Customer Journey and CRM Manager (Maternity Cover)
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AI Summary
Who We Are:
Extraordinary places, passionate people, and shared learning experiences: this is Aethos. We believe that traveling and hospitality should leave a lasting positive impact on the mind, body, and soul. That's the reason why we choose our locations very carefully and work together with people who want to be part of a community instead of just ” having a job”. Everyone who works at Aethos can make a personal impact on the community and company - great ideas can come from anywhere.
We are a young and dynamic hospitality company that understands the value of time with friends and loved ones. We make a conscious choice towards sustainability and well-being, and the luxury of time and space. We stand for freedom from the stresses and anxieties of modern life. We want to be the first choice for anyone who seeks respite and refuge from the boring, the stressful, and the unsustainable. That‘s why we define hospitality differently: while all of our decisions should be made with the community and needs of our guests in mind, we always thrive to create a community that we want to be part of and that improves the world around us. We invite you to be part of our story.
Role Overview:
We are looking for a Customer Journey & CRM Manager (Maternity Cover) to lead the execution and optimisation of Aethos’ guest communication strategy across our portfolio of hotels and clubs.
This role is responsible for managing the end-to-end guest communication journey, ensuring guests receive timely, relevant, and brand-aligned communications throughout their lifecycle, from pre-arrival through post-stay engagement.
The ideal candidate combines strong CRM and lifecycle marketing expertise with excellent copywriting and creative skills. They will be responsible for creating and managing brand-level newsletters, overseeing automated guest communications, ensuring data quality and segmentation standards, and working closely with local hotel teams to maintain consistency across all guest-facing communications.
Experience within hospitality is considered a strong advantage.
This is a maternity cover position with an initial fixed-term contract. Given Aethos’ continued growth, there may be an opportunity for the role to be extended beyond the maternity cover period, subject to business needs and performance.
\nReports to: Group Director of Brand Marketing
Direct Reports: NA
Key collaborators: Brand Marketing Team, Corporate Operational Team, Revenue Management & Commercial team, GMs & Local Marketing teams, Local FO and Reservation Managers, CRM & MarTech partners
CRM & Guest Journey Management
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Manage and optimise guest communication journeys across the portfolio.
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Oversee lifecycle automations and guest communication workflows.
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Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective.
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Monitor guest journey performance and continuously identify opportunities for improvement.
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Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly.
Newsletter & Content Ownership
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Own the creation and execution of all brand-level newsletters.
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Write compelling and engaging copy for CRM communications.
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Create newsletter layouts and supporting creative assets using approved brand templates and tools.
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Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency.
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Manage editorial calendars and campaign scheduling.
CRM Governance & Local Team Support
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Oversee CRM activity across all properties.
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Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines.
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Support hotel teams with campaign planning, audience targeting, and CRM execution.
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Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership).
Reporting & Performance Analysis
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Produce monthly CRM performance reports for the portfolio.
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Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution.
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Analyse campaign performance and provide actionable recommendations.
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Ensure reporting standards are consistent across all properties.
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Maintain high standards of database health and data quality.
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3–5+ years of experience in CRM, lifecycle marketing, email marketing, or customer journey management.
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Strong English copywriting and content creation skills.
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Any additional language from our core markets (Italian, Spanish, Portuguese, or German) is considered a plus.
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Comfortable creating newsletter layouts and basic creative assets.
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Hands-on experience with CRM, email marketing, and marketing automation platforms.
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Strong understanding of audience segmentation, automation workflows, customer journeys, and campaign management.
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Experience working with CRM integrations, data flows, and guest or customer databases.
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Analytical mindset with strong reporting and performance analysis capabilities.
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Excellent organisational, project management, and stakeholder management skills.
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Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
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Hospitality experience is considered an advantage.
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