Manager/ corporate director- crm

The Indian Hotels Company Limited · Mumbai, India

IHCL and its subsidiaries bring together a group of brands and businesses that offer a fusion of warm Indian hospitality and world-class service. These include Taj – the iconic brand for the most discerning travellers, and ranked as ‘World’s Strongest Hotel Brand’ and ‘India’s Strongest Brand’ across sectors as per Brand Finance Hotels 50 and India 100 reports 2024 respectively; Sele Qtions, a named collection of handpicked, storied hotels; Vivanta, a chain of contemporary upscale hotels that celebrate joie de vivre; Ginger, a brand that is revolutionizing the lean-luxe segment, and amã Stays & Trails, a charming portfolio of private bungalows and villas set in picturesque locales.

Role Overview:

We are looking for an experienced and driven professional to lead the development and implementation of our Customer Data Platform (CDP) , orchestrate the Martech ecosystem and drive our CRM and Customer Lifecycle Communication Management (CLCM) strategies. This role is critical to unlocking unified customer views, enabling personalisation at scale and driving loyalty and revenue growth across our hotel portfolio.

Key Responsibilities:

1. CDP & Data Infrastructure Lead the selection, integration and deployment of a Customer Data Platform tailored to hospitality use cases. Work with IT and Data Engineering to ensure data ingestion from all relevant touchpoints: PMS, website, mobile app, call centres, loyalty programs, OTAs, etc. Create and maintain a 360-degree view of the customer through identity resolution, tagging and unified data modelling.

2. Martech Stack Ownership Evaluate, implement and integrate Martech tools including CRM, DMPs, campaign management tools, marketing automation and analytics platforms. Ensure tools are interoperable and support omnichannel orchestration across email, SMS, push, Whats App, digital media and website personalisation. Partner with vendors and internal tech teams for deployment, maintenance and evolution of the stack.

3. CRM Strategy & Execution Own end-to-end CRM strategy: segmentation, campaign planning, offer mapping, execution, testing and measurement. Drive conversion, upsell, retention and reactivation programs through hyper-targeted campaigns. Champion customer data enrichment and hygiene practices.

4. CLCM & Personalised Journeys Map and optimise customer lifecycle journeys – from acquisition to loyalty. Design dynamic, trigger-based communications using first-party data to personalise engagement. Collaborate with Brand, Loyalty and Guest Experience teams to align messaging with business objectives.

5. Measurement, Governance & ROI Define KPIs for campaign performance, CLV growth, repeat rate, retention and loyalty contribution. Work with Analytics to deliver attribution models, A/B testing frameworks and dashboards. Ensure compliance with data privacy regulations (e.g., GDPR, DPDP) and internal governance policies.

Key Requirements:

Preferred Skills: