CRM Manager - Resort Job Description

Job Title: CRM Manager (Customer Relationship Management)
Department: Sales & Marketing
Location: Resort Property
Reporting To: General Manager / Director of Sales & Marketing

Job Summary

The CRM Manager is responsible for developing and maintaining solid relationships with guests, generating repeat business, enhancing guest satisfaction, and managing customer data effectively. The role focuses on improving guest retention, loyalty programs, personalized guest experiences, and maximizing revenue through effective customer engagement strategies.

Key ResponsibilitiesGuest Relationship Management
Build and maintain long-term relationships with guests, corporate clients, wedding planners, and travel partners.
Ensure exceptional guest experiences throughout the customer journey.
Address guest concerns, complaints, and feedback promptly and professionally.
Conduct regular follow-ups with guests to enhance satisfaction and encourage repeat visits.

CRM & Database Management
Maintain and update guest databases accurately.




Analyze guest preferences, booking patterns, and feedback to develop personalized engagement strategies.
Segment customer data for targeted marketing campaigns.
Ensure data privacy and compliance with company policies.

Loyalty & Retention Programs
Design and implement guest loyalty and membership programs.
Develop strategies to improve guest retention and repeat bookings.
Monitor program effectiveness and recommend improvements.

Sales & Revenue Support
Collaborate with Sales, Wedding, Events, and Marketing teams to generate leads and maximize revenue opportunities.
Promote resort packages, events, memberships, and seasonal offers to existing customers.
Identify upselling and cross-selling prospects.

Customer Communication
Execute customer engagement campaigns, promotional activities, and feedback surveys.
Create personalized communication plans for VIP and repeat guests.

Repo

📌 Crm Manager Nashik
🏢 Touchwood World
📍 Nashik