• Proactive account management of existing customers • Driving adoption and reactivation to improve software usage • Supporting onboarding of new customers • Clearly and courteously explaining digital solutions • Documenting activities in the CRM system • Assisting with trade shows and events

• Manage and optimise guest communication journeys across the portfolio. • Oversee lifecycle automations and guest communication workflows. • Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective. • Monitor guest journey performance and continuously identify opportunities for improvement. • Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly. • Own the creation and execution of all brand-level newsletters. • Write compelling and engaging copy for CRM communications. • Create newsletter layouts and supporting creative assets using approved brand templates and tools. • Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency. • Manage editorial calendars and campaign scheduling. • Oversee CRM activity across all properties. • Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines. • Support hotel teams with campaign planning, audience targeting, and CRM execution. • Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership). • Produce monthly CRM performance reports for the portfolio. • Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution. • Analyse campaign performance and provide actionable recommendations. • Ensure reporting standards are consistent across all properties. • Maintain high standards of database health and data quality.

• Serve as key support contact for providers, responding to inquiries and resolving issues in a timely and professional manner. • Build and maintain positive relationships with Marketplace providers to promote engagement and satisfaction. • Actively manage procedure additions and deletions, and create new bundles as needed. • Manage customer requests and follow established processes for issue resolution. • Monitor customer activity and proactively identify opportunities to improve the customer experience, including mitigating partner attrition. • Provide guidance on Marketplace tools, features, and best practices.

• Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts • Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products • Develop account success plans aligned to retailer goals, KPIs, and revenue targets • Proactively identify risks, opportunities, and optimization paths • Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) - track the success • Evangelize customers knowledge of product services and advise them on how to grow their marketing programs • Ensure customers understand and realize measurable value from the platform • Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment • Drive feedback, discovery and outcomes • Translate data into clear, actionable recommendations for customers • Drive renewals and retention outcomes (GRR / NRR) for your portfolio • Identify and support upsell and expansion opportunities in partnership with Sales • Support revenue growth initiatives including new features, media offerings, and pilots • Partner closely with Implementation/solutions engineering during handoff and early lifecycle • Coordinate with Support and Product to resolve issues and escalate feedback • Represent the voice of the customer internally and influence product priorities • Contribute to process improvements, playbooks, and scalable CS programs • Maintain accurate account data, health scores, and forecasts in CRM / CS tools • Track key metrics including adoption, usage, revenue performance, and NPS • Follow established CS processes while contributing to continuous improvement • Other related duties as assigned