Overview
Banyan Group is an independent, global hospitality company with purpose. We are proud of our pioneering spirit, design-led experiences and commitment to responsible stewardship. Our extensive portfolio spans across over 80 hotels and resorts, over 60 spas and galleries, and 14 branded residences in over 20 countries. Comprising 12 global brands, including the flagship brand Banyan Tree, each distinct yet united under the experiential membership programme with Banyan. The founding ethos of “Embracing the Environment, Empowering People” is embodied through the Banyan Global Foundation and Banyan Management Academy. Banyan Group is committed to remaining the leading advocate of sustainable travel, with a focus on regenerative tourism and innovative programmes that elevate the guest experience.
The Role
The System Operations Manager is the operational backbone of the Loyalty & Insights team, responsible for end-to-end configuration, management and execution of campaigns across Salesforce Marketing Cloud and CRM Cloud. Acting as the primary liaison between the Business and IT, this role drives system build excellence through rigorous process management, cross-functional coordination and sound platform expertise.
Key Responsibilities
Platform Configuration & Technical Operations
- Configures Salesforce Marketing Cloud, CRM & Loyalty Cloud to match the roadmap for the loyalty programme and EDM campaign effectiveness, translating business requirements into platform solutions.
- Supports configuration and quality validation of configurations and campaigns in Salesforce and CMS platforms.
- Maintains content for loyalty-related email marketing and all customer touchpoints, ensuring accuracy, brand alignment and timely deployment.
Campaign Management & Execution
- Leads Marketing Cloud and CRM Cloud requirements gathering for all campaigns and projects, ensuring briefs are technically complete before build commences.
- Establishes and maintains end-to-end campaign workflows encompassing review, stakeholder approvals, quality assurance, measurement, insights and optimisations across both global and member databases.
- Oversees the campaign calendar and serves as the primary campaign lead for all day-to-day activities, prioritising requests based on availability, bandwidth and business goals.
- Coordinates with stakeholders on campaign rules, eligibility criteria and operational involvement to ensure seamless end-to-end execution.
Stakeholder & Demand Management
- Acts as the primary liaison between the Business and IT — translating high-level business needs into actionable technical requirements.
- Aids with demand management: assessing incoming requests, scoping effort and aligning resourcing with programme priorities.
- Proactively communicates campaign status, risks and timelines to stakeholders throughout the delivery lifecycle.
Required
Skills & Qualifications
- At least 5 years of experience in CRM, marketing automation or digital marketing operations.
- Hands-on experience with Salesforce platform including Marketing Cloud (Email Studio, Automation Studio, Journey Builder), CRM Cloud or an equivalent loyalty/CRM platform.
- Strong project management and campaign operations skills — able to manage multiple concurrent workstreams.
- Excellent stakeholder management and communication skills.
Preferred
- Salesforce Marketing Cloud and CRM certification.
- Experience in the hospitality or travel sector, particularly with loyalty programmes.
- Familiarity with loyalty CMS platforms and member database management.
- Experience working in an agile or CoE delivery model.
