CRM Coordinator

Join our dynamic corporate team and become part of Aman Group. With offices strategically located around the world (Zug, London, Dubai, Singapore, Bangkok, Miami and New York), our corporate colleagues are at the forefront of driving innovation and excellence for our ultra-luxury brand.

Role

The CRM Coordinator, based in the Dubai Corporate Office, supporting the planning, execution and optimisation of CRM activity across the Aman Group. Reporting to the CRM Manager, this role is responsible for the day-to-day delivery of email campaigns, customer journeys, audience segmentation and CRM operations that enhance guest engagement, loyalty and revenue.

Responsibilities

• Support the CRM Manager in delivering the global CRM strategy, campaign calendar, and customer engagement roadmap.
• Partner with the Content Marketing team to translate CRM briefs into creative briefs, ensuring alignment with brand standards.
• Build, manage, and optimise email templates within the CRM platform, ensuring responsive design and accessibility across devices.
• Execute audience segmentation, personalisation, and dynamic content strategies to enhance campaign relevance and performance.
• Conduct thorough campaign testing, quality assurance, and proofing processes prior to deployment.
• Monitor, analyse, and report on campaign performance metrics, including open rates, click-through rates, conversions, engagement, and KPIs.
• Support the implementation and maintenance of automated customer journeys across acquisition, onboarding, pre-arrival, post-stay, retention, and loyalty programmes.
• Manage guest communications throughout the customer lifecycle, ensuring messaging is timely, relevant, personalised, and aligned with business objectives.
• Maintain audience data, customer preferences, suppression lists, and overall CRM data quality, while supporting VIP guest communications and recognition programmes.
• Assist with CRM platform administration, workflow management, troubleshooting, testing, optimisation initiatives, and the rollout of new CRM capabilities, automation, and templates, ensuring compliance with GDPR and internal data governance standards.

Requirements

• 2-4 years' experience in CRM, email marketing or marketing automation, ideally within luxury hospitality, travel or a premium consumer brand
• Hands-on experience with CRM and marketing automation platforms such as Braze, Salesforce Marketing Cloud or similar, including campaign deployment, audience segmentation and customer journey execution
• Strong organisational skills with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Comfortable working with campaign data and performance reporting, with an analytical mindset and a commitment to continuous improvement
• Good understanding of CRM best practice, customer lifecycle marketing and personalisation
• A curious, pragmatic mindset with a genuine passion for innovation, experimentation and emerging CRM capabilities including AI
• Experience in luxury goods, hospitality or a multicultural global environment is strongly preferred
• Fluency in English is essential; additional languages are an advantage

Benefits

At Aman Group, we believe our colleagues are at the core of our success. We offer competitive benefits, including exciting global career opportunities within a rapidly expanding company. We prioritize and support your professional journey, ensuring you feel valued, included, and at home.

If you are passionate about attracting exceptional talent and creating a positive experience for every candidate, we invite you to apply to join us on our journey.