CRM Manager – Loyalty and Customer Journeys

Leonardo Royal Hotel Den Haag Promenade

. Design, build, and continuously optimise automated loyalty lifecycle journeys on Salesforce Marketing Cloud .

Posted 10/19/2026full-timeRemote • Netherlands, GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and optimizing automated loyalty lifecycle journeys using Salesforce Marketing Cloud, with a strong focus on CRM performance metrics and customer journey design. Proficient in data analysis and reporting to drive insights and recommendations for loyalty programs.

Highest-signal resume keywords

Salesforce Marketing CloudCRM Performance MetricsCustomer Journey DesignA/B TestingGDPR Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM MarketingLifecycle MarketingData AnalysisSegmentationSQLHTMLAMPscriptPerformance DashboardsMarketing AutomationCustomer Lifetime Value

Soft Skills

Confident CommunicationCollaborationProblem-SolvingHigh EnergyCan-Do Attitude

Tools & Technologies

TableauPower BISalesforce

Industry Keywords

HospitalityTravelRetailConsumer-Facing BusinessPECR Regulations

Tech Stack

Tools & technologies

CloudSQLTableau

About the role

Key responsibilities & impact

Design, build, and continuously optimise automated loyalty lifecycle journeys on Salesforce Marketing Cloud
Own member communications across email, push, and SMS channels
Design and execute A/B and multivariate testing
Partner with the Loyalty Program Operations Manager to activate program rules, tiers, rewards, and promotions
Establish and monitor CRM performance metrics
Analyse engagement, conversion, churn, and behavioural trends
Act as primary platform owner and subject-matter expert for CRM and marketing automation tools
Ensure data hygiene and technical best practice
Collaborate with Marketing, Revenue Management, and Partnership teams on co-branded promotions, local experiences, and targeted member offers
Develop regular and ad-hoc reports and dashboards for stakeholders
Translate campaign data into insights and recommendations
Contribute to the evolution and scalability of the global loyalty program

Requirements

What you’ll need

Proven experience (5+ years) in CRM, loyalty, or lifecycle marketing roles, preferably within hospitality, travel, retail, or consumer-facing businesses
Hands-on experience using Salesforce Marketing Cloud is mandatory
Strong understanding of customer journey design, segmentation, and marketing automation
Ability to build and maintain performance dashboards (e.g., in Tableau, Power BI, or Salesforce) to track and report on CRM-attributed revenue and CLV (Customer Lifetime Value)
Sound knowledge of GDPR and PECR regulations
Confident communication skills, including explaining technical or data-led concepts clearly to non-technical stakeholders
Knowledge of SQL or HTML/AMPscript for advanced Salesforce customization is desirable
Proficiency in English; additional European languages are a plus
High energy, no-ego mentality and a ‘can do’ attitude
Some interstate and overseas travel is required

Benefits

Comp & perks

Travel allowance from 10 km commuting distance
A dynamic and varied role within a growing hotel chain
An enthusiastic and involved team with room for personal initiative
Opportunities for personal and professional development
Competitive salary and good secondary benefits
Discounts on stays within our hotel chain
Access to training through development programs
Opportunities for personal growth and career development
Access to purchase discounted products such as an e-bike or phone with an average tax benefit of 40% through FiscFree
Access to a global employee discount program
A unique experience including an overnight stay with dinner and breakfast during your “Know Where You Work” moment