CRM & Web Specialist

2 weeks ago

Vancouver, Canada Coast Hotels Full time

Your company, your values, your career

Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our Ambassadors.

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

Additionally, you 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 digital 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 You Are - You are interested in the customer journey life cycle, understanding customer behavior, 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**:
The key responsibilities of our Web & CRM Specialist include but are not limited to:

- Collaborating with all properties of Coast Hotels to assist in designing and implementing customized promotions for guests.
- Collaborating with the marketing, loyalty, and distribution teams 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
- Collaborating with the Web & CRM Marketing Manager to define objectives and key results (OKRs), digital marketing plans, and strategies that align with the company's goals.
- Implementing and executing Web & CRM strategies and tactics to enhance growth, profitability, guest experience, and customer life cycle.
- Constantly improving and developing our data-driven customer experience and communication - based on insights and KPIs.
- Identifying promotional opportunities by analyzing guest profile preferences and Google Analytics reports.
- Offering consistent support to hotels and providing online training to help maximize the CRM system.
- Assisting in the compilation and distribution of monthly Guest Satisfaction Survey KPIs and other reports.

**Skills/Knowledge/Experience**:

- Post-secondary education
- Proficient in analyzing and interpreting data from Google Analytics 4 to gain insights and inform marketing strategies.
- Full proficiency in English, with excellent oral and written communication and interpersonal skills
- Demonstrated experience with HTML and CSS
- Exemplifies Coast Hotels’ core values and enjoys working in a culture of accountability.
- A unique combination of technical, analytical, quantitative, and creative skills
- Strong project management skills with good time management
- 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.
- Not content with the status quo; driven to contribute to positive change and growth.
- Demonstrates superior customer service attitude.
- Familiarity with the OKR method is an asset.

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

Coast Hotels is an Equal Opportunity Employer
Coast Hotels would like to thank all interested applicants
Only those selected for an interview will be contacted

NO PLACE LIKE COAST

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