CRM Project Manager

Club Med profile:
Established in 1950, Club Med is the pioneer and the leader of premium all-inclusive holidays for families and active couples. Club Med has been continuously innovating over the last 75 years and now market, exclusively sell and operates 70+ resorts across the globe. Club Med offers a new way of experiencing holidays in its upscale and multicultural resorts, aiming to become the most desirable lifestyle travel brand for all.

Club Med South African Beach & Safari Resort opening in July 2026 will be transformational for the South African hospitality landscape.

The Role & Missions:
Club Med’s SA office is looking for its CRM Project Manager, a newly created position. You will be directly reporting to the Marketing Manager for Southern Africa

As a CRM Project Manager, you will be responsible for delivering CRM campaigns required to grow and develop the South African market across B2C and B2B channels. You will work closely with colleagues in the marketing & sales teams, Europe Africa BU teams based in Paris and the other CRM marketing teams in Europe Africa, to execute effective CRM marketing strategies.

Mission 1: Customer Relationship Management (CRM)
- Design effective CRM/PRM programs to maximize customer loyalty, retention, and lifetime value across B2C and B2B
- Plan and operate targeted communication campaigns
- Use customer data to personalize communications and offers
- Collaborate with the global technical team to resolve technical issues and improve functionality
- Be the lead and point-of-contact for in-person events that focus on increasing customer awareness and/or providing increased value for existing customers
- Measure the performance of the campaigns, optimizing the plans to meet the business’ needs
- Use analysis tools to monitor CRM and site performance, generating regular reports on trends, KPIs and results

Mission 2: Loyalty and Retention (database, loyalty management and recruitment)
- Identify opportunities to grow the database via key CRM and lead generation projects (e.g. lead acquisition campaigns) and best practices to optimize the database.
- Lead new customers acquisition projects pertaining to CRM to improve likelihood of repurchase
- Lead loyalty projects covering annualization projects on status of loyal customers working alongside Europe CRM team

Mission 3: Report & analysis of the internal data (data base specificities, booking pattern, key destination, calendar analysis )
- Analysis the internal data through tools to understand better the specificities of the database with their interests using Google Analytics 4
- Be able to recommend optimization according to the internal data & external calendar

Mission 4: Coordinate Trade Marketing Campaigns as per partners’ needs (travel agencies) and own Marketing calendar
- Working closely with the Sales and Marketing Managers for the planning of a trade marketing calendar
- Direct coordination and execution of digital marketing campaigns (CRM, Social Media displays
- b2b2c) to promote brand and offers with our partnering distributors (South African travel agencies).
- Develop a Travel Agent Relationship Management Strategy (Dashboard, analysis, key metrics ) to support the Sales Team in their understanding of travel agents’ potential and identify their “Life Time Value” Development based on ROI.
- Be the primary liaison in the day-to-day support of the Sales Team (coordinating advertising, product and offer information, marketing materials)

Mission 5: Partnerships for database growth.
- Identify opportunities to create partnerships with similar inspiring brands for database growth/ customers acquisition (in charge of full spectrum from identification, definition of partnership, budget allocation and execution: online, offline, event )

Your profile:

- At least 4 years of experience in CRM/Marketing and advanced level on CRM tools. Basic HTML and coding knowledge required. Proficiency on Salesforce and Acoustic is a plus.
- Excellent written and verbal communication skills, with a strong command of grammar, punctuation, and style in English
- Experience within the travel or luxury industry. Knowledge of the travel industry b2c and b2b, market trends, and consumer behaviour is a plus. Demonstrated relationships within the travel industry on both consumer and trade publications would be a plus
- Proficiency in using marketing and analytics tools and ability to learn new platforms quickly
- Results-driven mindset with a focus on campaign management and performance
- Excellent understanding of product and brand communication requirements
- Excellent attention to detail. Agile and proactive mind-set to drive innovation. Good interpersonal relationships. Proven ability to multi-task and work to deadlines. Ability to react quickly.
- Excellent communication and interpersonal skills to effectively collaborate with internal and external stakeholders