RCD Hotels is a group of luxury hotels in different tourist destinations such as the United States, Mexico and the Dominican Republic, each with its own personality. You can step into the world of luxury hospitality as our CRM Director, where you'll be at the forefront of shaping unforgettable customer experiences and driving member engagement for B2B, B2C and our prestigious vacation club.
We're looking for a strategic thinker and Salesforce expert who can develop cutting-edge CRM initiatives, harness customer insights, and lead a talented team—all while enjoying the vibrant lifestyle of Cancún!
Your main responsabilities will include developing and executing the CRM Strategy by creating a comprehensive CRM approach tailored to enhance customer acquisition, retention, and loyalty across the hospitality and vacation club sectors.
Also, you will leverage Salesforce CRM by using Salesforce as the main platform for managing and tracking customer interactions, ensuring seamless integration with booking engines, property management systems, and digital marketing tools.
Drive Customer Engagement by leading the implementation of personalized customer journeys through email, mobile, and social media, tailoring offers based on data-driven insights is key.
As part of your objectives, you´ll optimize Salesforce administration in oversee´s Salesforce setup, focusing on customer segmentation, lead management, custom reporting, and automated workflows to enhance performance.
Your focus will be partly on Data Analysis and Insights by analysing customer behaviour to identify trends and opportunities, developing actionable insights that support sales and retention strategies, while monitoring and reporting CRM performance through KPIs and tracking CRM effectiveness, recommending improvements.
In addition, you´ll collaborate with cross-functional teams and work closely with Sales, Marketing, IT, and Operations to align CRM initiatives with organizational goals and ensure seamless execution.
Vendor and Stakeholder management will be involved since, as the CRM expert, you´ll guide internal teams and managing external vendors to optimize CRM capabilities.
Finnaly, team lidearship is vital as you will manage and mentor a team of CRM specialists, fostering a culture of innovation and continuous improvement. Requisitos You will need a Bachelor's degree in Business, Marketing, Hospitality Management, or a related field (MBA preferred) and extensive experience (at least 7 years) with Salesforce CRM, ideally in hospitality and vacation club sectors (certifications are a plus).
Proven success in developing CRM strategies that increase revenue and enhance customer experiences, deep knowledge of the hospitality industry, including vacation club programs and guest expectations and well as strong analytical skills, with the ability to interpret complex data and make strategic decisions are important.
Excellent leadership and communication skills, with the ability to collaborate across departments and influence stakeholders are what we are looking for in our CRM Director. This is your chance to make a lasting impact in a dynamic, fast-paced environment while enjoying the perks of working in one of the world's top vacation destinations.
If you're a CRM visionary ready to lead our digital transformation, we want to hear from you!
The present position comprises individuals registered in the National Register of People with Disabilities (Law 19.691), who meet the conditions and suitability for the position.