The role supports Shangri-La’s customer relationship management strategy across guest journeys and digital platforms. Responsibilities are likely to include managing CRM campaigns, improving customer data quality, coordinating personalised communications, monitoring engagement performance, and working with marketing, technology, loyalty, and hotel teams. Candidates should have experience in CRM, customer journey management, digital marketing, loyalty programmes, or related commercial functions. Strong analytical, project management, communication, and stakeholder-management skills are expected, together with familiarity with CRM platforms, marketing automation, customer segmentation, and performance reporting. Experience in hospitality, travel, or luxury retail would be advantageous. Fluent English is generally required; Cantonese and Mandarin may be valuable for the Hong Kong market.
Shangri-La Group is a Hong Kong-based luxury hospitality company operating hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other international markets. Founded in 1971, the group is recognised for its Asian-inspired hospitality, personalised service, and luxury brands including Shangri-La, Kerry Hotels, JEN by Shangri-La, and Traders. Its operations cover accommodation, food and beverage, wellness, meetings, events, and loyalty services. Shangri-La places strong emphasis on guest experience, service excellence, responsible business practices, and developing colleagues through international career opportunities. The group’s corporate functions in Hong Kong support global hotel operations, commercial strategy, technology, finance, human resources, and customer engagement. This CRM position would likely contribute to strengthening direct relationships with guests and improving their experience across digital and hotel touchpoints.
Hong Kong is a compact, highly connected coastal city made up of Hong Kong Island, Kowloon, the New Territories, and smaller outlying islands. It offers strong opportunities in hospitality, finance, technology, retail, aviation, tourism, and professional services, with international companies and a fast-moving business culture. Cantonese is widely spoken, while English is common in corporate and hotel workplaces; Mandarin is also useful. Life is energetic and urban, with excellent public transport, diverse dining, hiking trails, beaches, and a vibrant arts and entertainment scene. Housing can be expensive, especially near central business districts, so many professionals live in areas such as Kowloon, the New Territories, or nearby islands. Foreign employees generally require an employment visa sponsored by the hiring company, with approval depending on qualifications, relevant experience, and a confirmed job offer. Applicants should also arrange accommodation, health coverage, banking, and tax registration before relocating.
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