Executive – Customer Relationship Management

About the role

The Executive, Customer Relationship Management will lead the Group’s CRM and lifecycle marketing initiatives across our portfolio of hotels and resorts. Based at the corporate office in Singapore, the role also supports the Pan Pacific DISCOVERY loyalty programme and coordinates related administrative tasks.

Key responsibilities

• Plan, execute and monitor group‑wide CRM campaigns covering welcome, pre‑arrival, post‑stay, birthday, tier progression, reactivation and retention communications.
• Manage end‑to‑end campaign processes including audience selection, content coordination, testing, deployment, QA checks and performance reporting.
• Analyse campaign performance metrics, run A/B tests and provide actionable insights to optimise customer journeys and revenue.
• Support loyalty programme operations, mobile app management, member promotions and maintain SOPs, FAQs and training materials.

Required profile

• Degree or diploma in Marketing, Business, Hospitality, Communications or a related field.
• 1–3 years of experience in CRM management, lifecycle or digital marketing, preferably in hospitality or retail.
• Strong analytical mindset, project coordination skills and ability to work with multiple stakeholders.
• Proactive, organised and comfortable balancing marketing‑led work with operational responsibilities.

Required skills

• Oracle Responsys or comparable CRM/marketing automation platform.
• Microsoft Excel for data analysis.
• Microsoft PowerPoint for reporting and presentations.
• Google Data Studio for dashboard creation.