This role leads customer relationship management initiatives across the customer journey and CRM platform for Shangri-La. Responsibilities typically include developing lifecycle and retention strategies, managing segmentation and personalization, coordinating campaigns, improving customer data quality, and working with digital, marketing, technology and hotel teams. Candidates should have several years of CRM, loyalty, digital marketing or customer journey experience, preferably in hospitality, travel or luxury brands. Strong knowledge of CRM platforms, customer analytics, campaign management and marketing automation is expected. The successful candidate should be commercially minded, analytical, detail-oriented and able to manage stakeholders and projects across markets. Excellent communication skills in English are important; Cantonese or Mandarin may be advantageous for a Hong Kong-based role.
Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong. Founded in 1971, the group operates hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international markets. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands, serving business and leisure travellers with a strong focus on Asian hospitality, personalized service and premium experiences. Shangri-La also operates loyalty and customer engagement programmes, making CRM and digital journey management important parts of its commercial strategy. The company employs a diverse international workforce and offers career opportunities in hotel operations, corporate functions, technology, sales, marketing and guest experience. Its Hong Kong operations provide exposure to a regional headquarters environment and collaboration with properties and teams across multiple countries.
Hong Kong is a dense, energetic international city with strong opportunities in hospitality, luxury retail, finance, technology, tourism, marketing and customer experience. Although best known for its urban core, it also includes islands, beaches, hiking trails and quieter areas such as Lantau and Lamma Island. The culture blends Cantonese traditions with international influences, and English is widely used in business. Lifestyle options range from excellent restaurants and nightlife to efficient public transport, outdoor activities and a fast-paced professional environment. Overseas employees generally need an employment visa sponsored by their Hong Kong employer before starting work. Applicants usually provide qualifications, relevant experience, a confirmed offer and proof that the role cannot easily be filled locally. Relocation costs and housing can be significant, so candidates should clarify benefits, medical coverage, bonuses and visa support. An electronic payment card and reliable public transport make daily travel convenient.
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