Kempinski, a hospitality organization anchored in a legacy of elegance with iconic hotels and resorts across more than 30 countries, is hiring a CRM Manager in Dubai to oversee scalable global CRM infrastructure, design automated guest lifecycle journeys, and drive targeted loyalty marketing strategies.
About the Company — Kempinski’s Legacy of Luxury
Brand Heritage: A legacy of elegance and pioneering spirit spanning grand palaces to contemporary design
Global Footprint: Properties in over 30 countries
Brand Philosophy: Impeccable service meets authentic local experiences
Alliance Membership: Part of the Global Hotel Alliance partner network
Culture: Empowering employees as artisans of hospitality
 Career Impact & CRM Leadership Opportunity
Strategic Location: Dubai — a global hospitality hub within Kempinski’s international network
Technical Ownership: Own CRM infrastructure, data governance, and guest lifecycle communication strategy
Cross-Functional Collaboration: Work with Legal, hotel operations, creative agencies, and technical suppliers
Career Growth: Talent development and career progression across a global 30+ country network
Position Overview
As CRM Manager, you will oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure, design automated guest lifecycle communication journeys from pre-arrival welcomes to post-stay engagement, and manage highly targeted, lifecycle-driven CRM marketing strategies focused on customer segments and behavioral triggers.
 Why This Role Matters: As CRM Manager at Kempinski, you oversee a scalable global CRM technology infrastructure supporting guest communications across the entire portfolio, design automated guest lifecycle journeys from pre-arrival welcomes to post-stay loyalty retention, manage strict data privacy and GDPR compliance protocols in close cooperation with the Legal team, establish advanced customer segmentation frameworks and personalized, multi-channel communication pathways, harmonize complex data points across channels into a unified customer profile ecosystem, and track key performance metrics including open rates, CTR, and guest engagement to deliver actionable insights to the executive team.
Key Responsibilities
Infrastructure & Lifecycle Strategy
- Oversee and support the implementation of a scalable, best-in-class global CRM technology infrastructure
- Design and implement automated guest lifecycle communication journeys, from pre-arrival to post-stay engagement
Campaign Strategy & Data Governance
- Manage highly targeted, lifecycle-driven CRM marketing strategies focused on customer segments and behavioral triggers
- Manage strict consent protocols and global data privacy standards, including GDPR compliance, with Legal
Content, Segmentation & Personalization
- Manage the departmental editorial calendar for timely deployment of marketing content across all channels
- Establish frameworks for advanced customer segmentation and personalized, multi-channel communication pathways
Data Quality, Analytics & Platform Optimization
- Map complex data points across channels into a unified customer profile ecosystem
- Implement automated business rules for profile deduplication, data enrichment, and quality monitoring
- Track and report on key performance metrics, providing actionable insights to the executive team
Qualifications & Requirements
Educational Requirements
- Bachelor’s degree in Marketing, Communications, or a related field
Experience Requirements
- Minimum 5 years of experience in multi-channel CRM, database management, or lifecycle marketing across the entire customer journey, preferably within luxury hospitality or premium retail
Essential Skills
- High proficiency in major CRM/ESP platforms, multi-channel messaging platforms, and data architecture mapping
- Working knowledge of HTML/CSS for digital communications and Google Workspace
- Strong ability to interpret complex datasets, manage profile hygiene/deduplication, and perform A/B testing
- Outstanding written and verbal communication skills in English with high attention to detail
- Exceptional multi-tasking capabilities managing high-volume global campaign schedules
- Composed under pressure, handling confidential guest data with the highest level of discretion
About Kempinski Hotels
At Kempinski, we don’t just offer stays; we curate moments. As a hospitality organization anchored in a legacy of elegance and a pioneering spirit, Kempinski has grown into a collection of iconic hotels and resorts around the world, each a landmark in its own right. From grand palaces steeped in history to contemporary masterpieces of design, Kempinski is where impeccable service meets authentic local experiences, offering talent development and career progression across a global network spanning more than 30 countries.
Career Excellence: Lead CRM strategy and guest lifecycle marketing for an iconic luxury hospitality brand with a global footprint spanning 30+ countries.
Who Should Apply?
- CRM & Lifecycle Marketing Managers:Â With 5+ years of experience, ideally in luxury hospitality or premium retail
- Data Privacy & GDPR Specialists:Â Comfortable managing consent protocols and global compliance standards
- Customer Segmentation Experts:Â Skilled in building personalized, multi-channel communication frameworks
- CRM Platform Power Users:Â Experienced with major CRM/ESP platforms and data architecture mapping
- Analytics-Driven Marketers:Â Comfortable tracking KPIs and delivering executive-level insights
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