Choice Hotels International
Senior Manager, Customer Relationship Management
Choice Hotels International, North Bethesda, Maryland, United States
Senior Manager, Customer Relations Management
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Senior Manager, Customer Relations Management
role at
Choice Hotels International .
Job Summary The Senior Manager, Customer Relationship Management is a strategic marketing role focused on driving growth and loyalty through personalized email and SMS communications for Choice Hotels’ loyalty members and brand partners. This role strengthens Choice Privileges member engagement, increases lifetime value, and generates incremental revenue by delivering relevant, timely messaging across the customer journey. Reporting to the Director of Loyalty Marketing Communications, the Senior Manager leads CRM strategy and execution, including customer journey design and cross‑channel marketing orchestration. The role partners closely with internal teams, external partners, and agencies to align with broader marketing and business objectives and plays a key leadership role in guiding cross‑functional stakeholders.
Responsibilities
Drive revenue through email marketing: lead the strategy, execution, and optimization of member and partnership email campaigns that increase purchases and brand loyalty, supported by a robust test‑and‑learn roadmap.
Craft data‑driven strategies: design personalized customer journeys to support key segments and partners across multiple touchpoints, maximizing engagement and ROI.
Cultivate strong partnerships: partner with internal teams and external stakeholders to ensure campaign alignment, performance transparency, and shared learning.
Manage a talented team: guide and mentor CRM Analyst(s), fostering their growth and contribution.
Collaborate with key stakeholders to identify and develop high‑impact marketing campaigns that align with Choice Hotels and partner needs.
Develop and manage the annual email campaign calendar, prioritizing initiatives based on organizational goals and maximizing loyalty marketing success.
Partner with internal teams to secure all necessary content and assets, ensuring seamless and timely deployment of marketing campaigns.
Collaborate with Brand Strategy and Partnership teams to create comprehensive marketing strategies, amplifying external marketing efforts for Choice Hotels and our partners.
Monitor industry trends, MarTech advancements, and competitor efforts to identify opportunities that enhance Choice Hotels’ omni‑channel marketing approach.
Articulate customer perspectives and marketing strategies to internal and external audiences, representing Choice Hotels' marketing efforts with confidence and clarity.
Champion a culture of data‑driven testing and learning, partnering with Content, Creative, and Digital teams to continuously improve performance.
Translate campaign performance into actionable insights and senior‑management‑ready reporting that demonstrates ROI.
Qualifications
6‑8 years of extensive experience in Customer Relationship Management.
Deep expertise in the email channel and insights to drive strategy across the customer journey, including previous hands‑on execution of email, SMS, and lifecycle touchpoints.
Highly analytical, with the ability to translate insights into action and inform a test‑and‑learn roadmap that improves loyalty and channel effectiveness.
Strong understanding of integrated marketing communications across traditional and digital channels, with experience managing marketing initiatives and evaluating campaign performance metrics.
Collaborative and influential leader with the ability to drive alignment across internal teams and external partners.
Must be decisive, with strong strategic thinking.
Technical Skills
Strong verbal, written and listening communication skills.
Strong interpersonal skills and demeanor.
Excellent project management skills.
Excellent analytical and problem‑solving skills.
Strong attention to detail and accuracy.
Strong presentation skills.
Proficient in the use of MS Office applications such as Outlook, Word, PowerPoint and Excel.
Basic understanding and skill in building emails.
Additional Skills & Competencies
Ability to work in a team‑oriented and cross‑functional environment.
Ability to work independently and collaboratively.
Ability to develop and manage successful internal and external relationships.
Ability to uphold Choice’s Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.
Education Requirements
Bachelor’s degree in Marketing, Advertising or Communications, or related field, from a four‑year college or university; or equivalent combination of education and experience, is preferred.
Salary Range The salary range for this position is $123,663 – $142,600 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
Benefits
Competitive compensation and benefits, including medical, dental, and vision coverage.
Leave and paid time‑off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
Financial benefits for retirement and health savings.
Employee recognition programs.
Discounts at Choice hotels worldwide.
About Choice Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world, with 7,500 hotels in 45+ countries and territories. Our mission is to provide high‑quality lodging options across the upper upscale, upper midscale, midscale, extended stay, and economy segments. We are committed to supporting the entrepreneurial dreams of our franchise owners and delivering value to associates, guests, and the communities we serve.
Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Hospitality
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Senior Manager, Customer Relations Management
role at
Choice Hotels International .
Job Summary The Senior Manager, Customer Relationship Management is a strategic marketing role focused on driving growth and loyalty through personalized email and SMS communications for Choice Hotels’ loyalty members and brand partners. This role strengthens Choice Privileges member engagement, increases lifetime value, and generates incremental revenue by delivering relevant, timely messaging across the customer journey. Reporting to the Director of Loyalty Marketing Communications, the Senior Manager leads CRM strategy and execution, including customer journey design and cross‑channel marketing orchestration. The role partners closely with internal teams, external partners, and agencies to align with broader marketing and business objectives and plays a key leadership role in guiding cross‑functional stakeholders.
Responsibilities
Drive revenue through email marketing: lead the strategy, execution, and optimization of member and partnership email campaigns that increase purchases and brand loyalty, supported by a robust test‑and‑learn roadmap.
Craft data‑driven strategies: design personalized customer journeys to support key segments and partners across multiple touchpoints, maximizing engagement and ROI.
Cultivate strong partnerships: partner with internal teams and external stakeholders to ensure campaign alignment, performance transparency, and shared learning.
Manage a talented team: guide and mentor CRM Analyst(s), fostering their growth and contribution.
Collaborate with key stakeholders to identify and develop high‑impact marketing campaigns that align with Choice Hotels and partner needs.
Develop and manage the annual email campaign calendar, prioritizing initiatives based on organizational goals and maximizing loyalty marketing success.
Partner with internal teams to secure all necessary content and assets, ensuring seamless and timely deployment of marketing campaigns.
Collaborate with Brand Strategy and Partnership teams to create comprehensive marketing strategies, amplifying external marketing efforts for Choice Hotels and our partners.
Monitor industry trends, MarTech advancements, and competitor efforts to identify opportunities that enhance Choice Hotels’ omni‑channel marketing approach.
Articulate customer perspectives and marketing strategies to internal and external audiences, representing Choice Hotels' marketing efforts with confidence and clarity.
Champion a culture of data‑driven testing and learning, partnering with Content, Creative, and Digital teams to continuously improve performance.
Translate campaign performance into actionable insights and senior‑management‑ready reporting that demonstrates ROI.
Qualifications
6‑8 years of extensive experience in Customer Relationship Management.
Deep expertise in the email channel and insights to drive strategy across the customer journey, including previous hands‑on execution of email, SMS, and lifecycle touchpoints.
Highly analytical, with the ability to translate insights into action and inform a test‑and‑learn roadmap that improves loyalty and channel effectiveness.
Strong understanding of integrated marketing communications across traditional and digital channels, with experience managing marketing initiatives and evaluating campaign performance metrics.
Collaborative and influential leader with the ability to drive alignment across internal teams and external partners.
Must be decisive, with strong strategic thinking.
Technical Skills
Strong verbal, written and listening communication skills.
Strong interpersonal skills and demeanor.
Excellent project management skills.
Excellent analytical and problem‑solving skills.
Strong attention to detail and accuracy.
Strong presentation skills.
Proficient in the use of MS Office applications such as Outlook, Word, PowerPoint and Excel.
Basic understanding and skill in building emails.
Additional Skills & Competencies
Ability to work in a team‑oriented and cross‑functional environment.
Ability to work independently and collaboratively.
Ability to develop and manage successful internal and external relationships.
Ability to uphold Choice’s Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.
Education Requirements
Bachelor’s degree in Marketing, Advertising or Communications, or related field, from a four‑year college or university; or equivalent combination of education and experience, is preferred.
Salary Range The salary range for this position is $123,663 – $142,600 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
Benefits
Competitive compensation and benefits, including medical, dental, and vision coverage.
Leave and paid time‑off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
Financial benefits for retirement and health savings.
Employee recognition programs.
Discounts at Choice hotels worldwide.
About Choice Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world, with 7,500 hotels in 45+ countries and territories. Our mission is to provide high‑quality lodging options across the upper upscale, upper midscale, midscale, extended stay, and economy segments. We are committed to supporting the entrepreneurial dreams of our franchise owners and delivering value to associates, guests, and the communities we serve.
Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Hospitality
#J-18808-Ljbffr