The role supports or leads customer relationship management initiatives across Shangri-La’s customer journeys and CRM platforms. Responsibilities typically include designing segmented communications, improving guest engagement, managing campaign journeys, monitoring performance, coordinating with marketing, digital, technology and hotel teams, and helping optimize CRM tools and data. Candidates should have several years of CRM, lifecycle marketing, digital marketing or customer experience experience, with strong knowledge of CRM platforms, customer segmentation, campaign automation and analytics. Excellent project management, communication and stakeholder-management skills are expected. Experience in hospitality, travel, luxury retail or another customer-focused industry is advantageous. The successful candidate should be commercially minded, detail-oriented, technically confident and able to manage multiple projects in a fast-paced international environment.
Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong. Founded in 1971, it operates hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe, North America and other international markets. The group is known for its Shangri-La Hotels and Resorts brand, as well as brands such as Kerry Hotels, JEN by Shangri-La and Traders. Its properties typically provide accommodation, restaurants, meetings and events, wellness facilities and premium guest services. Shangri-La emphasizes genuine hospitality, personalized experiences and strong connections with local communities. The company employs a diverse international workforce and offers opportunities across hotel operations, corporate functions, technology, commercial activities and guest experience. This CRM position would likely support the group’s efforts to strengthen customer loyalty, personalize communications and create consistent digital journeys across its global portfolio.
Hong Kong offers strong opportunities in hospitality, finance, technology, retail, aviation, tourism and digital marketing, with multinational companies and regional headquarters concentrated in the city. Its culture blends Cantonese traditions, international influences, efficient business practices and a fast-paced urban lifestyle. Residents enjoy excellent public transport, diverse food, vibrant nightlife, shopping, hiking trails and nearby beaches, although housing can be expensive and space is limited. Foreign professionals generally need an employment visa sponsored by a Hong Kong employer; eligibility depends on qualifications, relevant experience, salary and the availability of a genuine job offer. Employers commonly assist with the application. New arrivals should budget carefully for rent, deposits, healthcare, transport and daily expenses. Hong Kong is highly connected and convenient, but candidates should be comfortable with long working hours, humid summers, dense city living and a competitive professional environment.
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