Executive, Customer Relationship Management

Pan Pacific Hotels Group is a young and dynamic company comprising three well-established and trusted brands; Pan Pacific®, PARKROYAL COLLECTION® and PARKROYAL®. We have aggressive expansion plans and as such, we are looking for motivated and energetic people to be part of our growing team. If you have a passion for the industry and are driven by the desire to create Service Excellence Culture, Pan Pacific Hotels Group can offer you great opportunities as we continue to strengthen our global footprint.

Based at our Corporate Office in Singapore, we are looking for a passionate and energetic individual to join us as Executive, Customer Relationship Management (CRM).

Job Responsibilities

The Executive's role is to drive the Group's customer relationship management and lifecycle marketing activities across our portfolio of hotels and resorts. This is primarily a CRM-focused role as well as supporting the Group's loyalty programme, Pan Pacific DISCOVERY and related administrative coordination. This is a hands-on role suited to an organised, analytical and customer-focused marketer who enjoys working across CRM campaigns, customer data, reporting and cross-functional projects.

The successful candidate will work closely with hotels and corporate teams including Commercial, Marketing, Digital, IT, Finance and other business functions, as well as external technology and programme partners.

Primary Responsibilities

CRM & Lifecycle Marketing (Core)

• Coordinate the planning and execution of Group CRM and customer lifecycle marketing programmes.
• Drive targeted customer communications across key lifecycle stages including welcome, pre-arrival, post-stay, birthday, tier progression, reactivation and retention.
• Leverage on customer segmentation using guest profile, stay behaviour, loyalty status and campaign engagement data.
• Manage end-to-end CRM campaigns including audience selection, campaign briefing, content coordination, setup, testing, deployment and reporting.
• Conduct pre-deployment QA checks to ensure accuracy of audience selection, content, links, personalisation, tracking and campaign setup.
• Manage Group CRM campaign calendar and coordinate communications across corporate and hotel stakeholders.
• Monitor campaign performance — delivery, engagement, conversion, revenue and other CRM KPIs — and prepare performance reports with actionable insights.
• Run A/B tests to optimise customer journeys, communications, offers and campaign timing.
• Support customer database quality, consent management and data-governance initiatives.
• Support CRM, marketing automation and loyalty platform enhancements, including requirements gathering, UAT and issue resolution.
• Liaise with Digital, IT, hotels and external vendors on CRM-related projects and operational requirements.

Reporting & Analytics

• Prepare regular CRM performance reports for periodic management reporting.
• Maintain corporate and hotel performance dashboards, ensuring reporting accuracy and timely updates.
• Track campaign KPIs and highlight key trends, opportunities and areas requiring attention.
• Support analysis of customer behaviour, campaign engagement, member segmentation and loyalty programme performance.

Loyalty & Programme Support

• Support day-to-day execution of the Pan Pacific DISCOVERY loyalty programme and mobile app across participating hotels, internal stakeholders and partners.
• Coordinate loyalty campaigns, member promotions and other programme activities.
• Support programme training and enquiries, coordinating with hotels and partners where necessary.
• Maintain loyalty programme SOPs, guidelines, FAQs and training materials.

Budget & Finance Administration

• Support the tracking of the annual Loyalty and CRM operating budget.
• Process purchase requisitions, purchase orders, invoices and related supporting documentation.
• Monitor expenditure, commitments, accruals and budget utilisation.
• Liaise with Finance and Procurement on invoicing, vendor payments and reconciliation where required.

Programme Administration & Cooordination

• Manage the Loyalty/CRM team's shared mailbox and coordinate enquiries from hotels and internal stakeholders.
• Maintain campaign, project and operational trackers and follow up on outstanding actions.
• Coordinate meetings, prepare meeting materials and maintain action logs where required.
• Support vendor administration, including quotations, procurement documentation and contract renewal tracking.
• Provide administrative and project coordination support for CRM and Loyalty initiatives.

The Person

• Degree or Diploma in Marketing, Business, Hospitality, Communications or a related discipline.
• 1–3 years of relevant experience in CRM management, lifecycle marketing, digital marketing or related areas.
• Experience with Oracle Responsys or comparable CRM/marketing automation platforms is advantageous.
• Experience in hospitality, travel, retail, or loyalty marketing is advantageous.
• Comfortable working with data and preparing reports using Microsoft Excel, PowerPoint and Data Studio.
• Strong project coordination skills with good attention to detail.
• Good written and verbal communication skills.
• Able to manage multiple campaigns, deadlines and stakeholders simultaneously.
• Comfortable balancing marketing-led work with operational and administrative responsibilities.
• Proactive, organised and able to work independently as well as collaboratively within a team.

Pan Pacific Hotels Group is an equal opportunity employer.

We regret that only shortlisted candidates will be notified.