Corporate Director, Customer Relationship Management (CRM)- REMOTE OPTION

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Posted 11 days ago United States Salary undisclosed
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Job Description

Why us?

Sage Hospitality Group is looking for a Corporate Director, Customer Relationship Management to join our team.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We're not afraid to forge our own path. After all, it's what industry leaders do. That's why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do-it's really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Job Overview

The Director of CRM and Email Marketing is responsible for directing the overall operations and strategy of the CRM platform for Sage's Hotel portfolio. Primary object of this position to generate revenue and incremental revenue through CRM and email marketing responsibilities. The director will oversee all aspects of customer facing communications including transactional (including reservation confirmations, cancellations, modifications), triggered and promotional emails (property direct and portfolio). This position manages a comprehensive email marketing program in alignment with portfolio and property-specific goals and objectives to increase guest acquisition and engagement. The director is responsible for the portfolio's email acquisition strategy by developing and implementing go-to-market plans for email address capturing across digital and on-property touchpoints. The Director of CRM and Email Marketing collaborates with both CRM Agency and the internal Marketing and Digital team on the optimization of the digital customer journey and portfolio-wide strategy. The role is the CRM/email software platform owner and serves as the email vendor central point of contact. The individual is the subject matter expert on CRM/email marketing best practices and ensures adherence throughout the portfolio. The director ensures database/email hygiene, appends and deliverability and is a steward of CAN-SPAM, regulatory and GDPR compliance.


    -Identify the primary needs of the CRM System and help Sage's Executive Team select the correct provider to scale with.
    -Leads the development, execution and management of the CRM strategy
    -Oversees strategic planning and creation of CRM Campaigns in real time communication through multiple channels
    -Plans and owns email marketing strategy and portfolio calendar for B2C and B2B audiences within Sage's Hotel portfolio
    -Manage all customer facing digital ecommunications including transactional (confirmation, cancellation, modification, pre-arrival and post-trip, esurvey), promotional, editorial/newsletter and triggered emails
    -Facilitates formal email approval process and collects feedback from internal and external stakeholders
    -Implements A/B testing plan to continuously optimize and improve campaigns
    -Responsible for supplementary revenue generation email programs including cart abandonment, upgrade program behavioral targeting
    -Plans, configures and monitors automated email campaigns within email marketing platform
    -Build audiences within customer database with smart segmentation that align with overall strategy; leverages dynamic content whenever possible for customer personalization
    -Process ownership for email campaign planning, fulfillment and deployment; synchronizes efforts across CRM, Content, Creative, Marketing, eCommerce, and Revenue Management teams
    -Ensure email marketing aligns with current industry best practices; researches innovation and emerging trends in email marketing to continuously evolve Sage's email marketing program
    -Serves as email software subject matter expert and central point of contact for email software vendor; champions new and unused features within the tool to elevate platform usage
    -Provides reporting on a property and portfolio-wide level via monthly, quarterly, semi-annually and annual cadences
    -Develops, executes and sustains email address acquisition program; identifies unique acquisition opportunities and provides regular reporting on acquisition efforts
    -Monitors competitor CRM programs and proactively implements positive changes into current CRM Strategy
    -Administrative Responsibilities include:

      -CRM software contracting, configuration and implementation
      -Database management (reporting, health, compliance)
      -Image and digital asset organization and distribution
      -Scheduled and adhoc reporting and analysis
      -Shared drive organization and file management

    -Successful candidate will possess the following:

    • 3+ years of experience in an email marketing and/or CRM role (preferably within hospitality)

    • Associate's Degree or higher in business, marketing, communications, hospitality or related field

    • Experience with data analysis and reporting

    • Experience with an enterprise-level CRM/email marketing software provider a plus (Cendyn, Salesforce)

    • Superb organizational and prioritization skills

    • Excellent written and verbal communication skills

    • Unparalleled attention to detail; proofreading and editing skills required

    • Analytical mindset; ability to draw insights and make recommendations based on semi-complex datasets

    • Ability to work in a fast-paced environment with multiple priorities a must

    • Basic working knowledge of HTML and Photoshop

    • Ability to work and communicate cross-functionally with a myriad of teams and stakeholders from C-level to property level

    • Knowledge of hospitality and travel industry and marketing technology solutions a plus

    • Website analytics experience required (Google Analytics, Adobe Analytics, etc)

    • Proficient in MS Office and MS Excel

    • Diligent work habits and ability to meet deadlines

    • Self-motivated, creative, confident and energetic personality