Director of Guest Engagement & CRM Strategy

Location: Ft. Lauderdale; full-time hybrid office environment. International travel may be required.

Company

hirify.global extends the Ritz-Carlton luxury hospitality brand into ultra-luxury travel at sea.

What you will do

• Define and lead global guest engagement, activation, reactivation, and lifecycle strategies across the sales journey.
• Improve inbound lead conversion through segmentation, prioritization logic, engagement sequencing, and intent-based outreach timing.
• Develop personalized, multi-channel engagement across outbound calls, email, SMS, and digital touchpoints.
• Operationalize clienteling through CRM playbooks, interaction standards, call guidance, and outreach frameworks.
• Use behavioral insights, engagement data, and conversion outcomes to improve targeting, messaging, sequencing, and revenue impact.
• Lead cross-functional alignment across Sales, Marketing, Revenue Management, and Analytics while developing a culture of continuous improvement.

Requirements

• Bachelor’s degree in hospitality management, business administration, or a related field, or 10+ years of progressive leadership experience in luxury hospitality, travel, cruise, or high-end retail.
• At least 5 years of experience in a director-level role and 5+ years in guest engagement, sales strategy, CRM, or customer lifecycle management.
• Deep clienteling experience using guest data, behavioral insights, and past interactions to drive personalized engagement and incremental revenue.
• Experience operationalizing clienteling within CRM platforms such as Salesforce.
• Experience with sales engagement platforms such as Outreach.IO, Gong, or Sales Loft.
• Strong analytical, commercial, leadership, and cross-functional collaboration skills, with the ability to balance long-term strategy and near-term execution.

Culture & Benefits

• Work in a luxury hospitality environment guided by Ritz-Carlton Gold Standards.
• Full-time hybrid work in a typical office environment.
• International travel may be required.
• Inclusive employment environment focused on trust, respect, integrity, commitment, quality of life, and individual development.