Manager, Global CRM Strategy
National Black MBA Association, Chicago, IL, United States
The Opportunity
Hyatt Hotels Corporation seeks an enthusiastic CRM Global Strategy Manager to join Global CRM team. In this role, you will be collaborating closely with the broader marketing, loyalty, digital, product, operations and analytics teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.
Who We Are At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.
As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences and jobs into careers.
Why Now? This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People What sets us apart is our purpose—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.
We’re proud to offer exceptional corporate benefits which include:
Annual allotment of free hotel stays at Hyatt hotels globally
Flexible work schedule
Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on‑site fitness center
A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
Paid Time Off, Medical, Dental, Vision, 401K with company match
Who You Are As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.
The Role As Manager, Global CRM Strategy, you are responsible for driving cross‑channel CRM lifecycle and campaign strategy, including defining audience, journey design, personalization and testing approaches to drive revenue, customer engagement and loyalty. You will serve as a subject‑matter expert on our CRM channels, partnering closely with marketing stakeholders and collaborating with Marketing Operations, MarTech, Product and Analytics teams to bring strategies to life.
Design cross‑channel CRM campaign strategies for marketing initiatives aligned to business objectives – crafting audiences, journey maps, messaging direction and testing plans
Define and evolve end‑to‑end lifecycle strategies to drive engagement, retention, and revenue across key member moments
Translate CRM strategies into clear, actionable briefs and documentation to enable seamless execution by Marketing Operations teams
Identify testing strategies and hypotheses aligned to business objectives, in partnership with analytics teams who execute and evaluate results
Partner with analytics to evaluate and improve campaign effectiveness with actionable recommendations
Collaborate cross‑functionally with Product, MarTech and Operations teams to onboard new CRM capabilities
Elevate industry trends, emerging technologies and best practices to improve program strategy, effectiveness and consumer experience
Experience Required
5‑7 years of experience in CRM or digital marketing strategy (email, push, direct messaging) at an agency, consultancy or in‑house marketing team
Strong strategic thinking and ability to connect CRM to business outcomes
Understanding of personalization, segmentation and testing frameworks
Collaborative and organized; demonstrated ability to work cross‑functionally and manage multiple projects
Excellent stakeholder management, presentation and communication skills
Experience Preferred
Bachelor’s degree or higher in business management, marketing or a related field
Experience in hospitality, travel or loyalty
Experience in lifecycle marketing and customer journey design
Familiarity with CRM tools (knowledge of Braze is a plus)
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
The salary range for this position is $100,000 to $115,000. This position is also eligible to earn incentive awards, an annual bonus, monthly or quarterly incentives, etc.
The final pay rate/salary offered to the successful candidate will depend on experience, skill level, and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
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Who We Are At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.
As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences and jobs into careers.
Why Now? This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People What sets us apart is our purpose—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.
We’re proud to offer exceptional corporate benefits which include:
Annual allotment of free hotel stays at Hyatt hotels globally
Flexible work schedule
Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on‑site fitness center
A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
Paid Time Off, Medical, Dental, Vision, 401K with company match
Who You Are As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.
The Role As Manager, Global CRM Strategy, you are responsible for driving cross‑channel CRM lifecycle and campaign strategy, including defining audience, journey design, personalization and testing approaches to drive revenue, customer engagement and loyalty. You will serve as a subject‑matter expert on our CRM channels, partnering closely with marketing stakeholders and collaborating with Marketing Operations, MarTech, Product and Analytics teams to bring strategies to life.
Design cross‑channel CRM campaign strategies for marketing initiatives aligned to business objectives – crafting audiences, journey maps, messaging direction and testing plans
Define and evolve end‑to‑end lifecycle strategies to drive engagement, retention, and revenue across key member moments
Translate CRM strategies into clear, actionable briefs and documentation to enable seamless execution by Marketing Operations teams
Identify testing strategies and hypotheses aligned to business objectives, in partnership with analytics teams who execute and evaluate results
Partner with analytics to evaluate and improve campaign effectiveness with actionable recommendations
Collaborate cross‑functionally with Product, MarTech and Operations teams to onboard new CRM capabilities
Elevate industry trends, emerging technologies and best practices to improve program strategy, effectiveness and consumer experience
Experience Required
5‑7 years of experience in CRM or digital marketing strategy (email, push, direct messaging) at an agency, consultancy or in‑house marketing team
Strong strategic thinking and ability to connect CRM to business outcomes
Understanding of personalization, segmentation and testing frameworks
Collaborative and organized; demonstrated ability to work cross‑functionally and manage multiple projects
Excellent stakeholder management, presentation and communication skills
Experience Preferred
Bachelor’s degree or higher in business management, marketing or a related field
Experience in hospitality, travel or loyalty
Experience in lifecycle marketing and customer journey design
Familiarity with CRM tools (knowledge of Braze is a plus)
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
The salary range for this position is $100,000 to $115,000. This position is also eligible to earn incentive awards, an annual bonus, monthly or quarterly incentives, etc.
The final pay rate/salary offered to the successful candidate will depend on experience, skill level, and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
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