CRM Marketing Manager

We are seeking a CRM Marketing Manager to join our vibrant Surry Hills Head Office. This role will drive our email direct marketing and guest engagement initiatives to enable a deeper brand connection through data lead insights, audience segmentation and engaging lifecycle marketing.

Reporting to the Director, Digital Marketing, our CRM Marketing Manager will lead Salesforce Marketing initiatives across our hotel guest communication. This hands-on role is central to driving CRM marketing strategy using automation and data driven process to deliver personalised guest experiences that increase engagement and drive leads and direct revenue growth across rooms, restaurants, spas and conference & event bookings.

• Develop and execute CRM and loyalty strategies for B2C and B2B audiences, including lifecycle journeys, segmentation and lead generation
• Optimise campaign frequency, contact governance and CRM database integrity
• Analyse campaign performance and customer data to provide actionable insights that shape strategic decisions
• Manage end-to-end email campaigns and automated marketing journeys, including testing, QA and reporting
• Build responsive, mobile first emails using HTML, CSS, AMPscript, and leverage A/B testing to maximise results
• Collaborate with media agencies and IT teams on integrations, audience creation and technical support
• Contribute to campaign asset creation, copywriting and brand storytelling as required

• Lead Salesforce marketing Cloud and support Sales Cloud initiatives across multiple hotels, shaping CRM strategy from concept to execution
• Build automation, data driven guest journeys that feel personal seamless and engaging
• Collaborate with passionate marketing teams, media agencies and IT experts to deliver impactful campaigns
• Be at the forefront of leveraging data, AI and Automation to reimagine guest engagement in a luxury hospitality context

• Highly skilled with CRM platforms (ideally Salesforce Marketing Cloud) and marketing tools (e.g. Email Studio, Journey Builder, Automation Studio, CloudPages).
• Experience with CRM and connectors, APIs, and marketing automation integrations.
• Proficiency in SQL, HTML, CSS, AMPscript; familiarity with JavaScript a plus.
• Proven experience in CRM or lifecycle marketing dealing with highly segmented, multi-variable data sets
• Analytical and strategic, you thrive on using data to drive decisions and create measurable impact
• You are an exceptional communicator and collaborator, able to inspire teams and stakeholders alike
• Creative, curious and forward thinking, you have a passion for automation, data driven personalisation and AI driven marketing

You will work alongside exceptional people in a supportive, collaborative and agile environment. We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

• 50% F&B discount across all Crystalbrook restaurants and bars
• $99 room rates and a generous friends and family discount
• Enhanced parental Leave and lifestyle benefits
• A commitment to a green future through enhanced sustainability practices
• Access to our internal mobility program and team reward schemes
• Online learning and training with tailored career development pathways
• A culture of collaboration, elevating experiences and diversity
• Limitless career opportunities in a fast growing, dynamic environment
• Regular service recognition and team engagement events

We value diversity and inclusion, welcoming people of all backgrounds. If you need adjustments during the recruitment process, let us know so we can support you to perform at your best.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references.

Crystalbrook Collection is an award-winning hotel development and management company, proudly showcasing Australia's newest portfolio of distinctive upscale hotels, restaurants and bars where differences are applauded. In just seven years, we own and manage luxury hotel assets worth over AU$1 billion across NSW and QLD. Our growth trajectory continues with exciting plans for new hotels in Adelaide and Canberra during 2026 and continued ambitions for further expansion both domestically and internationally.

At Crystalbrook Collection, we do things differently. Driven by our mission to harness the spirit of wonder, we embrace responsible luxury with positivity, creativity, and fun, delivering locally unique hospitality experiences for our community. We\'re not just another hotel group — we\'re a bold, sustainably minded collection that puts people and place at the heart of everything we do. Guided by our values - We are Customer Obsessed, We are Collaborators, and We are Courageous - we're passionate about creating extraordinary guest experiences and shaping a new era of hospitality.