Customer Engagement Manager Full Time

What We’re Looking For

• A Bachelor’s or Master’s Degree in Marketing or a related field is preferred.
•  A proven track record of Work Experience as a Customer Engagement Manager or a similar role in a Luxury Hotel environment.
• Demonstrated proficiency in Customer Engagement Platforms (Braze) and Business Intelligence tools (Tableau or Power BI).
• Strong Business Acumen and Analytical Skills, with the ability to translate data into Actionable Marketing Strategies.
• Excellent Communication and Interpersonal Skills, leveraging strong verbal and written skills to present Complex Data Insights to non-technical Stakeholders.
• Superior Problem-Solving Skills and the competence to Exceed Expectations in dynamic and competitive operational environments.
• Next-Level Organisational and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.

Key Responsibilities

• Leverages premium Customer Engagement Platforms to design, manage, and enhance Bespoke Engagement Campaigns that align with FIVE’s Industry-Leading Standards.
• Continuously monitors and optimises Campaign Performance, driving Sensational engagement and maximising ROI on all ad spend.
• Spearheads luxury event campaigns, promoting FIVE’s Award-Winning amenities and destinations, enhancing our ‘FIVE-Star’ Customer Experience.
• Analyses Customer Data using advanced Business Intelligence tools, identifying Key Trends and crafting Actionable Insights that Elevate Marketing Strategies and Customer Touchpoints.
• Provides regular, Detailed Reports on campaign performance, Customer engagement metrics, and ROI, presenting Insights to Key Stakeholders to support Strategic Decision-Making.
• Curates personalised Customer Segmentation Strategies, delivering Highly Tailored and Effective Marketing Messages that Resonate with our Sensational Customers.
•  Implements Cutting-Edge techniques to Elevate Guest Loyalty Programmes, creating Memorable and Engaging Customer Journeys at FIVE.
• Collaborates seamlessly with Marketing, Sales, and Product Teams to ensure a Cohesive and Exquisite ‘FIVE-Styled’ Customer Experience across all touchpoints, embodying our Top-Notch service standards.