Head of CRM, Customer Engagement & Intelligence

The Head of CRM, Customer Engagement & Intelligence will lead Belmond’s global approach to customer engagement. The role owns the strategy and operational excellence for CRM, clienteling, recognition, personalisation and customer intelligence.

The role will help Belmond better understand, recognise and grow the value of customers over time, while embedding a more customer-centric way of working across the organisation.

 MAIN DUTIES AND RESPONSIBILITIES:

CRM, Lifecycle Engagement and Journey Orchestration

• Evolve Belmond’s global CRM and lifecycle strategy to support the company’s business objectives.
• Drive Belmond’s customer data strategy from a business perspective, creating a single view of the customer and improving identity resolution in partnership with the data team.
• Design priority CRM journeys and campaigns using AI-driven clustering, segmentation, and automation,
• Improve how Belmond captures and uses customer data in CRM, focusing on data quality.

Clienteling

• Operationalize and scale Belmond’s clienteling program for high-value guests growing number and value of clienteling guest.
• Develop outreach models that support retention, advocacy, and repeat stays.
• Shape requirements and adoption for clienteling tools.

Customer Intelligence

• Define the intel