At a Glance
- Tasks: Lead global CRM strategy and enhance customer engagement at Belmond.
- Company: Join Belmond, a pioneer in luxury travel with a rich heritage.
- Benefits: Enjoy competitive perks, including private medical insurance and 25 days annual leave.
- Other info: Be part of a culture built on kindness and genuine connections.
- Why this job: Shape unforgettable experiences for guests while driving innovative customer strategies.
- Qualifications: Expertise in CRM, AI-driven personalisation, and cross-functional leadership required.
The predicted salary is between 47250 - 57750 £ per year.
Description
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 intelligence needed to understand customer value, behaviour, preferences and opportunities.
- Establish a practical voice-of-the-customer insight loop to capture signals and operational pain points; co-own on-property feedback capture and action planning with Operations.
- Share actionable insight with Commercial, Marketing, Operations, and property teams to inform decisions and support prioritization of projects.
- Recognition and Personalisation
- Define how Belmond recognises and treats customers differently based on value, context, preferences and relationship history.
- Embed recognition and personalisation moments across the customer journey, working closely with marketing, Customer Contact Organization and Operations.
- Data and AI Experimentation
- Use data, analytics and AI capabilities to improve customer engagement outcomes.
- Establish a framework and process for continuous testing and measurement to improve performance.
- Pilot use cases such as propensity signals, and next-best-action.
- Partner with Data and AI teams while owning business adoption and measurable value in this area.
- Leadership and Cross-Functional Delivery
- Align Digital, Commercial, Marketing, Operations, Contact Centre and properties around a more customer-centric way of working.
- Support strategic initiatives such as Source City, prioritising and scaling activity based on customer value, business impact and operational feasibility.
- Explore and implement any relevant LVMH partnership opportunities
Requirements
- Strategic paid media or e-commerce background (luxury/hospitality experience preferred).
- Deep expertise in CRM, lifecycle engagement, A/B testing, and optimization.
- Must be fluent with AI, data strategy, and AI-driven personalization/campaigns.
- Proven ability to scale clienteling for high-value guests and embed recognition across journeys.
- Cross-functional leadership across digital, commercial, marketing, and operations.
Benefits
What We Offer
At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests.
- We offer a comprehensive range of compensation, perks and benefits including:
- Complimentary and preferred rate experiences at our iconic destinations
- Private medical insurance and dental plans
- Group pension plan
- 25 days of annual leave (excludes UK bank holidays)
- Lifestyle and employee assistance programs
- Onsite gym facilities
We strive to create an environment where our employees can thrive both personally and professionally.
With a commitment to your ongoing development, you’ll have the opportunity to learn and grow alongside some of the most talented individuals in the industry.
Join us and be part of creating unforgettable moments for our guests, communities and each other.
At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests.
This is your moment. Apply today!
About Us
Belmond was born from a passion for connecting discerning travellers with the world’s most remarkable properties, locations and journeys.
From hotels and trains to river cruises and safari lodges, Belmond’s Slow Luxury invites guests to discover a new pace of travel as they savour time, engage with local culture, and connect with nature and people around them through incomparable experiences and unforgettable stories.
With a legacy spanning over 45 years, since the acquisition of Hotel Cipriani in Venice in 1976, Belmond has grown into a global collection of 43 properties spread across 24 countries and territories.
Exceptional destinations connected by legendary journeys are the very soul of Belmond, where the path that brings you to a place is as important as the destination itself.
A pioneer of slow travel, Belmond has been operating the Venice Simplon-Orient-Express since 1982.
Belmond later expanded to include pristine beach resorts, such as Maroma on the Riviera Maya, historic hideaways such as Villa San Michele in the Florentine foothills, urbane icons, such as Copacabana Palace in Rio de Janeiro, and gateways to UNESCO world heritage sites, such as Hotel das Cataratas in Brazil’s Iguassu National Park.
As proud custodians of storied properties, Belmond is committed to building on the past to create a new legacy: the heritage of the future.
Working with communities and local talents, together with the world’s most respected chefs, designers and artists, Belmond continues its purpose of perpetuating the legendary art of travel.
Since 2019, Belmond has been part of the world’s leading luxury group, LVMH (Moët Hennessy Louis Vuitton).
Head of CRM, Customer Engagement & Intelligence in London employer: Belmond
At The Cadogan, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture where kindness and genuine connections flourish. Located in the heart of London's prestigious neighbourhoods, our team enjoys competitive salaries, comprehensive benefits, and unique opportunities for personal and professional growth within the luxury hospitality sector. Join us to be part of a rich legacy while creating unforgettable experiences for our guests and communities.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM, Customer Engagement & Intelligence in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Belmond. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Belmond before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of CRM, Customer Engagement & Intelligence in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Belmond:Your cover letter is your chance to shine! Tell us why you want to work at Belmond specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Belmond!
How to prepare for a job interview at Belmond
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
