This role manages Shangri-La’s customer relationship management journeys and supporting platforms across relevant markets. Responsibilities typically include planning and improving automated customer journeys, coordinating with marketing, digital, hotel and technology teams, monitoring campaign performance, maintaining customer data quality, and supporting CRM platform enhancements. Candidates are expected to have several years of experience in CRM, lifecycle marketing, customer engagement, digital marketing or marketing technology, along with strong project management and analytical skills. Experience with CRM platforms, segmentation, personalisation, reporting and omnichannel communications is advantageous. The successful candidate should be commercially minded, detail-oriented, comfortable working across regions and able to communicate effectively with both business and technical stakeholders.
Shangri-La Group is a Hong Kong-founded luxury hospitality company operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands, with properties ranging from urban business hotels to destination resorts. The company is known for Asian-inspired hospitality, personalised service and strong attention to guest experience. Corporate and regional teams support hotel operations through functions such as commercial strategy, finance, technology, human resources and customer engagement. A CRM Journey & Platform position would typically work across these functions to strengthen direct relationships with guests, improve digital communications and support consistent experiences across the group. Benefits and working arrangements vary by property, grade and employment contract.
Hong Kong is a compact, international city and territory with a distinctive blend of Cantonese Chinese and global culture. It offers strong opportunities in hospitality, finance, technology, retail, aviation, professional services and luxury tourism. Life is fast-paced, with excellent public transport, extensive dining, shopping, hiking trails and beaches. Housing can be expensive, especially on Hong Kong Island and in central Kowloon, although efficient transport makes suburban areas practical. Cantonese is widely spoken, while English is commonly used in business and international workplaces. Overseas professionals generally need an employer-sponsored employment visa under Hong Kong’s General Employment Policy; applicants normally require relevant qualifications or experience and a confirmed offer. Employers often assist with visa processing, but relocation packages, accommodation and medical benefits should be confirmed before accepting an offer. Hong Kong is officially a city-region rather than a single island.
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