CRM Manager M/w

The Kulm Group is a collection of two iconic hotels in the Swiss Engadin Valley: Kulm hotel St. Morits and Grand Hotel Kronenhof Pontresia. Our purpose is to “be the global authority in shaping luxury mountrain travel” building on the living legacy of the two hotels going back to respectively 1856 and 1848.

We are now looking for an experienced CRM Manager as part of the group’s brand & commercial team to assist us in further elevating every interaction along the guest journey and inspire our organisation with impactful CRM initiatives. The team is based in St. Moritz, however the role is able to benefit from a hybrid working policy involving a combination of working remotely and select days in the office.

We create this new role to gain a better understanding on how we can optimise and utilise the guest data across the two hotels. Leveraging analytical models we want to better target our guests with relevant offers communicated at the right time, through the right channels. We want to optimise each interaction point in the guest journey.

With the set-up of a new group level leadership team, we are now at a point where we can optimise systems and processes across both hotels, this role will work closely with the operations, sales, marketing, brand and IT teams to create a strong CRM framework and strategy. This role reports into the Group Brand & Marketing Director for Kulm Group.

**Responsibilities will include, yet are not limited to**:

- Take full ownership of the Kulm Group CRM Strategy
- Building, executing and developing all tactical communications to the databases
- Execute upon the 360 brand and marketing campaigns by segmenting, testing and evaluating ongoing tactical messages
- Continuously drive improvement by setting smart CRM goals and KPI’s always focusing on ROI
- Stay close to latest technology, systems, industry standards and best practices to drive efficiencies and drive revenue growth.
- Work on centralised data models ensuring all guest information is accurate and can be used to drive impactful campaigns and messaging.
- Drive data collection across the entire organisation, work closely with the front of house teams, IT, marketing and Human Resources to set up the training, best practices and rules around data.
- In collaboration with the web and revenue team drive incremental revenue along the booking journey including for example abandon cart or upsell inclusions.
- Look at a fully integrated system approach leading to a seamless booking journey across the hotel, restaurants, bar and lounges and the hotel spas.
- Create monthly CRM reports demonstrating strong ROI to all key stakeholders.
- Drive data acquisition with a focus on newsletter subscriptioin along the guest journey creating a wider network to focus on inspiration and conversation and also advocacy post-stay.
- Work with agencies and other partners making sure timelines are respected and campaigns are delivered on time.
- Continuously explore new CRM opportunities in existing and new markets across B2C and B2B channels.

**Requirements**:

- Experience with campaign management tools and marketing automation
- Experience in developing segmentation models and guest profiling, especially in luxury allowing the creation of VIP levels leading to more meaningful guest experiences.
- Knowledge of HTML, CSV and CMS systems
- A high professional standard of written and spoken English, ideally German and with Italian as an advantage
- Experience with hospitality CRM systems are considered an advantage, but not a requirement.

**Benefits**

At the Kulm Group, our people are the key to our success. That’s why we have a reputation for impeccable service. Our shared passion for high-end luxury, winter sports, haute cuisine and uncompromising service makes every stay unforgettable. When you work with us, we invest in you and provide you with the perfect platform to launch your career. All our team enjoy a wealth of amenities and perks, from comfortable accommodation and culinary delicacies, to our newly renovated staff lounge and free access to on-site fitness rooms. For us, providing the best employee experience is what sets our hospitality apart.
- Competitive salary
- We continually strive to find new ways to reward our teams, providing development opportunities, access to facilities and generous discounts throughout the year.
- We offer discounted stays to family and friends at the Grand Hotel Kronenhof or Kulm Hotel for the special rate of CHF 150 or CHF 200 a night including breakfast in a single or a double room.
- Parents and partners receive 20% off on meals and drinks at Chesa al Parc, Kulm Country Club, The Pizzeria in St. Moritz or Le Pavillion in Pontresina.
- 40% off on spa treatments, coiffeur and private purchase of goods and services.
- Free use of the tennis courts at Kulm Hotel St Moritz.
- Discounts on tennis and golf lessons.
- Free use of the golf course with a licence or driving range.
- Day ski pass f