Assistant CRM Manager

Sunset Hospitality Group is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more.

SHG operates over 79 venues and has a presence in 25 countries with a commitment to deliver authentic & diverse hospitality experiences that bring people together, all around the world.

We are currently seeking a talented Assistant CRM Manager to join our dynamic team. This role will focus on both technical development and strategic execution. You will work on marketing automation solutions, leveraging Marketing Cloud functionality for campaign orchestration, audience segmentation, and flow building. In addition, you will be responsible for ensuring these efforts contribute to revenue growth by aligning marketing solutions with sales objectives. This includes overseeing the maintenance and monitoring of automated jobs, as well as identifying opportunities for optimization and enhancement.

Key Responsibilities:

1. Journey Creation & Automation: Design and implement customer journeys using Journey Builder, Automation Studio, and triggered sends (SMS, WhatsApp, email).
2. Tool Management & Optimization: Maintain and optimize Salesforce Marketing Cloud, ensuring it runs smoothly and meets our business goals. Run analysis to detect possible issues and fix them appropriately.
3. Best Practices: Lead the way with industry-standard marketing practices to maximize engagement and ROI.
4. Team Training: Empower the team by conducting workshops and hands-on training sessions to get everyone up to speed with Marketing Cloud.
5. Reporting & Insights: Monitor campaign performance and share actionable insights to drive decision-making.
6. Budget Management: Monitor and manage Super Messages consumption, keeping campaigns cost-effective. Generate weekly and monthly consumption reports for internal tracking.
7. Performance Analysis: Regularly analyze the effectiveness of journeys and campaigns, providing actionable insights. Conduct A/B testing to refine strategies and improve engagement.
8. Manage client and team expectations throughout delivery; flag risks and issue escalations related to the campaigns.

Ideal Candidate:

1. Must have at least 3 years of experience in CRM, with strong working knowledge in Salesforce CRM and its integration with Marketing Cloud; experience in the hospitality or lifestyle retail industry will be ideal.
2. Marketing Cloud Expertise: Proficient in Journey Builder, Automation Studio, Mobile Studio (SMS/WhatsApp), and email marketing.
3. Experience in managing campaign budgets.
4. Highly meticulous attention to detail, ensuring campaigns run smoothly without a hitch.
5. Strong problem-solving and technical troubleshooting skills.