This role supports or manages Shangri-La’s customer relationship management strategy, focusing on customer journeys, CRM platforms, personalization, campaign execution, data quality, and performance reporting. Candidates should have several years of experience in CRM, loyalty, digital marketing, customer experience, or marketing technology, preferably within hospitality, retail, or another customer-focused industry. Experience with CRM platforms, journey orchestration, segmentation, analytics, and cross-functional project management is expected. The successful candidate should be commercially minded, digitally confident, detail-oriented, and able to work with regional and hotel teams. Strong communication, stakeholder management, analytical, and problem-solving skills are important, along with fluency in English; Cantonese or Mandarin would be advantageous in Hong Kong.
Shangri-La Group is a luxury hospitality company founded in Hong Kong and recognized 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 business covers accommodation, dining, wellness, events, loyalty, and related guest experiences. Shangri-La places strong emphasis on personalized service, colleague development, responsible business practices, and long-term guest relationships. A CRM role within the group typically works across marketing, technology, loyalty, commercial, and hotel operations teams to improve engagement throughout the customer journey. The company offers an international environment, with opportunities to collaborate across markets and contribute to digital transformation in a major global hospitality organization.
Hong Kong is a compact international city and coastal territory rather than a single island, though Hong Kong Island is one of its main urban areas. Job opportunities are strong in hospitality, finance, technology, retail, aviation, tourism, and professional services. The culture blends Cantonese traditions with international influences, and English is widely used in business; Cantonese is valuable for daily life and many customer-facing roles. The lifestyle is energetic, highly connected, and convenient, with excellent public transport, diverse food, shopping, nightlife, hiking, and beaches. Overseas professionals generally need an approved employment visa before starting work; employers commonly sponsor eligible hires under the General Employment Policy, subject to qualifications, experience, salary, and a confirmed offer. Relocation costs and housing can be high, especially in central districts, so candidates should confirm benefits, insurance, housing support, tax arrangements, and visa assistance before accepting an offer.
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