Belmond

Customer Success Manager

• Lead Belmond’s global approach to customer engagement
• Own CRM, clienteling, recognition, personalisation, and customer intelligence strategy and operational excellence
• Evolve global CRM and lifecycle strategy
• Drive customer data strategy, single customer view, and identity resolution with the data team
• Design CRM journeys and campaigns using AI-driven clustering, segmentation, and automation
• Improve customer data capture, usage, and quality in CRM
• Operationalize and scale the clienteling program for high-value guests
• Develop outreach models supporting retention, advocacy, and repeat stays
• Shape requirements and adoption for clienteling tools
• Define customer intelligence around value, behaviour, preferences, and opportunities
• Establish voice-of-the-customer insight loops and co-own feedback action planning with Operations
• Share actionable insights with Commercial, Marketing, Operations, and property teams
• Define recognition and differentiated customer treatment based on value, context, preferences, and relationship history
• Embed recognition and personalisation across the customer journey
• Use data, analytics, and AI to improve engagement outcomes
• Establish continuous testing and measurement processes
• Pilot propensity signals and next-best-action use cases
• Partner with Data and AI teams while owning business adoption and measurable value
• Align Digital, Commercial, Marketing, Operations, Contact Centre, and properties around customer-centric working
• Support initiatives such as Source City and scale activity based on customer value, business impact, and operational feasibility
• Explore and implement relevant LVMH partnership opportunities

Head of CRM – Customer Engagement, Intelligence