London, England, United Kingdom · On-site
About Rocco Forte Hotels Founded in 1996 by Sir Rocco Forte and his sister, Lady Olga Polizzi, Rocco Forte Hotels is a family-led collection of 14 distinctive hotels, resorts, luxury serviced apartments and residences lo…
Skills: CRM Analysis, Marketing Analytics, Data Governance, Customer Segmentation, Excel
London, England, United Kingdom • On-site
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The role focuses on integrating and analyzing guest and marketing data to create personalized engagement strategies and actionable business insights. It involves maintaining data integrity across CRM and digital platforms while establishing measurement frameworks for marketing performance.
Candidates should have approximately 3 years of experience in CRM or marketing analytics, preferably within the hospitality or luxury sectors. Proficiency in Excel, CRM platforms, and digital analytics tools like GA4 is required.
Founded in 1996 by Sir Rocco Forte and his sister, Lady Olga Polizzi, Rocco Forte Hotels is a family-led collection of 14 distinctive hotels, resorts, luxury serviced apartments and residences located in some of Europe’s most iconic destinations. Each property is a landmark, combining local culture and architectural grandeur in exceptional locations, from Rome to Edinburgh and Sicily to Munich. We pride ourselves on creating exceptional experiences for our guests, defined by genuine warmth, refined elegance, and a deep connection to each hotel’s local culture.
The Role
As CRM & Marketing Data Analyst, you will join the CRM team at the Head Office of Rocco Forte Hotels in Central London, reporting to the Director of CRM & Marketing Programs. Working closely with the CRM, Marketing and Digital teams, you will ensure guest and marketing data are effectively integrated, analysed and translated into insights that support more personalised guest engagement and informed business decisions.
In this role, you will help maintain the integrity and governance of the CRM environment, ensuring guest data remains accurate, compliant and optimised to support marketing performance and guest experience initiatives. You will transform complex datasets into clear, actionable insights that inform strategy across Marketing, Digital and Operations.
You will also contribute to wider data-driven marketing initiatives, including website performance analysis, personalisation, audience strategy and marketing attribution.
The ideal candidate is analytical, curious and comfortable working in a fast-paced, international environment. Strong Excel skills are essential, and experience with Adobe Campaign would be an advantage. A genuine interest in the travel, loyalty and luxury sectors is highly valued. This is an excellent opportunity for a data-driven professional who enjoys translating insight into meaningful actions that strengthen guest relationships and support commercial growth.
Key Responsibilities
· Maintaining a single, trusted guest profile across CRM, PMS, loyalty and digital platforms. The role ensures strong data quality by monitoring duplication, profile completeness and identity resolution across guest touchpoints. You will support the accurate capture of guest preferences, recognition details and consent records while ensuring data governance practices align with privacy regulations and brand standards.
· Analysing guest behaviour, stay patterns and lifetime relationship value to develop meaningful audience segments. A key part of the role is translating complex data into clear recommendations that can be easily understood and used by non-technical stakeholders.
· Analysing digital journeys to understand guest expectations and booking behaviour across brand websites and support initiatives that improve digital experiences.
· Helping establish reliable measurement frameworks across CRM, digital and marketing platforms. Ensuring data accuracy across systems and present insights in a way that supports informed decision-making across teams.
· Identifying high-value audiences and behavioural trends to support communication strategies and acquisition planning. The role will also enable the activation of CRM insights into media platforms in a privacy-safe manner and support campaign planning through data-driven projections and performance analysis.
Who we are looking for
We are seeking an analytical and curious individual who is passionate about understanding guests and translating data into meaningful insights. The ideal CRM & Marketing Data Analyst will bring:
· Approximately 3 years’ experience in CRM, marketing analytics or customer insights, ideally within hospitality, travel, loyalty or other service-led environments
· Hands-on experience with CRM platforms and customer databases, with a strong understanding of guest data structures and segmentation.
· Strong analytical and numerical skills, with experience working with large datasets and identifying meaningful patterns
· Experience developing automated dashboards and reporting frameworks to support data-driven decision-making
· Familiarity with digital analytics platforms (such as Google Analytics / GA4) and website performance analysis
· The ability to translate complex data into clear, actionable insights for marketing, digital and commercial teams
· Understanding of data governance, privacy and consent management principles
Why join us at Rocco Forte Hotels?
Our Team Members are our greatest asset, and we strive to create a fun, engaging work environment. We are committed to giving our Team Members the skills and support required to deliver unrivalled service, and most importantly, to grow in their careers.
Our benefits include:
Enhanced employer pension contribution
Private medical insurance
Daily Meal allowance
Free access to gym and fitness classes
Opportunities for professional development and training
Discounted rates at any of our 5-star properties
Learning and development opportunities
Ready to take the next step in your career? Apply now to become a part of Rocco Forte Hotels' great world-class team who will support you and make you feel like you are one of the family.
Rocco Forte The Charles Hotel is a hospitality company based out of Sophienstrasse 28, München, Bavaria, Germany.
Offices: Sophienstrasse 28, München, Bavaria 80333, DE
View all jobs at The Charles Hotel, a Rocco Forte HotelRocco Forte The Charles Hotel is a hospitality company based out of Sophienstrasse 28, München, Bavaria, Germany.
Offices: Sophienstrasse 28, München, Bavaria 80333, DE
View all jobs at The Charles Hotel, a Rocco Forte Hotel