Loyalty & Marketing Automation Manager
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What you'll do
- Support the day-to-day operation and continuous improvement of our CRM, loyalty and marketing automation platforms.
- Configure or coordinate the set-up of campaigns, customer journeys, business rules, audiences and platform content.
- Translate business and campaign requirements into clear functional requirements, user stories or configuration briefs.
- Perform functional administration and business configuration within agreed access and governance boundaries.
- Coordinate more complex enhancements and technical changes with Salesforce administrators, architects, developers and implementation partners.
- Manage the end-to-end operational delivery of email, loyalty and customer lifecycle campaigns.
- Work with stakeholders to define campaign objectives, audiences, eligibility rules, content requirements, timelines and measurement plans.
- Set up or coordinate customer journeys, segmentation, campaign workflows and deployment schedules.
- Run pre-launch checks covering data, content, links, business rules, personalisation and customer experience.
- Monitor campaign and journey performance, identify operational issues and recommend improvements.
- Develop reusable templates, checklists and workflows that make campaign delivery faster and more reliable.
- Facilitate requirement-gathering and solution workshops with business and technology stakeholders.
What they're looking for
- Hands-on experience with CRM and marketing automation platforms
- Experience in operating and improving customer lifecycle programs
- Ability to translate business needs into functional requirements, user stories, or configuration briefs
- Experience in managing end-to-end operational delivery of email, loyalty, and customer lifecycle campaigns
- Experience in facilitating requirement-gathering and solution workshops
- Experience in coordinating UAT, documenting defects, and validating fixes
- Ability to act as a bridge between business stakeholders and technical teams
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Overview
Banyan Group is an independent, global hospitality company with purpose. We are proud of our pioneering spirit, design-led experiences and commitment to responsible stewardship. Our extensive portfolio spans across over 80 hotels and resorts, over 60 spas and galleries, and 14 branded residences in over 20 countries. Comprising 12 global brands, including the flagship brand Banyan Tree, each distinct yet united under the experiential membership programme withBanyan. The founding ethos of “Embracing the Environment, Empowering People” is embodied through the Banyan Global Foundation and Banyan Management Academy. Banyan Group is committed to remaining the leading advocate of sustainable travel, with a focus on regenerative tourism and innovative programmes that elevate the guest experience.
The Role
We are looking for a hands-on CRM and marketing automation professional to help operate and continuously improve the platforms and customer lifecycle supporting our global loyalty and marketing programme.
This role sits at the intersection of customer engagement, business operations and technology. You will work with Loyalty, Marketing, Digital Technology, Data, hotel teams and external partners to translate business needs into well-designed CRM solutions, campaigns and operational processes.
What you will do
CRM and marketing automation operations
Support the day-to-day operation and continuous improvement of our CRM, loyalty and marketing automation platforms.
Configure or coordinate the set-up of campaigns, customer journeys, business rules, audiences and platform content.
Translate business and campaign requirements into clear functional requirements, user stories or configuration briefs.
Perform functional administration and business configuration within agreed access and governance boundaries.
Coordinate more complex enhancements and technical changes with Salesforce administrators, architects, developers and implementation partners.
Campaign and customer journey delivery
Manage the end-to-end operational delivery of email, loyalty and customer lifecycle campaigns.
Work with stakeholders to define campaign objectives, audiences, eligibility rules, content requirements, timelines and measurement plans.
Set up or coordinate customer journeys, segmentation, campaign workflows and deployment schedules.
Run pre-launch checks covering data, content, links, business rules, personalisation and customer experience.
Monitor campaign and journey performance, identify operational issues and recommend improvements.
Develop reusable templates, checklists and workflows that make campaign delivery faster and more reliable.
Requirements, testing and release readiness
Facilitate requirement-gathering and solution workshops with business and technology stakeholders.
Assess incoming requests, clarify the business problem and help determine the appropriate solution or next step.
Prepare acceptance criteria, test scenarios and user acceptance testing plans.
Coordinate UAT, document defects, validate fixes and support release or go-live readiness.
Evaluate the impact of platform changes on customer journeys, data, processes and operational users.
Platform support and operational governance
Investigate CRM and campaign-related issues, coordinate resolution and provide clear status updates to stakeholders.
Help manage service requests, defects, enhancements, risks and dependencies across internal and external teams.
Support data quality, access, consent and campaign-governance controls in partnership with the relevant technology and data owners.
Maintain operating procedures, campaign calendars, decision logs and support documentation.
Identify recurring issues and opportunities to simplify, automate or strengthen operational processes.
Stakeholder and partner collaboration
Act as a bridge between Loyalty & Insights, Brand Marketing, Digital Technology, Performance BI, hotel operations and external partners.
Explain platform possibilities, constraints and trade-offs in clear business language.
Provide stakeholders with timely visibility of delivery progress, decisions, risks and dependencies.
Coordinate vendors or delivery partners on agreed work items and expected outcomes.
Company
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