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Manager/ Assistant Manager

2 months ago

Mumbai, India The Leela Palaces, Hotels and Resorts Full time

About The Leela


The story of The Leela Palaces, Hotels and Resorts began when its founder Late Capt. CP Krishnan Nair opened The Leela Mumbai in 1986. For over three decades, The Leela has been on a journey to delight guests by providing unparalleled luxury in captivating environs ensconced in the lap of nature, wrapped in the graciousness of Indian hospitality.


Headquartered in Mumbai, The Leela Palaces, Hotels and Resorts is owned by a Brookfield Asset Management-sponsored private real estate fund and operates thirteen award-winning properties in major cities and leisure destinations across India. These include the flagship hotel in the capital city of New Delhi, Bengaluru, Chennai, Udaipur, Jaipur, Gurugram, East Delhi, Mumbai, Gandhinagar, Kovalam, and Ashtamudi. The brand is also delighted to announce the upcoming opening of its latest property in Hyderabad. The Leela has a strong pipeline of future projects. The brand celebrates each hotel through its unique location, art, culture, and cuisine with thoughtful services, celebratory rituals, and immersive experiences. The Leela Palaces, Hotels and Resorts was voted the World’s Best Hotel Brand twice in a row by Travel + Leisure, USA, World’s Best Awards Survey, 2020 and 2021. In 2024, the brand has once again been featured in the top 3 World’s Best Hotel Brands, after the recognition in 2023. An epitome of true Indian luxury hospitality, The Leela is committed to providing guests with unforgettable stays in settings that capture the essence of India. The brand has a marketing alliance with US-based Preferred Hotels & Resorts and is a member of the Global Hotel Alliance.


Why join The Leela?


  • Award-Winning Brand: Join a brand that has been recognized as one of the World’s Best Hotel Brands for two consecutive years.
  • Commitment to Excellence: Be part of a team that is dedicated to providing the highest standards of service and hospitality.
  • Innovative Environment: Be part of a team that encourages creativity and innovation, ensuring that we stay at the forefront of luxury hospitality.
  • Career Growth: Benefit from our strong pipeline of future projects and opportunities for career advancement within The Leela and our global alliances.
  • Cultural Experiences: Engage with the rich cultural tapestry of India, bringing unique and authentic experiences to our discerning guests.


Position Overview


Reporting to: Senior Director - Marketing, Brand and Strategic Partnerships

Location: The Leela Corporate Office, Mumbai


Responsibilities:

Responsible for developing, implementing, and managing CRM campaigns in alignment with business objective and for driving the loyalty program to enhance customer engagement and retention. This role focuses on leveraging data-driven insights to create personalized experiences and drive loyalty across various touchpoints.


Key skills and experience:

  • Assist in developing and executing CRM Strategy: Design and execute a comprehensive CRM strategy that aligns with the company's business goals and enhances customer satisfaction and loyalty.
  • Loyalty Program Management: Manage the guest loyalty programs that reward and incentivize customer behaviour, ensuring they are engaging and effective in increasing customer retention.
  • Data Analysis and Insights: Utilize CRM software and data analytics to gain insights into customer behaviour, preferences, and trends. Use these insights to create campaigns and improve campaign performance.
  • Customer Segmentation: Deliver personalized communications and offers that resonate with different target cohorts.
  • Campaign Management: Plan, execute, and monitor CRM campaigns across various channels, measuring their effectiveness to meet the internal CRM targets.
  • Cross-functional Collaboration: Work closely with marketing, performance, sales, revenue, IT and other departments to ensure seamless integration of CRM strategies and loyalty programs across the organization.
  • Performance Reporting: Develop and maintain regular reports on CRM and loyalty program performance, presenting findings and recommendations to senior management.
  • Technology Management: Implementation, and maintenance of CRM software and tools, ensuring they meet the needs of the organization and provide a good return on investment.
  • Customer Feedback: Gather and analyze customer feedback to continuously improve CRM and loyalty initiatives and address any issues or concerns.


Qualifications:


  • Education: Bachelor’s degree in marketing, Business Administration, or a related field. A master’s degree is a plus.
  • Experience: 4- 6 years of experience in CRM, customer loyalty programs, or a related role.
  • Technical Skills: Proficiency in CRM software, data analysis tools, and marketing automation platforms. Strong understanding of data privacy regulations.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data and insights in a clear and concise manner.
  • Analytical Skills: Strong analytical and problem-solving skills, with a keen eye for detail and the ability to make data-driven decisions.
  • Interpersonal Skills: Ability to work effectively in a team-oriented environment and collaborate with cross-functional teams.
  • Project Management: Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.