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 Manager, based in our Dubai Corporate Office and reporting to the Director of Marketing, is responsible for coordinating, planning and executing strategies across data, infrastructure, business intelligence and campaign marketing to drive recognition, loyalty and revenue for the Aman brand globally.
This role oversees the CRM function for the Aman Group, combining technical expertise with creative sensibility to deliver impactful marketing and communications that engage, delight and retain guests, driving measurable revenue and return on investment.
Responsibilities
- Plan, coordinate and execute the brand’s email marketing strategy, aligning with cross-channel campaigns and audience targeting.
- Partner with Content Marketing to create CRM-focused briefs with tailored, on-brand messaging across the guest journey.
- Work with Brand to design and optimise email templates that meet visual standards and perform across devices.
- Drive engagement through segmentation, dynamic content and testing, using insights to continuously improve performance.
- Translate analytics and reporting into actionable CRM strategies, focusing on guest engagement and retention.
- Support Trade/B2B, PR and Property teams with targeted campaign execution across their audiences.
- Leverage CRM platforms and emerging technologies to enhance campaigns and drive revenue growth.
- Design and optimise lifecycle journeys (acquisition, onboarding, engagement, retention) using guest insights and behaviour.
- Elevate guest communications across key touchpoints, including pre-arrival, on-property and post-stay experiences.
- Lead guest engagement initiatives by enhancing data quality, enabling personalisation, documenting processes and aligning stakeholders across teams
Requirements
- Minimum 7 years of experience in CRM, lifecycle marketing or customer orchestration, ideally within luxury goods, hospitality or a similarly client-centric environment.
- Proven analytical skills with a strong command of KPIs, performance measurement, and customer lifetime value and retention modelling.
- Hands-on experience with CRM systems and marketing automation platforms such as Braze, Marketing Cloud or similar - with the ability to design, execute and evolve multi-channel programmes, client journeys and personalisation strategies across digital and physical touchpoints.
- A curious, pragmatic mindset with a genuine passion for innovation, experimentation and emerging CRM capabilities including AI.
- Strong cross-functional influencing skills - confident operating across multiple stakeholders and seniority levels in a global environment, and able to bring clarity and momentum to complex initiatives.
- A strong appreciation for brand, storytelling and guest experience, with the creative sensibility to uphold Aman's standards across all communications.
- Rigorous and well-organised, with the project management discipline and resilience to perform across multiple workstreams in a fast-moving, high-expectation environment.
- Experience in luxury goods, hospitality or a multicultural global environment is strongly preferred.
- Fluency in English is essential; any additional language is a plus.
Benefits
At Aman Group, we believe that our colleagues are at the core of our success. We offer competitive benefits including exciting international career opportunities in a company that is expanding rapidly. We prioritize and support your career journey, making you feel valued, included and at home.
If you thrive in an ultra-luxury environment and are passionate about ensuring flawless distribution systems and supporting seamless guest experiences, we invite you to apply to join us on our journey.
Skills Required
- Minimum 7 years of experience in CRM, lifecycle marketing or customer orchestration
- Proven analytical skills with strong command of KPIs, performance measurement, CLV and retention modelling
- Hands-on experience with CRM systems and marketing automation platforms such as Braze or Marketing Cloud
- Ability to design, execute and evolve multi-channel programs, client journeys and personalisation strategies
- Strong cross-functional influencing skills and experience working with senior stakeholders in a global environment
- Rigorous project management discipline, well-organised with capacity to manage multiple workstreams
- Fluency in English
- Curiosity and interest in innovation, experimentation and emerging CRM capabilities including AI
- Experience in luxury goods, hospitality or a multicultural global environment
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
