The Assistant Marketing Manager - Campaigns will be responsible for continuously analyzing relevant customer information to improve engagement and drive business growth across all brands i.e. ITC Hotels, Welcomhotels, Mementos and Storii. In the CRM transformation / project phase the role will also be responsible for coordinating with internal and stakeholders through all phases of design, implementation testing and audit. On a routine basis, they will collaborate with brand managers & loyalty custodians to develop a calendar for all communications in line with business objectives, manage and maintain the company's CRM database, develop a sound understanding of customer behavior and segmentation, optimize and refine campaigns to maximize ROI & engagement across all channels.
Primary Responsibilities include but are not limited to:
- Own the end‑to‑end campaign ecosystem by leading the design, execution, and optimization of integrated omnichannel campaigns across Email, SMS, WhatsApp, App Notifications, and social platforms, ensuring seamless delivery aligned with business objectives.
- Build and strengthen the customer data foundation through comprehensive CRM ownership, including first‑ and second‑party data acquisition, cleansing, enrichment, governance, and ensuring data readiness for high‑impact, targeted engagement.
- Drive intelligent customer profiling by creating robust customer profiles, segments, and cohorts that enable personalized, relevant, and timely communication across all lifecycle stages.
- Orchestrate automated customer journeys by leveraging marketing automation platforms (Oracle CRM preferred) to design and manage trigger‑based, drip, and always‑on journeys spanning onboarding, repeat purchase, reactivation, loyalty, and share‑of‑wallet growth.
- Translate business needs into data‑led campaign strategies by partnering with HQ, hotel teams, and brand stakeholders to understand objectives and convert them into actionable, insight‑driven campaign roadmaps and communication calendars.
- Drive performance through continuous testing and optimization, including A/B testing, send‑time optimization, journey experimentation, and segmentation refinement to maximize engagement, conversion, and ROI.
- Measure impact and own analytics by tracking campaign performance using defined KPIs, attribution models, and conversion metrics, and by analyzing results to uncover trends, insights, and optimization opportunities across channels.
- Enable stakeholders through insights and governance by working cross‑functionally to ensure consistent messaging, supporting project phases with documentation and audits, and regularly reporting performance, learnings, and best practices to senior leadership.
Qualifications & Education Requirements:
- 3+ years experience in a similar role with Bachelors or Masters degree in related fields of study.
- Data‑Led CRM Expertise - Strong grasp of 1P data, customer profiling, segmentation, database hygiene, and Excel‑based analysis, with the ability to turn data into actionable insights and measurable outcomes.
- Marketing Automation & Platforms - 2+ years of hands‑on experience with CRM and campaign tools (Oracle Responsys preferred; Salesforce, Netcore, Zoho), including journey building, triggers, workflows, STO, testing, and audits.
- Omnichannel Campaign Execution - Proven capability to design, run, and optimize campaigns across Email, SMS, WhatsApp, App Notifications, and social channels, with working knowledge of email design and content effectiveness.
- Performance Measurement & Optimization - Skilled in defining KPIs, attribution models, A/B testing, experimentation, and continuous optimization to improve engagement, conversion, and ROI.
- Structured Thinking & Strong Ownership - Ability to break down complex business problems into clear campaign solutions, collaborate effectively with cross‑functional teams, influence stakeholders, and deliver with speed, accountability, and precision.
