Who we are
Bed Reservations, booking specialists for hospitality.
The principal activity of Bed Reservations is selling hostel accommodation worldwide. We specialise in securing room and food and beverage revenue in our European properties.
Our core services include sales, revenue management, marketing, and e-commerce.
As experts in turning interest into action, we empower hospitality businesses to attract more guests and maximise their revenue generation potential.
The Role
The CRM Manager plays a key role in managing guest communications and digital touchpoints across our portfolio of hostels in Europe.
Reporting to the Head of Revenue & Distribution, this role owns the CRM platform and guest lifecycle communications, ensuring that the automated journey, campaigns and digital messaging supports direct bookings and guest engagement.
The role also contributes to improving the digital guest experience, supporting website updates, coordinating with external partners and helping optimise digital tools such as the AI chatbot.
It is a role suited to someone who has experience working with CRM systems, improving automations using innovation, and collaborating with multiple teams to optimise the digital booking experience.
Key Responsibilities
CRM & Guest Lifecycle
- Own and manage the CRM platform, ensuring effective audience segmentation, data quality and GDPR-compliant data management.
- Build, maintain and optimise automated guest journeys across all company channels (e.g. email, WhatsApp), including pre-arrival, post-stay and re-engagement communications.
- Manage the scheduling and deployment of CRM campaigns using existing and new content provided by the Marketing department.
- Monitor CRM performance and campaign results, identifying opportunities to improve engagement, conversion and guest retention.
- Work closely with Revenue and Marketing teams to ensure CRM activity support occupancy goals, promotions and commercial priorities for B2C and same pattern with the Sales Team Lead for B2B.
- Maintain CRM data integrity, audience segmentation and campaign reporting.
Digital Experience & Website
- Manage website content updates through the CMS to ensure accuracy, clarity and alignment with marketing campaigns.
- Support improvements to the website booking journey in collaboration with the Head of Revenue, Marketing and external developers.
- Coordinate with web development partners to implement updates, fixes and improvements to the website when required.
- Ensure digital content and messaging is consistent across CRM communications and website pages.
Digital Tools & Integrations
- Support the optimisation of the guest AI chatbot, ensuring responses and flows align with guest needs and the booking journey.
- Collaborate with developers and technology partners to ensure appropriate tracking and measurement are implemented across digital touchpoints (e.g. GA4, GTM).
Data & Performance Insights
- Monitor and analyse CRM and digital channel performance using tools such as Google Analytics and CRM reporting dashboards, collaborating with our in-house data analyst.
- Produce clear reports summarising campaign performance, guest engagement and digital funnel insights.
- Provide recommendations for improvements to CRM journeys and guest communications.
Collaboration
- Work closely with the Head of Revenue & Distribution to ensure CRM activity supports commercial priorities and direct booking performance.
- Partner with the Marketing team, who provide campaign messaging, creative assets and brand guidelines.
- Coordinate with external partners including SEO agencies, CRM providers and web development teams to implement improvements and resolve issues.
- Share insights and updates with internal stakeholders across marketing, revenue and operation.
Who are you:
- You have significant and demonstrable experience working with CRMs and website development
- Experience managing customer lifecycle campaigns
- You are analytical, and have a string ability to analyse data and identify trends or process improvements
- You understand direct marketing principles, SEO and content strategy
- Collaborative by nature, you enjoy working across departments with multiple stakeholders
- Genuinely interested in making travelers’ stays memorable through seamless digital communication
- You are agile, and comfortable with new tech and system changes
- You have a growth mindset, and are genuinely interested in continuous learning