The Assistant Manager/Manager, CRM (Journey & Platform) is responsible for developing customer relationship strategies, improving guest journeys and managing CRM platforms across Shangri-La’s business. Candidates should have several years of experience in CRM, digital marketing, customer lifecycle management, marketing automation or a related field, ideally within hospitality, travel or luxury retail. Strong knowledge of CRM systems, customer segmentation, campaign performance, data analysis and loyalty programmes is expected. The role requires excellent communication, project management and stakeholder coordination skills, with the ability to work across hotels, corporate teams and technology partners. The successful candidate should be commercially minded, detail-oriented and comfortable turning customer data into practical actions that improve engagement, retention and revenue.
Shangri-La Group is a global luxury hospitality company founded in Hong Kong and widely recognised for its hotels, resorts and distinctive Asian-inspired service culture. The group operates properties across Asia, the Middle East, Europe, North America and other international markets under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. Its businesses cover luxury accommodation, dining, wellness, events and related guest experiences. Shangri-La places strong emphasis on warm hospitality, personalised service, employee development and long-term relationships with guests. A corporate CRM role supports the group’s efforts to understand customers better, deliver more relevant communications and create consistent experiences across destinations and digital channels. Working for the company can provide exposure to a large, multicultural organisation and the international luxury travel industry.
Hong Kong offers strong opportunities in hospitality, finance, technology, retail, aviation, tourism and digital marketing, with international companies and regional headquarters based in the city. Its culture combines Cantonese traditions, global influences and a fast-paced, highly professional working environment. Life is energetic and convenient, with excellent public transport, diverse restaurants, shopping, beaches, hiking trails and nearby islands such as Lantau and Cheung Chau. Most overseas professionals need an employment visa sponsored by their employer; the company normally supports the application, while the employee must provide qualifications, experience and a valid job offer. Dependants may usually apply to join under the dependant visa scheme. Relocation costs and housing should be planned carefully because rents are high, although public transport is affordable and efficient. A Hong Kong Identity Card is obtained after arrival, and tax rates are generally lower than in many major international cities.
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