Guest Value & CRM Manager, Costa Navarino

Costa Navarino is in Messinia in the southwest Peloponnese, in one of the most unspoiled and breathtaking landscapes in the Mediterranean. It is currently home to four 5-star deluxe hotels, The Romanos, a Luxury Collection Resort and The Westin Resort at Navarino Dunes, W-Costa Navarino and Mandarin Oriental at Navarino Bay. In the coming years, more upscale branded hotels will be added to our portfolio, both in Messinia and Athens.

Navarino Dunes Costa Navarino facilities include 766 bedroom units award winning Anazoe Spa, a 4,000m2 spa & thalassotherapy center, four multi-awarded, signature golf courses, over 20 fine dining venues, 5,000 m2 House of Events and a wide range of sports, such as the “Mouratoglou Tennis Center”, Bayern Munich football academy, Navarino Outdoor and many more.

W Costa Navarino, exclusively for adults and young adults over 12 years old, offers 226 stylish rooms, 2 bedroom suites and 3 bedroom villas with infinity private pools, staged in the Bay of Navarino with stunning Ionian Sea views, The Watersports Center, The Away Spa and gym with a heated 25m-long lap pool, including the new Navarino Agora, an open marketplace with retail, street food, open-air cinema and exciting programming throughout the day and night.

Role Purpose

Costa Navarino is looking for its Guest Value and CRM Manager. The Manager of Guest Value, CRM & Digital Platforms is responsible for leading the execution of guest lifecycle strategy across the destination, translating guest insight into targeted commercial action.

The role owns CRM strategy and activation, loyalty mechanics, and the commercial performance of key guest-facing digital platforms, with the objective of increasing Guest Lifetime Value, repeat behavior, engagement, and incremental non-room revenue.

This role acts as the key delivery lead of the function, combining strategic thinking with hands-on execution across CRM, analytics activation, and digital platform performance.

Key Responsibilities

• Guest Lifecycle, CRM & Data Activation

• Own end-to-end guest lifecycle strategy and execution across all stages (pre-arrival, on-property, post-stay, off-cycle)
• Define and govern CRM strategy, including segmentation, targeting, prioritization, and personalization logic
• Design and deploy Next Best Action frameworks to drive conversion, cross-sell, and repeat behavior
• Translate segmentation, business insights, and predictive models into campaigns, journeys, and triggers
• Own CRM platform capabilities and campaign orchestration, including planning, execution, testing, and optimization
• Own Guest Lifetime Value (LTV) logic and performance improvement across key segments, including loyalty mechanics and repeat guest growth
• Lead high-impact analysis and ensure CRM activity is directly linked to measurable commercial outcomes
• Partner with IT to continuously improve data availability, structure, and quality, ensuring a robust foundation for analytics and CRM activation

• Digital Platforms & Product Ownership

• Own the commercial performance of Costa Navarino App and CN Pass, with focus on conversion, engagement, and revenue contribution
• Oversee key experience booking platforms and relevant digital guest journeys, ensuring they are commercially effective and operationally sound
• Lead the rollout of new digital features and improvements in coordination with IT, product, and external partners
• Ensure digital platforms support guest lifecycle objectives, loyalty mechanics, and commercial priorities

• Commercial Activation

• Translate commercial priorities, including experiences, bundles, and targeted offers, into lifecycle campaigns, rewards’ promos and digital activation plans
• Drive incremental revenue through coordinated activation across digital and selected on-property touchpoints
• Ensure alignment of offers, availability, timing, and messaging across relevant guest communication channels
• Support continuous improvement of performance through structured testing, feedback loops, and data-led optimization

• Team Leadership

• Lead, guide, and develop a small team of specialists across CRM campaign execution and digital commerce support
• Set priorities, monitor performance, and ensure high-quality delivery against business objectives
• Provide clear direction and maintain strong execution discipline across the function

Requirements:
Qualifications & Experience

• Bachelor’s degree in Business, Marketing, Economics, Analytics, or related field
• Master’s degree in Business, Marketing, Economics, Analytics, or related field
• 4-5 years of experience in CRM, customer lifecycle, and analytics within consumer-driven environments
• Experience in hospitality (hotel, travel, cruises) is important
• Experience in consumer-driven, data-intensive environments (e.g. telecom, e-commerce, gaming, fintech, insurance)
• Experience with digital platforms and customer-facing applications (e.g. apps, booking engines)
• Strong analytical background with hands-on experience, including both developing and applying models, building segmentation analysis
• Proven experience in translating customer data, segmentation, and predictive models into commercial actions with measurable revenue impact
• Working experience with SPSS Modeler is considered a strong asset
• Proven experience with CRM platforms (e.g. Salesforce Marketing Cloud / Salesforce CRM), including campaign orchestration, lifecycle journey design, and performance optimization
• Experience owning or contributing to commercial targets (e.g. revenue generation, conversion, data acquisition)

Key Skills & Profile

• Strong commercial mindset, with clear ownership of revenue generation, conversion, and guest value growth
• Ability to operate at both strategic and execution level, contributing to direction while remaining hands-on when needed to ensure delivery within a lean structure
• Team leadership and coaching ability, with experience managing and developing mid-level profiles while maintaining direct involvement in execution
• Strong analytical thinking, with ability to challenge, interpret, and apply data to business decisions
• High sense of urgency, ownership, and accountability
• Strong communication and stakeholder management skills, with ability to operate as a peer counterpart across Marketing, Operations, IT, Sales and Revenue
• Ability to navigate and influence within a complex, cross-functional environment
• Solid negotiation skills to align priorities and drive execution across multiple teams

Benefits:
• Competitive compensation package
• On going training opportunities
• Private Medical Plan
• Use of Costa Navarino Facilities, according to the relevant policies
• Phone - Mobile Plan
• Laptop