Customer Relations Manager

Job Title: Assistant Manager-CRM (Hospitality)

Location: Chennai

Job Summary:

Key Responsibilities:

·        Develop and execute CRM strategies.

·        Oversee implementation, usage, and optimization of CRM systems and tools.

·        Analyze customer satisfaction surveys, online reviews, and feedback to identify service improvement areas.

·        Ensure targets for revenues, members’ enrolment, upselling of rooms and services are achieved.

·        Manage cross-selling across the properties using CRM software and loyalty program.

·        Plan and execute engagement campaigns (SMS, email, WhatsApp, call campaigns).

·        Maintain and monitor the accuracy of customer data within the CRM system.

·        Analyse customer behaviour and trends to identify business opportunities.

·        Prepare and share CRM performance dashboards and reports with management.

·        Work with Marketing to design loyalty programs, special offers, and personalized promotions

·        Support marketing initiatives

·        Evaluate ROI of CRM programs and recommend process improvements.

Qualifications & Skills

·        Bachelor’s degree in hospitality management, Business Administration, Revenue Management, or related field.

·        5+ years of experience in hotel revenue management, sales analysis, or CRM roles (multi-property experience preferred).

·        Proven record in driving revenue growth and improving guest retention.

·        Strong communication, interpersonal, and negotiation skills.

·        Analytical mindset with the ability to interpret customer data and trends.