Head of CRM, Customer Engagement & Intelligence

The Head of CRM, Customer Engagement & Intelligence will lead Belmond’s global approach to customer engagement. The role owns the strategy and operational excellence for CRM, clienteling, recognition, personalisation and customer intelligence.

The role will help Belmond better understand, recognise and grow the value of customers over time, while embedding a more customer-centric way of working across the organisation.

 MAIN DUTIES AND RESPONSIBILITIES:

CRM, Lifecycle Engagement and Journey Orchestration

• Evolve Belmond’s global CRM and lifecycle strategy to support the company’s business objectives.
• Drive Belmond’s customer data strategy from a business perspective, creating a single view of the customer and improving identity resolution in partnership with the data team.
• Design priority CRM journeys and campaigns using AI-driven clustering, segmentation, and automation,
• Improve how Belmond captures and uses customer data in CRM, focusing on data quality.

Clienteling

• Operationalize and scale Belmond’s clienteling program for high-value guests growing number and value of clienteling guest.
• Develop outreach models that support retention, advocacy, and repeat stays.
• Shape requirements and adoption for clienteling tools.

Customer Intelligence

• Define the intelligence needed to understand customer value, behaviour, preferences and opportunities.
• Establish a practical voice-of-the-customer insight loop to capture signals and operational pain points; co-own on-property feedback capture and action planning with Operations.
• Share actionable insight with Commercial, Marketing, Operations, and property teams to inform decisions and support prioritization of projects.

Recognition and Personalisation

• Define how Belmond recognises and treats customers differently based on value, context, preferences and relationship history.
• Embed recognition and personalisation moments across the customer journey, working closely with marketing, Customer Contact Organization and Operations.

Data and AI Experimentation

• Use data, analytics and AI capabilities to improve customer engagement outcomes.
• Establish a framework and process for continuous testing and measurement to improve performance.
• Pilot use cases such as propensity signals, and next-best-action.
• Partner with Data and AI teams while owning business adoption and measurable value in this area.

Leadership and Cross-Functional Delivery

• Align Digital, Commercial, Marketing, Operations, Contact Centre and properties around a more customer-centric way of working.
• Support strategic initiatives such as Source City, prioritising and scaling activity based on customer value, business impact and operational feasibility.
• Explore and implement any relevant LVMH partnership opportunities

Offre executive hospitality à vérifier avant publication.

Belmond

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