- Employment
- Full-time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Luxury Hospitality & Experiential Travel
- Posted
- 9, 2026
About Belmond
Belmond is a distinguished name in luxury travel, curating exceptional hotels, trains, river cruises and safaris in some of the world’s most storied destinations. As an employer, Belmond offers the rare opportunity to contribute to experiences defined by heritage, artistry and deeply personal service, while belonging to a global hospitality house within the LVMH family. The company values intuitive excellence, cultural curiosity and respect for place, encouraging colleagues to become ambassadors of timeless travel. With roles spanning operations, gastronomy, wellness, sales and corporate functions, Belmond fosters careers shaped by craftsmanship, international perspective and the pursuit of unforgettable guest moments.
The Head of CRM, Customer Engagement and Intelligence leads Belmond’s global customer engagement strategy and operational excellence across CRM, clienteling, recognition, personalisation and customer intelligence. The role drives customer data strategy, lifecycle journeys, insight and AI experimentation, while aligning teams across the business to embed a more customer-centric approach.
Role & Responsibilities
- Lead Belmond’s global approach to customer engagement, owning strategy and operational excellence across CRM, clienteling, recognition, personalisation and customer intelligence.
- Evolve the global CRM and lifecycle strategy to support business objectives.
- Drive customer data strategy from a business perspective, creating a single customer view and improving identity resolution with the data team.
- Design priority CRM journeys and campaigns using AI-driven clustering, segmentation and automation.
- Improve the capture and use of customer data in CRM, focusing on data quality.
- Operationalise and scale the clienteling programme for high-value guests, increasing the number and value of clienteling guests.
- Develop outreach models to support retention, advocacy and repeat stays.
- Shape requirements for clienteling tools and drive their adoption.
- 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 insights with Commercial, Marketing, Operations and property teams to inform decisions and prioritise projects.
- 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, the Customer Contact Organisation and Operations.
- 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.
- 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 relevant LVMH partnership opportunities.
Qualifications
- Strategic paid media or e-commerce background; luxury or hospitality experience preferred.
- Deep expertise in CRM, lifecycle engagement, A/B testing and optimisation.
- Fluency in AI, data strategy and AI-driven personalisation and campaigns.
- Proven ability to scale clienteling for high-value guests and embed recognition across customer journeys.
- Cross-functional leadership across digital, commercial, marketing and operations.
Skills
Workplace
This position is based in London, England, UK.
Explore jobs in England or in the UK.
Benefits
Complimentary and preferred-rate experiences at Belmond destinations; private medical insurance and dental plans; group pension plan; 25 days of annual leave, excluding UK bank holidays; lifestyle and employee assistance programmes; onsite gym facilities.
Culture
Belmond fosters a workplace culture rooted in exceptional hospitality, craftsmanship, and a deep respect for the heritage of its iconic hotels, trains, river cruises, and safari lodges. As an employer, it encourages employees to create memorable, highly personalized experiences while nurturing a collaborative, multicultural environment where service excellence and storytelling are central to everyday work.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Belmond, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Director of Customer Relationship Management», «Head of Customer Engagement», «Head of Customer Intelligence», «Customer Engagement and CRM Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.