CRM B2C Manager - Minor Hotels Eu&Am - Madrid

What will be your mission?

The CRM & Promotions Manager reports to the CRM Director and leads the execution of CRM and promotional initiatives across Minor Hotels Europe & Americas. This role is responsible for orchestrating multi-channel CRM campaigns and public promotions, acting as a central coordination point between internal teams and external partners.

Working closely with key functions within the Commercial area, the role ensures strategic alignment, creative consistency, and timely delivery of campaigns, driving traffic, engagement, and revenue performance. The position also has ownership of the customer journey, including campaign reporting, performance analysis, and continuous optimisation.

This is a pivotal role within the Marketing and Commercial organisation, offering broad exposure to cross‑functional teams in a multinational context and contributing directly to customer engagement and business growth across Europe and the Americas.

What will you do?

• Own the end‑to‑end delivery of CRM and promotional initiatives across multiple channels.
• Partner with Revenue Management and Digital teams to ensure campaign alignment with commercial objectives.
• Serve as the main coordination lead to guarantee creative excellence, brand consistency, and on‑time execution.
• Design and implement CRM workflows and campaigns tailored to different customer segments.
• Analyse campaign performance, transforming results into actionable insights and continuously optimising KPIs.
• Design, and optimise customer lifecycle journeys (acquisition, onboarding, retention, reactivation).
• Contribute to the development of segmentation strategies to support personalised and effective communications.
• Lead testing, experimentation, and personalisation initiatives to enhance campaign effectiveness.
• Leverage AI‑powered tools where relevant to improve personalisation and streamline campaign execution.

What are we looking for?

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Advertising, or a related field.
• Full professional proficiency in English and Spanish (written and spoken); additional languages are an advantage.
• Minimum 5 years of experience in CRM, lifecycle marketing, or related roles.
• Proven experience coordinating CRM and promotional initiatives across multiple teams in international environments.
• Solid background in campaign performance analysis, reporting, and insight generation.
• Hands‑on experience with Salesforce Marketing Cloud or comparable CRM platforms.
• Strong Excel skills and practical experience working with Google Analytics and Power BI.

Preferred Qualifications

• Exposure to loyalty programmes and experience within the hospitality or tourism sector.
• Working knowledge of graphic design tools (Adobe Creative Suite).
• Experience with HTML/CSS for email template development is a plus.

Key Skills

• Strong sense of ownership and accountability, with a collaborative and solution‑oriented mindset.
• Excellent organisational skills and high attention to detail.
• Ability to manage multiple priorities, work to deadlines, and adapt to changing business needs.
• Creative profile with strong content skills, a good eye for design, and the ability to work within brand frameworks and guidelines.
• Curious and proactive, with a strong customer‑centric approach.
• Excellent written and verbal communication skills.

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.
• Career development opportunities full of national and international challenges.
• Wide range of training programmes to enhance your skills.
• Wellbeing initiatives, including flexible working conditions.
• Team member recognition programmes, including Memorable Dates.
• Ability to make a difference through our sustainability programme and volunteering initiatives.
• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.