Director of Customer Growth

Company Description

Martinhal Family Hotels & Resorts is a luxury hospitality brand that combines high-end design with a family-friendly experience and genuine service. Founded with the opening of Martinhal Sagres Beach Family Resort in 2010, the collection has expanded to Quinta do Lago, Lisbon Chiado, and Lisbon Oriente. The newest project, Martinhal Residences, offers luxury branded residences in Lisbon Oriente. Team members join a collaborative, international environment where people are treated as valued members of a close-knit community. Working at Martinhal provides the opportunity to build long-term relationships with colleagues who share strong values and a passion for hospitality. Role Description The Director of Customer Growth is a full-time, remote role responsible for driving customer acquisition, retention, and lifetime value across Martinhal’s resorts and residences. This position leads the development and execution of customer growth strategies, including sales initiatives, targeted marketing campaigns, and loyalty programs. Day-to-day tasks include analyzing customer data and performance metrics, identifying growth opportunities, and collaborating with sales, marketing, revenue management, and operations teams to optimize customer journeys. The Director oversees key projects related to customer segmentation, personalized communications, and upsell/cross-sell initiatives, ensuring a consistent brand experience across all digital and offline touchpoints. This role also involves setting measurable growth goals, managing budgets, and reporting on results to senior leadership.

Qualifications

Strong analytical skills, including data interpretation, customer segmentation, and performance measurement. Proven experience in sales and business development, with a track record of driving revenue and customer growth. Project management skills to lead cross-functional initiatives from planning through execution and optimization. Marketing expertise in customer lifecycle marketing, digital campaigns, and loyalty or CRM programs. Experience in hospitality, travel, or luxury brands is highly beneficial. Ability to work effectively in a remote, international environment and collaborate across cultures and time zones. Excellent communication, negotiation, and stakeholder management skills. Bachelor’s degree in Business, Marketing, Hospitality Management, or a related field; advanced degree is an advantage. Comfort with CRM tools, marketing automation platforms, and data analytics or BI tools. Strategic mindset combined with a hands-on approach to testing, learning, and continuous improvement.