CLM Manager

Leisure Employment Services; Hemel Hempstead; Hybrid; GBP 52,000 - 72,000; Full time

Benefits offered by this job

Holiday Buy Scheme

Annual bonus

20% discount on Haven/Warner hotels

Wellbeing support

Bourne Leisure corporate box access at

O2 Arena access

Exclusive discounts with corporate |伙伴

Career pathways: Apprenticeships and O

Enhanced family friendly policies and,

Job summary

Bourne Leisure is seeking a Customer Lifecycle Marketing Manager in Hemel Hempstead with a hybrid work setup. You’ll lead data-driven lifecycle campaigns across app, email, SMS and more, guiding the Holidays CRM Executive and owning end-to-end delivery using Bloomreach.

The role focuses on personalisation, analytics, and strategic collaboration to boost bookings and guest loyalty. You will shape lifecycle strategy, deliver impactful always-on triggers, and collaborate with senior stakeholders to

Qualifications

• CRM campaigns experience with measurable results.
• Data-led marketer with ability to interpret insights.
• Experience with Bloomreach and hospitality CRM preferred.

Responsibilities

• Lead and coach the Holidays CRM Executive.
• Design data-driven lifecycle campaigns across channels.
• Own end-to-end campaign delivery using CDP.
• Utilise insights to optimise journeys and offers.
• Collaborate across teams and present to senior stakeholders.

Skills

Bloomreach

Personalisation

HTML/CSS/JSON

Analytics tools

CRM campaigns

Travel/hospitality CRM

Tools

Tableau

Google Analytics

Amplitude

Templating languages

Job description

Customer Lifecycle Marketing Manager Hemel Hempstead (Hybrid - 3 days/week in office) Annual salary + bonus and benefits

Ready to help shape unforgettable holiday experiences for millions of guests? We’re looking for a Customer Lifecycle Marketing Manager who’s excited to lead with heart, think creatively, and bring campaigns to life across our app, email, SMS, WhatsApp and more. In this role, you’ll guide and support our Holidays CRM Executive while owning the full journey of campaign delivery - all with the goal of inspiring guests to book, return, and build memories that last. If you’re passionate about smart, data-led marketing and love turning insights into meaningful results, we’d be thrilled to welcome you to the team.

What you will be doing:

• Leading with support and encouragement, guiding and inspiring our Customer Lifecycle Marketing Executive to deliver confidently while growing their skills and career.
• Bringing our lifecycle strategy to life, shaping and delivering thoughtful, data-led marketing initiatives across CRM channels to drive holiday bookings and upgrades.
• Owning seamless, end-to-end campaign delivery, using our CDP (Bloomreach) to build, analyse and optimise personalised journeys that resonate with guests.
• Championing personalisation and insight, deploying impactful always-on triggers and using analytics to refine campaigns and unlock new opportunities.
• Collaborating across the business, connecting CRM with wider marketing activity, supporting trading needs, presenting ideas to senior stakeholders, and stepping in for the Head of Customer Lifecycle Marketing when needed.

What we’d like you to bring:

• Confidence working with Bloomreach, including building personalised communications, managing platform operations, and creating dynamic content across email and app messaging.
• A comfortable grasp of the technical elements of CRM, with working knowledge of HTML, CSS, JSON and templating or scripting languages (such as Jinja, ERB or EJS) to support automation and personalisation.
• A curiosity for data and the ability to interpret insights using tools such as Tableau, Google Analytics or Amplitude to guide decisions and improve performance.
• Experience delivering effective CRM campaigns, supported by evidence of previous success, the confidence to navigate ambiguity, and the initiative to move projects forward with care and creativity.
• A collaborative and supportive approach, with the ability to guide an executive, inspire colleagues, act with integrity, and bring enthusiasm and curiosity to every challenge.
• Experience in travel/hospitality CRM

What’s In It For You?

• 'Holiday Buy Scheme'
• Annual bonus
• Up to 75% discount on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• Access to the Bourne Leisure corporate box at the O2 Arena ,London
• Exclusive discounts with corporate partners
• Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
• Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?

We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?

Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves. We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?

The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share. We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can.

What We Offer

• Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
• Annual bonus
• 20% discount on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• Access to the Bourne Leisure corporate box at the O2 Arena ,London
• Exclusive discounts with corporate partners
• Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
• Enhanced family friendly policies and pay (eligibility criteria applied)