Senior CRM Manager – Loyalty & Customer Journey Architect for Global Hospitality Brand at brighthush

About the Opportunity

brighthush is a forward‑thinking hospitality powerhouse that blends world‑class service with cutting‑edge technology to create unforgettable guest experiences. With a portfolio of premium hotels across key European markets, we are on a mission to redefine loyalty—turning every stay into a lifelong relationship. We’re looking for a visionary CRM Manager – Loyalty & Customer Journeys to lead the design, execution, and continuous optimisation of our global member communications strategy.

As the heartbeat of our loyalty ecosystem, you will translate complex program mechanics into compelling, data‑driven journeys that spark engagement, drive retention, and maximise lifetime value. You’ll own the end‑to‑end lifecycle—from onboarding to win‑back—across email, push, and SMS channels, ensuring that every touchpoint feels personal, timely, and aligned with brighthush’s brand promise.

Key Responsibilities

• Journey Design & Automation – Build and refine automated loyalty lifecycle journeys on Salesforce Marketing Cloud, covering onboarding, tier progression, engagement, retention, and win‑back.
• Channel Execution – Lead the execution of member communications across email, push, and SMS, guaranteeing that messaging is on‑time, personal, and brand‑consistent.
• Performance Optimization – Design and run A/B and multivariate tests to improve open rates, click‑through rates, and conversion across all journeys.
• Program Activation – Partner with the Loyalty Program Operations Manager to activate program rules, tiers, rewards, and promotions through effective CRM workflows.
• Analytics & Reporting – Establish and monitor key CRM metrics, analyse engagement, conversion, churn, and behavioural trends, and translate insights into actionable recommendations.
• Platform Stewardship – Serve as the primary owner and subject‑matter expert for Salesforce Marketing Cloud, ensuring data hygiene, technical best practices, and platform scalability.
• Cross‑Functional Collaboration – Work closely with Marketing, Revenue Management, and Partnerships to support co‑branded promotions, local experiences, and targeted member offers.
• Strategic Growth – Contribute to the evolution and scalability of the loyalty program as it expands globally, ensuring that the CRM architecture can support new markets and initiatives.
• Stakeholder Communication – Develop regular and ad‑hoc reports and dashboards for senior leadership, translating campaign data into clear insights and recommendations.

Essential Qualifications

• 5+ years of experience in CRM, loyalty, or lifecycle marketing, preferably within hospitality, travel, retail, or consumer‑facing industries.
• Hands‑on expertise with Salesforce Marketing Cloud (SFMC) – from journey builder to email studio and data extensions.
• Deep understanding of customer journey design, segmentation, and marketing automation principles.
• Proficiency in building performance dashboards using Tableau, Power BI, or Salesforce Analytics to track CRM‑attributed revenue and CLV.
• Strong knowledge of GDPR and PECR regulations, ensuring all marketing activities are compliant and customer‑centric.
• Excellent communication skills – able to translate technical and data‑driven concepts into clear, actionable insights for non‑technical stakeholders.
• Fluency in English; additional European languages are a plus.
• High energy, no‑ego mentality, and a “can‑do” attitude that thrives in a fast‑paced, collaborative environment.
• Willingness to travel interstate and overseas as required.

Preferred Qualifications

• Experience with SQL or HTML/AMPscript for advanced Salesforce customization.
• Background in hospitality loyalty programs, with a proven track record of driving member engagement and revenue growth.
• Familiarity with other marketing automation platforms (e.g., HubSpot, Marketo) and data integration tools.
• Experience managing cross‑functional teams or projects in a global setting.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Strong analytical skills and a passion for turning numbers into stories.
• Project management expertise – juggling multiple campaigns, deadlines, and stakeholder expectations.
• Creative problem‑solving and a knack for innovation in member communications.
• Adaptability – thriving in a dynamic environment where priorities shift quickly.
• Collaboration – building strong relationships across Marketing, Revenue, Partnerships, and Operations.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as important as the guests we serve. We offer:

• Structured learning paths in CRM, data analytics, and hospitality strategy.
• Mentorship from senior leaders in Marketing, Revenue, and Partnerships.
• Access to industry conferences, webinars, and certification programs (e.g., Salesforce Certified Marketing Cloud Administrator).
• Opportunities to lead cross‑functional initiatives that shape the future of our loyalty program.
• Clear career ladders – from Senior CRM Manager to Director of Loyalty & Customer Experience.

Work Environment & Culture

brighthush values creativity, collaboration, and a relentless focus on guest delight. Our culture is built on:

• Inclusive teamwork that encourages diverse perspectives.
• Transparent communication and open feedback loops.
• A flexible work model that supports both in‑office collaboration and remote productivity.
• Regular team events, hackathons, and innovation challenges.
• A commitment to sustainability and social responsibility across all operations.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition, you’ll enjoy:

• Comprehensive health and wellness benefits.
• Travel allowance for commuting beyond 10 km.
• Generous paid time off and flexible holiday policies.
• Employee discounts on stays across our global hotel portfolio.
• Access to discounted products and services (e.g., e‑bikes, electronics) through our partnership programs.
• Participation in a global employee discount network.
• Unique experiences such as overnight stays with curated dinner and breakfast packages.
• Opportunities for professional development and career advancement.

How to Apply

Ready to shape the future of loyalty at brighthush? Submit your resume and a cover letter that showcases your passion for data‑driven customer journeys and your vision for elevating member experiences. We’re excited to hear how you can help us create meaningful connections that last a lifetime.

Applications can be submitted through our online portal. For any questions, please contact our recruitment team at [email protected].

Join Us for a Coffee Soon?

Let’s explore how your expertise can drive the next wave of loyalty innovation at brighthush. We look forward to receiving your application and discovering the impact you can make.

Location Options: Amsterdam or Berlin – choose the city that best aligns with your lifestyle and career goals.

We celebrate diversity and encourage applicants from all backgrounds to apply. brighthush is an equal‑opportunity employer.