CRM Executive

loveholidays; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

loveholidays is seeking a CRM Executive to enhance customer communications across various channels. This role includes optimizing the post-booking journey, managing campaign communications, and collaborating with teams to boost customer satisfaction. With perks like a generous holiday allowance and training budget, it's an exciting opportunity within a dynamic environment.

Benefits

Company pension contributions at 5%

Individualised training budget

Discounted holidays for you and friends

25 days of holidays per annum

Enhanced maternity/paternity leave

Cycle to work scheme

Qualifications

• 1-2 years experience within a CRM role.
• Experience using analytics platforms such as Looker or Tableau.
• Ability to write and edit HTML email templates.

Responsibilities

• Manage day to day process of optimising/updating/creating communications.
• Review performance and implement new initiatives to optimise campaigns.
• Collaborate with Customer Success team to improve customer experience.

Skills

HTML email templates

Analytical skills

Collaboration

Planning and organization

Tools

Iterable

Mailgun

Looker

Tableau

Job description

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At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

Reporting to the Senior CRM Executive, the CRM Executive will work closely with both the loveholidays’ Marketing team and the Manage team. The CRM Executive will be responsible for the effective communication with customers across a number of touchpoints and channels such as email, SMS and push.

Identify opportunities to optimise the customer post-booking journey through a number of different channels in order to increase our Trustpilot and Customer Satisfaction ratings

Manage day to day process of optimising/updating/creating of automated and ad hoc communications across all markets

Ensuring that all communications are accurate and function as required – including creative, data and audience selections, and links/onward journeys

Partnering with the creative teams to ensure that content and creative are in line with brand guidelines, relevant to the target audience and follow industry best practice

Review performance on a daily, weekly and monthly basis, and share ideas/implement new initiatives to optimise campaigns accordingly, ensuring channel and business KPIs are being met

Implement a test and learn approach to maximise channel and customer insights and drive efficiency of communications

Review competitor activity and share updates with wider marketing and creative teams to inspire new opportunities

Establish ways of working to ensure collaborative and efficient relationships with the Manage team

Work closely with the Customer Success team on various initiatives to improve the overall customer experience, focusing on customer communications

1-2 years experience within a CRM role

Technical competency, including ability to write and edit HTML email templates

Experience using platforms such as Iterable, Mailgun, Ortto, Braze, Twilio or similar to create email, push, and SMS campaigns, as well as segmentation using custom data

Experience using analytics platforms such as Looker or Tableau to monitor performance, and strong excel skills

Collaborative nature and ability to build strong cross-functional relationships

Ability to think on your feet, entrepreneurial spirit and adaptability to change

Experience of improving customer metrics through different forms of communication

Excellent planning and organisational skills

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.