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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in CRM strategy, customer engagement, and data-driven personalization, with a strong focus on operational excellence and cross-functional leadership in the luxury and hospitality sectors.
Highest-signal resume keywords
CRM StrategyCustomer EngagementAI-Driven PersonalizationClienteling Program DevelopmentCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Lifecycle EngagementA/B TestingData StrategyCustomer Data QualitySegmentationAutomationCustomer IntelligenceCampaign DesignRecognition StrategyOperational Excellence
Soft Skills
Strategic ThinkingCollaborationCommunicationLeadershipInsight Sharing
Tools & Technologies
CRM ToolsData AnalyticsAI TechnologiesClienteling ToolsDigital Marketing Platforms
Industry Keywords
Luxury HospitalityCustomer RetentionCustomer AdvocacyPersonalizationCustomer Journey
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Strategic paid media or e-commerce background (luxury/hospitality experience preferred)
- Deep expertise in CRM, lifecycle engagement, A/B testing, and optimization
- Fluency with AI, data strategy, and AI-driven personalization/campaigns
- Proven ability to scale clienteling for high-value guests and embed recognition across journeys
- Cross-functional leadership across digital, commercial, marketing, and operations
Benefits
Comp & perks- Complimentary and preferred rate experiences at our iconic destinations
- Private medical insurance and dental plans
- Group pension plan
- 25 days of annual leave (excludes UK bank holidays)
- Lifestyle and employee assistance programs
- Onsite gym facilities
- Ongoing development and opportunities to learn and grow