CRM & Loyalty Manager

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Grecotel Hotels & Resorts, the leading hotel chain in Greece, is hiring a CRM & Loyalty Manager to own the guest relationship lifecycle across our portfolio of hotels and resorts. This role manages our Salesforce environment—with a strong focus on Marketing Cloud—and leads the "Privilege" loyalty program, driving guest engagement, retention, and repeat bookings through data-driven campaigns and a rewarding member experience. At Grecotel, we believe that our people are the cornerstone of our success. We are committed to creating a supportive and inspiring work environment, offering opportunities for personal and professional growth. By joining our team, you will be part of a renowned hospitality brand that is dedicated to delivering luxury accommodations and unforgettable experiences across Greece's most stunning destinations.

Responsibilities

CRM & Salesforce Marketing Cloud

• Own and administer Salesforce Marketing Cloud, building and executing newsletter and email campaigns end to end.
• Design, build, and manage audiences and segmentation using data extensions, filters, and SQL queries.
• Develop automated customer journeys (welcome, pre-stay, in-stay, post-stay, win-back) via Journey Builder and Automation Studio.
• Create responsive email templates and content in Content Builder, ensuring brand consistency across properties.
• Maintain data hygiene, subscriber management, and compliance with GDPR and consent requirements.
• Monitor deliverability, A/B test campaigns, and report on open, click, conversion, and revenue metrics.

Privilege Loyalty Program

• Manage the day-to-day operation and strategic development of the "Privilege" loyalty program.
• Define and optimize membership tiers, benefits, earning/redemption rules, and member communications.
• Grow enrollment, engagement, and active membership through targeted CRM campaigns.
• Analyze member behavior and program performance, recommending enhancements to increase lifetime value.
• Coordinate with property teams to ensure consistent delivery of member benefits on the ground.

Analytics & Strategy

• Build dashboards and reports on CRM and loyalty KPIs for management.
• Segment the guest database to personalize offers and increase repeat bookings.
• Collaborate with Marketing, Reservations, Revenue, and Front Office teams to align on guest data and campaigns.

• 3+ years of experience in CRM, email marketing, or loyalty management, ideally in hospitality, travel, or retail.
• Hands-on experience with Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Content Builder); experience building audiences via Data Extensions and SQL.
• Proven experience managing or developing a loyalty/rewards program.
• Strong analytical skills and comfort working with guest data and reporting.
• Understanding of GDPR and email marketing best practices (deliverability, consent, segmentation).
• Excellent communication skills in Greek and English.
• Familiarity with HTML/CSS for email is a plus; Salesforce certifications (e.g., Marketing Cloud Email Specialist) are an advantage.

• Competitive salary package and additional benefits
• Career development within Greece's leading hospitality group
• Opportunities for internal mobility and long-term career growth
• Access to training and educational programs
• A dynamic and supportive working environment
• Employee discounts across Grecotel hotels and selected partner businesses
• A people-focused culture built on teamwork, respect and excellence