spinhireMarketing & Guest Experience Manager (CRM, Retention, CX)
About the specialist
A marketing and guest experience manager with about 15 years in hospitality and services, including 9+ years focused on HoReCa and F&B marketing across restaurant chains, cafes, delivery services and multi-location businesses. Currently leads marketing and guest experience for a multi-location restaurant network with a team of 5, and previously headed development and marketing for a hospitality group of 7 brands and 20+ locations, owning budgets, contractors and a team of 6. Core areas: customer journey analysis, online reputation, loyalty and retention mechanics, promotions aimed at visit frequency and average spend, competitor analysis and marketing reporting. Earlier background in business development and international tourism sales, including partnerships with tour operators and hotels. No iGaming, betting or casino experience so far; transferable strengths are CRM, retention and customer experience.
Skills
Work experience
Head of Marketing / Guest Experience & Marketing Manager - multi-location burger restaurant chain - 2021-present: manages guest experience, service quality and online reputation across the network, runs loyalty and promo mechanics for visit frequency and average spend, leads a marketing team of 5.
Head of Development & Marketing - hospitality group of 7 brands and 20+ locations - [скрыто]: marketing and customer experience for restaurants, cafes, coffee shops and delivery concepts; online reputation, loyalty programmes, media and influencer collaborations; budgets, contractors and a team of 6.
Business Development / Tourism Partnerships Manager - international restaurant brand franchise - [скрыто]: growth and promotion plans, audience segmentation, campaign budgets and effectiveness, partnerships with tour operators, guides and hotel concierge teams.
Business Development Manager - beauty services company - [скрыто]: new client acquisition, needs analysis, commercial proposals, contracts and CRM database management.
Senior International Tourism Manager - travel agency - [скрыто]: international travel sales, end-to-end customer support, visa and insurance paperwork, customer database development.
Guest Services / Operations Manager - international ferry operator - [скрыто]: guest assistance, service issue resolution, staff coordination and onboard accommodation standards.
International Tourism Manager - travel company - 2010-2013: travel product sales and client relationship management.
Education
Specialist Degree, Social & Cultural Services and Tourism - state university, 2011 Course: Cyber Marketing - targeted advertising / performance marketing, 2021
Preferred geography
Malta
Languages
Russian - Native; English - B1 (Intermediate, actively improving spoken communication; comfortable with business correspondence, reports and presentations in English)