Join our dynamic corporate team and become part of Aman Group. With offices strategically located around the world (Zug, London, Dubai, Singapore, Bangkok, Miami and New York), our corporate colleagues are at the forefront of driving innovation and excellence for our ultra-luxury brand.
Role
The CRM Coordinator, based in the Dubai Corporate Office, supporting the planning, execution and optimisation of CRM activity across the Aman Group. Reporting to the CRM Manager, this role is responsible for the day-to-day delivery of email campaigns, customer journeys, audience segmentation and CRM operations that enhance guest engagement, loyalty and revenue.
Responsibilities
- Support the CRM Manager in delivering the global CRM strategy, campaign calendar, and customer engagement roadmap.
- Partner with the Content Marketing team to translate CRM briefs into creative briefs, ensuring alignment with brand standards.
- Build, manage, and optimise email templates within the CRM platform, ensuring responsive design and accessibility across devices.
- Execute audience segmentation, personalisation, and dynamic content strategies to enhance campaign relevance and performance.
- Conduct thorough campaign testing, quality assurance, and proofing processes prior to deployment.
- Monitor, analyse, and report on campaign performance metrics, including open rates, click-through rates, conversions, engagement, and KPIs.
- Support the implementation and maintenance of automated customer journeys across acquisition, onboarding, pre-arrival, post-stay, retention, and loyalty programmes.
- Manage guest communications throughout the customer lifecycle, ensuring messaging is timely, relevant, personalised, and aligned with business objectives.
- Maintain audience data, customer preferences, suppression lists, and overall CRM data quality, while supporting VIP guest communications and recognition programmes.
- Assist with CRM platform administration, workflow management, troubleshooting, testing, optimisation initiatives, and the rollout of new CRM capabilities, automation, and templates, ensuring compliance with GDPR and internal data governance standards.
Requirements
- 2–4 years' experience in CRM, email marketing or marketing automation, ideally within luxury hospitality, travel or a premium consumer brand
- Hands-on experience with CRM and marketing automation platforms such as Braze, Salesforce Marketing Cloud or similar, including campaign deployment, audience segmentation and customer journey execution
- Strong organisational skills with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment
- Comfortable working with campaign data and performance reporting, with an analytical mindset and a commitment to continuous improvement
- Good understanding of CRM best practice, customer lifecycle marketing and personalisation
- A curious, pragmatic mindset with a genuine passion for innovation, experimentation and emerging CRM capabilities including AI
- Experience in luxury goods, hospitality or a multicultural global environment is strongly preferred
- Fluency in English is essential; additional languages are an advantage
Benefits
At Aman Group, we believe our colleagues are at the core of our success. We offer competitive benefits, including exciting global career opportunities within a rapidly expanding company. We prioritize and support your professional journey, ensuring you feel valued, included, and at home.
If you are passionate about attracting exceptional talent and creating a positive experience for every candidate, we invite you to apply to join us on our journey.
Skills Required
- 2-4 years experience in CRM, email marketing or marketing automation
- Hands-on experience with CRM/marketing automation platforms such as Braze or Salesforce Marketing Cloud (campaign deployment, segmentation, journey execution)
- Experience building and optimising responsive email templates and ensuring accessibility across devices
- Strong organisational skills with excellent attention to detail and ability to manage multiple priorities
- Comfortable working with campaign data and performance reporting; analytical mindset
- Good understanding of CRM best practices, customer lifecycle marketing and personalisation
- Knowledge of GDPR and internal data governance standards (ensuring compliance)
- Curiosity about innovation, experimentation and emerging CRM capabilities including AI
- Experience in luxury goods, hospitality or a multicultural global environment
- Fluency in English (additional languages advantageous)
What We Do
t Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of: Investing in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms. Nurturing pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures. Acting like owners – taking the charge, leading by example and an immense sense of pride in their work. Celebrating communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner
