CRM & Loyalty Manager

About the role

Grecotel Hotels & Resorts is seeking a CRM & Loyalty Manager to own the guest relationship lifecycle across its portfolio of hotels and resorts. You will manage the Salesforce Marketing Cloud environment and lead the “Privilege” loyalty program, using data‑driven campaigns to boost guest engagement, retention and repeat bookings.

Key responsibilities

• Administer Salesforce Marketing Cloud, designing and executing end‑to‑end email and newsletter campaigns.
• Build and manage audience segments using data extensions, filters and SQL queries.
• Create automated customer journeys (welcome, pre‑stay, in‑stay, post‑stay, win‑back) with Journey Builder and Automation Studio.
• Develop responsive email templates in Content Builder while ensuring brand consistency.
• Maintain data hygiene, subscriber management and GDPR‑compliant consent processes.
• Monitor deliverability, run A/B tests and report on open, click‑through, conversion and revenue metrics.
• Oversee day‑to‑day operation and strategic development of the “Privilege” loyalty program, defining tiers, benefits and redemption rules.
• Drive enrollment, engagement and active membership through targeted CRM campaigns.
• Analyse member behaviour and program performance, recommending enhancements to increase lifetime value.
• Collaborate with Marketing, Reservations, Revenue and Front Office teams to align guest data and campaign execution.

Required profile

• Minimum 3 years of experience in CRM, email marketing or loyalty management, preferably in hospitality, travel or retail.
• Hands‑on experience with Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Content Builder).
• Proven track record of managing or developing a loyalty/rewards program.
• Strong analytical mindset with comfort working on guest data and reporting.
• Excellent communication skills in Greek and English.

Required skills

• Salesforce Marketing Cloud
• Email Studio, Journey Builder, Automation Studio, Content Builder
• Data Extensions, SQL for audience segmentation
• HTML/CSS for email template creation (optional)
• GDPR and email‑marketing best practices
• Salesforce certifications (e.g., Marketing Cloud Email Specialist) – optional

What we offer

• A supportive and inspiring work environment.
• Opportunities for personal and professional growth within a renowned luxury hospitality brand.
• Chance to shape the guest experience across Greece’s most stunning destinations.