Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 13 days ago

Head of CRM, Customer Engagement & Intelligence

Belmond248 open roles

Where
London
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowHead of CRM, Customer Engagement & IntelligenceBelmond · London

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Belmond's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.4%1 day
  2. 3.5%3 days
  3. 7.7%7 days
  4. 13.4%14 days
  5. 34.5%30 days
This job: posted 13 days ago

The posting

The Head of CRM, Customer Engagement & Intelligence will lead Belmond’s global approach to customer engagement. The role owns the strategy and operational excellence for CRM, clienteling, recognition, personalisation and customer intelligence.

The role will help Belmond better understand, recognise and grow the value of customers over time, while embedding a more customer-centric way of working across the organisation.

MAIN DUTIES AND RESPONSIBILITIES:

CRM, Lifecycle Engagement and Journey Orchestration

  • Evolve Belmond’s global CRM and lifecycle strategy to support the company’s business objectives.
  • Drive Belmond’s customer data strategy from a business perspective, creating a single view of the customer and improving identity resolution in partnership with the data team.
  • Design priority CRM journeys and campaigns using AI-driven clustering, segmentation, and automation,
  • Improve how Belmond captures and uses customer data in CRM, focusing on data quality.

Clienteling

  • Operationalize and scale Belmond’s clienteling program for high-value guests growing number and value of clienteling guest.
  • Develop outreach models that support retention, advocacy, and repeat stays.
  • Shape requirements and adoption for clienteling tools.

Customer Intelligence

  • Define the intelligence needed to understand customer value, behaviour, preferences and opportunities.
  • Establish a practical voice-of-the-customer insight loop to capture signals and operational pain points; co-own on-property feedback capture and action planning with Operations.
  • Share actionable insight with Commercial, Marketing, Operations, and property teams to inform decisions and support prioritization of projects.

Recognition and Personalisation

  • Define how Belmond recognises and treats customers differently based on value, context, preferences and relationship history.
  • Embed recognition and personalisation moments across the customer journey, working closely with marketing, Customer Contact Organization and Operations.

Data and AI Experimentation

  • Use data, analytics and AI capabilities to improve customer engagement outcomes.
  • Establish a framework and process for continuous testing and measurement to improve performance.
  • Pilot use cases such as propensity signals, and next-best-action.
  • Partner with Data and AI teams while owning business adoption and measurable value in this area.

Leadership and Cross-Functional Delivery

  • Align Digital, Commercial, Marketing, Operations, Contact Centre and properties around a more customer-centric way of working.
  • Support strategic initiatives such as Source City, prioritising and scaling activity based on customer value, business impact and operational feasibility.
  • Explore and implement any relevant LVMH partnership opportunities

Requirements

  • Strategic paid media or e-commerce background (luxury/hospitality experience preferred).
  • Deep expertise in CRM, lifecycle engagement, A/B testing, and optimization.
  • Must be fluent with AI, data strategy, and AI-driven personalization/campaigns.
  • Proven ability to scale clienteling for high-value guests and embed recognition across journeys.
  • Cross-functional leadership across digital, commercial, marketing, and operations.

Benefits

What We Offer

At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

  • Complimentary and preferred rate experiences at our iconic destinations
  • Private medical insurance and dental plans
  • Group pension plan
  • 25 days of annual leave (excludes UK bank holidays)
  • Lifestyle and employee assistance programs
  • Onsite gym facilities

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you’ll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities and each other.

At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests.

This is your moment. Apply today!

About Us

Belmond was born from a passion for connecting discerning travellers with the world’s most remarkable properties, locations and journeys. From hotels and trains to river cruises and safari lodges, Belmond’s Slow Luxury invites guests to discover a new pace of travel as they savour time, engage with local culture, and connect with nature and people around them through incomparable experiences and unforgettable stories. With a legacy spanning over 45 years, since the acquisition of Hotel Cipriani in Venice in 1976, Belmond has grown into a global collection of 43 properties spread across 24 countries and territories. Exceptional destinations connected by legendary journeys are the very soul of Belmond, where the path that brings you to a place is as important as the destination itself. A pioneer of slow travel, Belmond has been operating the Venice Simplon-Orient-Express since 1982. Belmond later expanded to include pristine beach resorts, such as Maroma on the Riviera Maya, historic hideaways such as Villa San Michele in the Florentine foothills, urbane icons, such as Copacabana Palace in Rio de Janeiro, and gateways to UNESCO world heritage sites, such as Hotel das Cataratas in Brazil’s Iguassu National Park. As proud custodians of storied properties, Belmond is committed to building on the past to create a new legacy: the heritage of the future. Working with communities and local talents, together with the world’s most respected chefs, designers and artists, Belmond continues its purpose of perpetuating the legendary art of travel. Since 2019, Belmond has been part of the world’s leading luxury group, LVMH (Moët Hennessy Louis Vuitton).

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Belmond's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Belmond's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Belmond's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.