Assistant Director of CRM Platform & Data Governance

About the Company

Minor Hotels is at the heart of the world’s most exciting cities, nestled on the world’s most beautiful beaches, and hidden within the most remote jungle retreats. Let us show you the world, from seamless city stays to exclusive safari lodges and luxury resorts on private islands. Savour world-class dining at our collection of Wolseley restaurants, or sip cocktails with trendy socialites at SEEN. Embrace holistic wellness through revitalising therapies, or embark on the journey of a lifetime by train, luxury cruise or private jet. Wherever your adventure takes you, we’re there. Discover the world with Minor Hotels.

About the Role

The Assistant Director of CRM Platform & Data Governance supports the business by governing and advancing the CRM platform ecosystem to ensure strategic alignment, commercial optimisation, and operational stability for campaign execution and personalisation at scale. The role leads platform governance, coordinates internal teams and specialist resources, and requires direct working knowledge of Salesforce Marketing Cloud and Data Cloud while directing specialist resources effectively.

Responsibilities

• Own the governance framework and standards for the enterprise CRM marketing stack, defining how platforms should be configured and maintained across regions
• Define and oversee CRM consent configuration requirements, working with Legal, Compliance, and specialist resources to ensure guest consent preferences and audience reachability rules
• Own the CRM onboarding process for properties and outlets, defining standards for configuration, governance compliance, segmentation and contact rules, and coordinating delivery with specialist resources
• Manage platform user access, roles, and permissions across global and regional teams
• Own CRM enhancement QA and release governance, establishing standards and sign-off processes for journey builds, automations, and platform deployments with testing supported by specialist resources
• Define requirements for customer data operations supporting marketing use cases, including audience management, identity resolution standards, and data quality thresholds, and oversee delivery by internal and external resources
• Act as the organisation's customer profile champion, setting standards for data accuracy, deduplication, and anonymous-to-known profile merge, and overseeing refinement of complex merge logic
• Partner with Business Intelligence on data architecture alignment, defining data residency and upstream requirements to support segmentation and personalisation at scale
• Lead vendor and partner relationships across the CRM platform ecosystem, managing technology vendors, coordinating implementation and consulting partners, and aligning with IT on infrastructure and security requirements
• Serve as the internal point of contact on CRM platform capabilities, translating technical feasibility questions from marketing into clear direction for specialist resources
• Monitor emerging CRM platform and marketing technology trends and provide recommendations on platform enhancements
• Stay current on data privacy regulations and adapt platform governance standards in response
• Continuously improve platform operations, workflow efficiencies, and governance processes across the function

Qualifications

• Proven hands-on experience with Salesforce Marketing Cloud, Salesforce Data Cloud, and Salesforce Personalisation, including configuring, enhancing, and optimising platform setups
• Strong working knowledge of customer data platform concepts, including identity resolution, audience segmentation, consent integration, and data quality principles
• Familiarity with consent management principles and regulatory requirements including GDPR, and ability to define CRM-side requirements and oversee implementation
• Understanding of data governance frameworks, data residency, upstream/downstream data flows, and data quality standards for marketing use cases
• Proven project management skills, able to manage multiple concurrent platform workstreams and coordinate internal and external resources
• Strong vendor and partner management experience, directing implementation and consulting partners and holding them accountable to delivery standards