Responsibilities

• Maintaining a single, trusted guest profile across CRM, PMS, loyalty and digital platforms. The role ensures strong data quality by monitoring duplication, profile completeness and identity resolution across guest touchpoints. You will support the accurate capture of guest preferences, recognition details and consent records while ensuring data governance practices align with privacy regulations and brand standards.
• Analysing guest behaviour, stay patterns and lifetime relationship value to develop meaningful audience segments. A key part of the role is translating complex data into clear recommendations that can be easily understood and used by non-technical stakeholders.
• Analysing digital journeys to understand guest expectations and booking behaviour across brand websites and support initiatives that improve digital experiences.
• Helping establish reliable measurement frameworks across CRM, digital and marketing platforms. Ensuring data accuracy across systems and present insights in a way that supports informed decision-making across teams.
• Identifying high-value audiences and behavioural trends to support communication strategies and acquisition planning. The role will also enable the activation of CRM insights into media platforms in a privacy-safe manner and support campaign planning through data-driven projections and performance analysis.

Requirements

• Approximately 3 years’ experience in CRM, marketing analytics or customer insights, ideally within hospitality, travel, loyalty or other service-led environments
• Hands-on experience with CRM platforms and customer databases, with a strong understanding of guest data structures and segmentation
• Strong analytical and numerical skills, with experience working with large datasets and identifying meaningful patterns
• Experience developing automated dashboards and reporting frameworks to support data-driven decision-making
• Familiarity with digital analytics platforms (such as Google Analytics / GA4) and website performance analysis
• The ability to translate complex data into clear, actionable insights for marketing, digital and commercial teams
• Understanding of data governance, privacy and consent management principles

Nice to have

• Experience with Adobe Campaign would be an advantage
• Genuine interest in travel, loyalty and luxury sectors
• Strong Excel skills are essential (note: listed as a skill in requirements)

Benefits

• Enhanced employer pension contribution
• Private medical insurance
• Meal allowance
• Free access to gym and fitness classes
• Opportunities for professional development and training
• Discounted rates at any of our 5-star properties
• Learning and development opportunities