About Choice Hotels

Choice Hotels International, Inc. is a leading hospitality company with a portfolio of world-class brands including Comfort Inn, Quality Inn, Radisson, Clarion, Cambria Hotels, and more. With over 7,500 hotels spanning 46 countries, Choice Hotels powers travel for millions through innovative loyalty programs like Choice Privileges. Our commitment to performance excellence, customer focus, and inclusion drives us to deliver exceptional guest experiences worldwide. As a Senior Manager, Customer Relationship Management, you'll play a pivotal role in enhancing member loyalty and revenue for these iconic brands.

Role Overview

The Senior Manager, Customer Relationship Management at Choice Hotels is a strategic marketing leadership position based in North Bethesda, Maryland. Reporting to the Director of Loyalty Marketing Communications, this onsite role focuses on leveraging personalized email and SMS communications to boost Choice Privileges member engagement, lifetime value, and incremental revenue. You'll orchestrate customer journeys across brands like Comfort Inn, Quality Inn, and Radisson, partnering with internal teams, external agencies, and brand partners to align with broader business goals. This is an opportunity to lead CRM innovation in the dynamic hospitality industry, driving measurable growth through data-driven strategies.

Key Impact Areas

From crafting high-ROI email campaigns to mentoring a talented CRM team, you'll be at the forefront of omni-channel marketing, ensuring seamless integration with digital, content, and partnership efforts.

Key Responsibilities

In this role, you'll spearhead email strategy and execution to drive revenue and loyalty. Lead the development of personalized customer journeys for key segments and partners, supported by a robust test-and-learn roadmap. Collaborate closely with internal stakeholders and external partners to align campaigns, manage the annual email calendar, and secure content for timely deployment.

Email Strategy and Execution

Design and optimize member and partnership email campaigns that increase purchases and brand affinity. Cultivate partnerships for performance transparency and shared insights while mentoring CRM Analysts.

Loyalty and Partnership Orchestration

Identify new revenue opportunities through high-impact campaigns, ensuring cross-channel alignment and integration with Brand Strategy teams to amplify marketing efforts for Choice Hotels and partners.

Marketing SME

Stay ahead of industry trends, MarTech advancements, and competitors. Champion the consumer voice, foster data-driven innovation, and deliver senior management-ready ROI reporting.

Qualifications & Requirements

Success demands 6-8 years of extensive CRM experience, with deep expertise in email channels, SMS, and lifecycle touchpoints. You'll need proven hands-on execution skills, analytical prowess to inform test-and-learn roadmaps, and a strong grasp of integrated marketing communications.

Experience & Skills

• Highly analytical with ability to translate insights into action
• Collaborative leader skilled in influencing cross-functional teams and partners
• Excellent project management, communication, presentation, and problem-solving abilities
• Proficient in MS Office; basic email building skills

Education

Bachelor's degree in Marketing, Advertising, Communications, or related field preferred, or equivalent experience. Uphold Choice Hotels' values: collaboration, performance excellence, sense of urgency, inclusion & diversity, integrity, customer focus, and respect.

Benefits & Perks

Choice Hotels offers a competitive salary range of $123,663 - $142,600 annually, plus performance-based incentives. Enjoy comprehensive benefits including medical, dental, vision coverage, 401(k) with company match, paid time off, and tuition reimbursement. As a hotel industry leader, relish exclusive employee discounts at Choice brands like Comfort Inn, Quality Inn, and Radisson—perfect for travel enthusiasts. Additional perks include wellness programs, flexible work-life balance, and recognition programs.

Career Growth

At Choice Hotels, career advancement is a priority. This Senior Manager role positions you for executive leadership in loyalty marketing, with opportunities to influence global strategies. Benefit from mentorship, training in cutting-edge MarTech, and cross-functional exposure. Many leaders started in similar roles, growing into VP positions amid our expanding portfolio.

Why Join Choice Hotels

Choice Hotels stands out in hospitality with innovative loyalty programs, diverse brands like Comfort Inn for reliable stays, Quality Inn for value, and upscale Radisson options. Work onsite in vibrant North Bethesda, Maryland, near DC, with a collaborative culture fostering innovation. Drive real impact: your CRM strategies will enhance guest experiences for millions, generating revenue across thousands of properties. Join a company prioritizing employee success, diversity, and customer-centric growth in the thriving travel sector.

Role FAQs

Is this role onsite?

Yes, #LI-Onsite in North Bethesda, Maryland.

What salary can I expect?

$123,663 - $142,600 USD annually, based on experience.

Do I need email marketing experience?

Yes, 6-8 years in CRM with hands-on email/SMS execution required.

What brands will I work with?

Choice Privileges loyalty program supporting Comfort Inn, Quality Inn, Radisson, and partners.

Are hotel discounts offered?

Yes, generous discounts for employees at Choice Hotels properties worldwide.

This role is full-time. Apply now to elevate your career in hospitality marketing at Choice Hotels!