Ella Resorts is a unique collection of luxury eco-chic resorts in the wider Mediterranean region, with a portfolio consisting of 5 seaside lifestyle resorts in Rhodes, Corfu and Crete. Each property assimilates and is designed to highlight the unique characteristics of its host location within a carefully selected setting rich in Greek history, culture, and stunning landscapes. 

As we continue to expand our portfolio, we are seeking a talented individual to join our team as a CRM Manager.

The CRM Manager leads the implementation, optimization, and management of the newly developed Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. This role is pivotal in enhancing guest engagement, improving loyalty & retention strategies, and driving revenue growth by leveraging data-driven insights. The CRM Manager will be responsible for ensuring the seamless setup, organization, and ongoing management of CRM and CDP systems, working closely with preferred suppliers, internal departments, and operational teams across multiple resort destinations.

Responsibilities

CRM & Customer Data Platform Implementation

• Lead the setup, configuration, and deployment of CRM and CDP platforms in collaboration with preferred vendor.
• Define and document Standard Operating Procedures (SOPs) to ensure structured and effective CRM usage across all resorts.
• Ensure proper integration of the CRM system with other digital touchpoints (website, mobile app, booking engine, marketing automation tools, etc.).

Data Management & Optimization

• Oversee the collection, organization, and segmentation of guest data to enhance personalization and guest engagement.
• Maintain high standards of data accuracy, integrity, and compliance with GDPR and other regulatory requirements.
• Develop and maintain guest profiling and segmentation strategies to enhance targeted marketing and guest retention.

Guest Engagement & Retention Strategy

• Develop and execute a loyalty and retention strategy to increase repeat guests and lifetime value.
• Implement and manage automated email, SMS, and push notification campaigns, ensuring relevance and personalization.
• Collaborate with the Marketing, Sales, and Operations teams to enhance pre-arrival, on-property, and post-stay communications.

Cross-Departmental Collaboration

• Act as the liaison between marketing, operations, revenue management, and IT teams to ensure a unified guest data approach.
• Work closely with resort General Managers and operational teams to ensure seamless CRM adoption and execution at each property.
• Provide regular training and support to internal teams on CRM best practices and usage.

Performance Analysis & Optimization

• Define and monitor KPIs related to guest engagement, retention, and revenue contribution from CRM initiatives.
• Utilize data analytics and reporting tools to assess the effectiveness of CRM campaigns and provide actionable insights.
• Continuously optimize workflows, automations, and strategies to improve guest satisfaction and commercial performance.

• Bachelor’s or Master’s degree in Marketing, Business, Hospitality Management, Data Analytics, or a related field.
• 5+ years of experience in CRM management within the hospitality, travel, luxury retail, or similar customer-centric service industries.
• Proven experience in implementing and managing CRM platforms (in the hospitality or similar industries, as mentioned above).
• Strong understanding of customer segmentation, data analytics, and marketing automation.
• Familiarity with GDPR and data privacy regulations.
• Experience in collaborating with cross-functional teams, agencies, and technology partners.
• Excellent project management skills with the ability to handle multiple initiatives simultaneously.
• Strong analytical mindset with a data-driven decision-making approach.
• Proficiency in English is required; knowledge of additional languages is a plus.
• Strategic thinking with a hands-on approach to execution.
• Highly organized and detail-oriented, capable of managing complex projects.
• Strong communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
• Problem-solver who proactively identifies opportunities for improvement.
• Passionate about customer experience and digital transformation in hospitality.

• Competitive remuneration package & benefits 
• Career advancement in a fast-growing organization 
• Continuous learning & development within a transparent & inclusive working environment 
• Collaborative working environment 

Ella Resorts are dedicated to providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.

Join us today to build our future together.

All applications will be acknowledged and treated as strictly confidential.