Saga (Loyalty), Snowflake (Data Warehouse), Pardot (Marketing Automation) and Tealium (CDP) to create a 360° guest view.
- Work closely with IT, Data and Digital teams to ensure CRM systems are optimized, scalable, and secure.
- Manage data governance, compliance (GDPR, CCPA), and security protocols for guest data.
- Utilize Snowflake, BigQuery and Power BI to analyze customer data and identify behavioral trends, revenue opportunities, and segmentation strategies.
- Implement predictive analytics to anticipate guest needs and optimize personalized marketing efforts.
- Define and monitor key performance indicators (KPIs) related to CRM effectiveness (e.g., CLV, retention, repeat bookings, open/click-through rates).
- Create hyper-personalized guest experiences across email, and in-resort touchpoints.
- Develop loyalty-based segmentation strategies that align with Kerzner’s luxury guest expectations.
- Partner with Brand Marketing and Digital teams to deliver data-driven personalization at scale.
- Work closely with Marketing, Sales, Operations, and IT teams to align CRM initiatives with commercial objectives.
- Lead CRM training and adoption across various business units (e.g. Resorts and Global Office) to ensure effective usage.
- Collaborate with vendors and partners for CRM enhancements and integrations.
- If applicable, manage and mentor a team of CRM specialists and analysts.
- Advocate for a data-driven culture across the organization.
Skills, Experience and Educational Requirements
- 5+ years of hands-on experience with Salesforce (Marketing Cloud, Sales Cloud, Pardot) and marketing automation tools (CDPs).
- Data Architecture & Integration: Strong knowledge of Opera (PMS), Saga (Loyalty), Snowflake (DWH), and ETL processes.
- Analytics & Insights: Experience leveraging data visualization tools (Tableau, Power BI or Looker Studio) to track and optimize CRM performance.
- Customer Personalization: Proven ability to drive segmentation, automation, and lifecycle marketing strategies in a hospitality or luxury setting.
- Regulatory Compliance: Understanding of GDPR, CCPA, and data privacy regulations in a global hospitality context.
- Project Management: Experience leading CRM system implementations, migrations, and upgrades.
Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
