Director of Lifecycle Marketing and CRM (Remote)

Trailborn Hotel Management•New York, NY

2d•Remote

About The Position

The Director of Lifecycle Marketing and CRM joins the marketing team to lead guest and prospect communications across channels, combining storytelling with the systems and infrastructure that support campaigns. The role partners with channel owners in social, paid media, content, and revenue to develop integrated campaigns from brief through delivery. The position owns email marketing for the Trailborn brand and its hotels and resorts, including planning, content, design, segmentation, and performance. It also manages integrated campaign calendars and performance reporting, and leads the buildout and ongoing optimization of the Revinate CRM. The role designs guest communications across the full lifecycle, from acquisition and pre-arrival through in-stay, post-stay engagement, and loyalty.

Requirements

At least 5 years of marketing experience, including at least 3 years focused on campaign management, email marketing, and/or CRM.
At least 2 years of hands-on Revinate experience building marketing emails, running reports, building automated campaigns, and targeting segments.
Strong writing ability and the ability to draft clean, compelling copy quickly.
Attention to detail, creative vision for email design, and understanding of effective email campaign functionality.
Experience owning and managing an integrated marketing calendar across multiple channels and stakeholders.

Nice To Haves

Marketing experience in hospitality, travel, or a consumer brand.
Experience managing an integrated marketing calendar in Asana.

Responsibilities

Design and build property- and brand-level newsletter emails, and own email marketing KPIs in collaboration with regional property directors.
Own email marketing planning for the Trailborn brand and Trailborn Hotels and Resorts, including intake and briefing, timely delivery, audience segmentation, and timely content.
Develop graphics, headers, and templates for email marketing.
Collaborate with the brand marketing team on newsletter themes and highlights, and write copy for brand newsletters.
Own and maintain the integrated brand marketing campaign calendar, aligning email, social, paid media, on-property, and PR channels around a unified narrative.
Manage guest communications and email campaign calendars for Trailborn properties in collaboration with regional marketing directors.
Track campaign performance, including owned-channel revenue, engagement rates, and total revenue through the customer journey; provide regular recaps with learnings and recommendations.
Lead the buildout and ongoing optimization of the Revinate CRM, including segmentation strategy, audience architecture, and automation workflows.
Define and manage the guest communication roadmap, including pre-arrival sequences, SMS, in-stay messaging, post-stay re-engagement, and loyalty campaigns.
Partner with the broader team to uphold brand voice guidelines and consistency across communications.
Design and manage guest lifecycle messaging for acquisition, activation, engagement, and retention.
Plan and execute campaigns to grow the email database and develop opportunities to reward loyalty.