Web and CRM Specialist

• Company: Coast Hotels
• Job Type: Full Time
• Job Level: Professional
• Job Type: Full Time
• Job Address: 700 – 535 Thurlow Street, Vancouver, British Columbia V6E 3L2
• Job Status: Permanent
• Positions Available: 1

The Web & CRM Specialist contributes to the overall success of Coast Hotels by optimizing and updating our brand website, focusing on web trends and analytics to ensure data-driven continuous improvement of our most important marketing channel.

They will assist our hotel partners with reviewing and understanding their guest data and provide support in the completion and deployment of highly targeted, offer-driven email promotions to drive conversion and revenue.

Additionally, they will provide support and CRM training to new hotel partners in collaboration with the external CRM system provider.

This role includes partnering cross-functional and with all Coast Hotels properties to help them leverage the brand’s CRM and web booking channel, share valuable insights and deliver high-volume digital marketing initiatives and together, improve the end-to-end customer experience and customer life cycle.

Who We Are – Our Digital Marketing Team is focused on building valued, ongoing guest relationships that support our broader brand awareness strategies and revenue generation goals. There are two core channels and systems that support our goal of acquiring new customers, creating a highly engaged email audience, and increasing brand loyalty with our existing guests, as well as delivering value to our hotel partners: our website at www.coasthotels.com and our CRM system.

Who You Are – You are interested in the customer journey life cycle, understanding of customer behaviour, and achieving impact on business through analysis and insights, and you love to analyze data and statistics that can inform content creation and audience engagement. You enjoy a fast-paced, highly collaborative business environment and love variety in your day, focusing on developing and executing strategies and tactics within CRM and digital marketing channels that lead to customer acquisition and brand loyalty.

Responsibilities:

• Setting up automated communication journeys, including customer segmentation, dynamic content, email deployment scheduling and triggering email notifications
• Working with all Coast Hotels to assist in the creation and deployment of targeted offers to guests
• Supporting marketing campaigns through the creation of promotion landing pages, pop-ups, interstitials
• Collaborating with the Web & CRM Marketing Manager to ensure hotel, brand and loyalty promotions are merchandised on the brand website
• Assisting in the creation and deployment of brand promotions
• Collaborating with the marketing, loyalty and distribution team to ensure all promotions are merchandised on the brand website with correct rate codes and booking links
• Deploying monthly external and internal e-newsletters, preparing presentations and coordinating related materials
• Setting goals, strategies and tactics within CRM marketing in accordance with company goals, together with the Web & CRM Marketing Manager
• Setting, developing and driving CRM Objectives & Key Results to optimize growth, profitability, customer experience and customer life cycle
• Constantly improving and developing our data-driven customer experience and communication – based on insights and KPIs
• Identifying promotional opportunities based on guest profile preferences and analytics
• Providing regular hotel partner support and web-based training on maximizing the CRM system
• Ensuring email templates and files are consistently maintained, organized and updated
• Assisting in the compilation and distribution of monthly Guest Satisfaction Survey KPIs and other reports

Skills/Knowledge/Experience:

• Undergraduate degree from an accredited university or college
• Minimum two-three years’ work experience with CRM and/or email marketing systems including deployments and data analysis
• Demonstrated experience with CMS applications
• Demonstrated experience with HTML and CSS
• Full proficiency in English, with excellent oral and written communication and interpersonal skills
• A unique combination of technical, analytical, quantitative and creative skills
• Strong project management skills with good time management
• Full proficiency in English, with excellent oral and written communication and interpersonal skills
• Experience in the hospitality or tourism industry is an asset
• Positive team player with a can-do attitude who can thrive in a fast-paced, highly collaborative business environment
• Demonstrates superior customer service attitude
• Familiarity with the OKR method is an asset
• Not content with the status quo; driven to contribute to positive change and growth
• Exemplifies Coast Hotels’ core values and enjoys working in a culture of accountability
• Candidates must be local to Vancouver, BC

Upon hire, candidates must provide COVID-19 vaccine card.  

Coast Hotels offers a variety of benefits, including competitive wages & benefits, employee discounts, training & development, career advancement opportunities & more!

Please apply at: https://can62e2.dayforcehcm.com/CandidatePortal/en-US/coasthotels/Posting/View/3324

Post Date: June 10, 2022 Deadline for Application: June 17, 2022