Sage Hospitality Jobs

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Sage Hospitality Resources Corporate Director, Customer Relationship Management (CRM)- REMOTE OPTION in Denver, Colorado

Why us?

Sage Hospitality Group is looking for a Corporate Director, Customer Relationship Management to join our team.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Job Overview

The Director of CRM and Email Marketing is responsible for directing the overall operations and strategy of the CRM platform for Sage’s Hotel portfolio. Primary object of this position to generate revenue and incremental revenue through CRM and email marketing responsibilities. The director will oversee all aspects of customer facing communications including transactional (including reservation confirmations, cancellations, modifications), triggered and promotional emails (property direct and portfolio). This position manages a comprehensive email marketing program in alignment with portfolio and property-specific goals and objectives to increase guest acquisition and engagement. The director is responsible for the portfolio’s email acquisition strategy by developing and implementing go-to-market plans for email address capturing across digital and on-property touchpoints. The Director of CRM and Email Marketing collaborates with both CRM Agency and the internal Marketing and Digital team on the optimization of the digital customer journey and portfolio-wide strategy. The role is the CRM/email software platform owner and serves as the email vendor central point of contact. The individual is the subject matter expert on CRM/email marketing best practices and ensures adherence throughout the portfolio. The director ensures database/email hygiene, appends and deliverability and is a steward of CAN-SPAM, regulatory and GDPR compliance.

Responsibilities

  • Identify the primary needs of the CRM System and help Sage’s Executive Team select the correct provider to scale with.

  • Leads the development, execution and management of the CRM strategy

  • Oversees strategic planning and creation of CRM Campaigns in real time communication through multiple channels

  • Plans and owns email marketing strategy and portfolio calendar for B2C and B2B audiences within Sage’s Hotel portfolio

  • Manage all customer facing digital ecommunications including transactional (confirmation, cancellation, modification, pre-arrival and post-trip, esurvey), promotional, editorial/newsletter and triggered emails

  • Facilitates formal email approval process and collects feedback from internal and external stakeholders

  • Implements A/B testing plan to continuously optimize and improve campaigns

  • Responsible for supplementary revenue generation email programs including cart abandonment, upgrade program behavioral targeting

  • Plans, configures and monitors automated email campaigns within email marketing platform

  • Build audiences within customer database with smart segmentation that align with overall strategy; leverages dynamic content whenever possible for customer personalization

  • Process ownership for email campaign planning, fulfillment and deployment; synchronizes efforts across CRM, Content, Creative, Marketing, eCommerce, and Revenue Management teams

  • Ensure email marketing aligns with current industry best practices; researches innovation and emerging trends in email marketing to continuously evolve Sage’s email marketing program

  • Serves as email software subject matter expert and central point of contact for email software vendor; champions new and unused features within the tool to elevate platform usage

  • Provides reporting on a property and portfolio-wide level via monthly, quarterly, semi-annually and annual cadences

  • Develops, executes and sustains email address acquisition program; identifies unique acquisition opportunities and provides regular reporting on acquisition efforts

  • Monitors competitor CRM programs and proactively implements positive changes into current CRM Strategy

  • Administrative Responsibilities include:

  • CRM software contracting, configuration and implementation

  • Database management (reporting, health, compliance)

  • Image and digital asset organization and distribution

  • Scheduled and adhoc reporting and analysis

  • Shared drive organization and file management

  • Successful candidate will possess the following:

  • 3+ years of experience in an email marketing and/or CRM role (preferably within hospitality)

  • Associate’s Degree or higher in business, marketing, communications, hospitality or related field

  • Experience with data analysis and reporting

  • Experience with an enterprise-level CRM/email marketing software provider a plus (Cendyn, Salesforce)

  • Superb organizational and prioritization skills

  • Excellent written and verbal communication skills

  • Unparalleled attention to detail; proofreading and editing skills required

  • Analytical mindset; ability to draw insights and make recommendations based on semi-complex datasets

  • Ability to work in a fast-paced environment with multiple priorities a must

  • Basic working knowledge of HTML and Photoshop

  • Ability to work and communicate cross-functionally with a myriad of teams and stakeholders from C-level to property level

  • Knowledge of hospitality and travel industry and marketing technology solutions a plus

  • Website analytics experience required (Google Analytics, Adobe Analytics, etc)

  • Proficient in MS Office and MS Excel

  • Diligent work habits and ability to meet deadlines

  • Self-motivated, creative, confident and energetic personality

Qualifications

Education/Formal Training

Associate’s Degree or higher in business, marketing, communications, hospitality or related field

Experience

BA in a marketing or communications-related field (marketing, advertising, public relations, strategic communications, journalism, etc.) and/or 3+ years of experience in an email marketing and/or CRM role (preferably within hospitality)

Knowledge/Skills

  • Excellent time management and project management skills, with the ability to multi-task in a fast-paced environment

  • Detail oriented or highly organized

  • Up for the challenge of building data and reporting standards from the ground up

  • Strong communication skills and interpersonal skills; confident presenter

  • Strong writing skills with an ability to integrate branding tone into copy

  • Strong analytical skills and data-driven mindset

  • Ability to align creative strategy with overall business objectives

  • Self-starter and able to work under ambiguity and adapt quickly to changing environments

  • Excellent reading and effective writing abilities for completing paperwork and management reports, giving and receiving instructions, review and preparation of all documentation and training

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sitting 85%, Walking 5%, Standing 5%, bending, kneeling, lifting, climbing 5%

  • Lifting and carrying of objects, 30-35 pounds

  • Must be able to communicate with other associates and customers.

  • Mobility -limited mobility between offices and departments. No continuous standing, climbing or driving.

  • Excellent reading and effective writing abilities for completing paperwork and management reports, giving and receiving instructions, review and preparation of all documentation and training

Environment

95% Office environment

Benefits

  • Unlimited paid time off

  • Medical, dental, & vision insurance

  • Matching 401K

  • Tuition Reimbursement

  • Health savings and flexible spending accounts

  • Employee Assistance Program

  • Great discounts on Hotels, Restaurants, and much more.

  • Free RTD Eco pass

  • On-site gym

  • Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

ID: 2022-9078

Position Type: Regular Full-Time

Property : Sage Hospitality Group

Outlet: Hotel

Category: Sales & Marketing

Min: USD $70,000.00/Yr.

Max: USD $90,000.00/Yr.

Address : 1575 Welton St

City : Denver

State : Colorado

EOE Protected Veterans/Disability

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