Ten Lifestyle Group · 1 day ago
CRM Manager
Las Vegas, Nevada, United States
Full-time
Hybrid
Mid, Senior LevelTen Lifestyle Group is a global company that focuses on delivering exceptional customer experiences. As a CRM Manager, you will lead the delivery of the CRM program across multiple regions while driving strategic initiatives and collaborating with stakeholders to enhance CRM capabilities.
Leisure Travel & Tourism
Responsibilities
Responsible for owning and delivering best-in-class CRM strategy and execution across the customer lifecycle
Own and lead the end-to-end delivery and performance of the CRM program across the Americas/EMEA/LAC/APAC region
Set the strategic direction for the Americas/EMEA/LAC/APAC CRM agenda, driving efficient day-to-day planning, management, and execution
Translate business objectives and customer insights into clear CRM plans and roadmaps
Champion a customer-first, value-led approach to CRM, aligned with best practice
Serve as the primary regional authority and escalation point for all CRM-related activity
Lead the scoping, planning, and execution of major data, technology, and marketing automation initiatives to advance CRM capability and impact
Own CRM performance analysis and reporting across the region, delivering clear, actionable insights and recommendations to inform strategy, optimization, and business decision-making
Act as a Braze subject-matter expert, owning campaign builds, Canvas journeys, segmentation, and orchestration
Design and deliver multi-channel CRM activity leveraging Braze capabilities such as real-time event triggers, dynamic content, and connected content to drive relevance and performance
Partner with technical teams to optimise data feeds, integrations, and event schemas
Drive advanced personalisation using behavioural, transactional, and preference data
Apply modern CRM techniques such as: Real-time and event-based messaging &AI-driven send-time optimisation and message prioritisation and Decisioning and next-best-action logic
Proactively stay ahead of CRM innovation, identifying and piloting new features and emerging industry capabilities
Own the CRM testing and optimisation framework, including A/B testing, multivariate testing
Use performance data and insights to continuously optimise journeys, content, and cadence
Measure incrementality and ROI to demonstrate CRM impact on commercial outcomes
Monitor and report on CRM performance against KPIs, including engagement, conversion, retention, and revenue
Partner with analytics teams to define success metrics and improve reporting maturity. Translate data into actionable insights and recommendations for stakeholders
Provide leadership and management to CRM team members, as relevant, ensuring effective delivery of the agreed CRM strategy while prioritizing capability building, performance, and long-term professional development
Act as the regional authority and subject-matter expert for all CRM-related initiatives, providing strategic guidance, best practices, and thought leadership across the organization
Foster strong collaboration with internal stakeholders and cross-functional partners to ensure CRM initiatives are aligned with broader business and marketing objectives
Serve as the primary point of contact for our email service provider, managing the relationship to ensure strong performance, operational excellence, and ongoing platform optimization
Partner closely with external vendors and technology partners as required to support CRM execution, innovation, and continuous improvement
Qualification
Required
Experience in CRM program management and leadership
Proven ability to deliver best-in-class CRM strategy and execution across the customer lifecycle
Strong strategic thinking combined with hands-on delivery experience
Expertise in using Braze as a core platform for CRM
Ability to translate business objectives and customer insights into clear CRM plans and roadmaps
Experience in leading data, technology, and marketing automation initiatives
Strong analytical skills to own CRM performance analysis and reporting
Experience in designing and delivering multi-channel CRM activities
Ability to drive advanced personalisation using behavioural, transactional, and preference data
Experience with modern CRM techniques such as real-time messaging and AI-driven optimisation
Experience in A/B testing and multivariate testing for CRM
Ability to monitor and report on CRM performance against KPIs
Experience in providing leadership and management to CRM team members
Strong collaboration skills with internal stakeholders and cross-functional partners
Experience in managing relationships with email service providers and external vendors
Preferred
Experience in a global CRM role across multiple regions (Americas/EMEA/LAC/APAC)
Familiarity with CRM innovation and emerging industry capabilities
Experience in fostering a customer-centric mindset within teams
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
Founded in 1998
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase