CRM Manager

loveholidays; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading company in the travel industry as a CRM Manager, where you will take charge of customer retention and engagement strategies. You will lead a team and work collaboratively to implement effective campaigns, leveraging data to maximize customer satisfaction and commercial opportunities.

Benefits

Company pension contributions at 5%

Individualised training budget

Discounted holidays

25 days of holidays per annum plus 8 public holidays

Enhanced maternity/paternity leave

Cycle to work scheme

Qualifications

• Experience in developing CRM strategies within the online travel industry.
• Proven experience as a CRM Manager or in a similar role.
• Self-starter with the ability to thrive in a dynamic environment.

Responsibilities

• Lead development and implementation of CRM strategies.
• Manage and mentor the CRM team.
• Analyse campaign performance to drive insights.

Skills

Analytical skills

Communication

Project management

Problem-solving

Team management

Tools

Braze

Looker

Job description

Why loveholidays?

At loveholidays - we trailblaze together. 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.

We’re using progressive tech to drive cutting-edge innovation and open the world to everyone. Within our Commercial and Support teams, you'll find a place to accelerate your growth by actively seeking learning opportunities and carving your own path. You'll create impact for our future by owning projects and shaping the business strategy to reach shared goals, all within our enhanced international community of collaborative and passionate teams.

The impact you’ll have:

As a CRM Manager you'll play a pivotal role in accelerating loveholidays' customer retention and engagement strategies. You, alongside one reportee, will be responsible for all automated campaigns across email, push notifications and in-app messaging, ensuring each customer receives the right communication, at the right time, via the right channels.

Your day-to-day:

• Lead the development and implementation of the CRM strategy, aligning with business objectives and customer needs
  
  
• Manage and mentor the CRM team, fostering a culture of collaboration, innovation, high performance and data driven marketing
  
  
• Collaborate with trading, supply teams and marketing teams to develop and execute CRM campaigns aligned with business goals, focusing on creating personalised experiences for customers and maximising the commercial opportunity
  
  
• Leverage customer data and analytics to identify opportunities for segmentation, personalisation, and automation
  
  
• Conceptualise and design effective CRM campaigns across multiple channels (email, push notifications, in-app messages) to drive customer engagement and conversion
  
  
• Conduct thorough A/B testing and other optimisation techniques to improve campaign effectiveness
  
  
• Analyse campaign performance to identify trends, measure ROI, and inform future strategies
  
  
• Stay up-to-date with the latest CRM trends, best practices, and emerging technologies.
  
  

Your skillset:

• Experience in developing CRM strategies within the online travel industry or a similar fast-paced, customer-centric environment
  
  
• Proven experience as a CRM Manager or in a similar leadership role
  
  
• Analytical skills and ability to leverage data to drive insights
  
  
• Experience in using CRM platforms and data analysis tools, preferably Braze
  
  
• Self-starter with a strong work ethic and the ability to thrive in a dynamic, fast-paced environment
  
  
• Excellent communication and stakeholder management skills
  
  
• Ability to manage and motivate a team
  
  
• Strategic thinking and problem-solving abilities
  
  
• Project management skills and experience
  
  

Desirable (optional)

• Basic Liquid training will be provided
  
• Preferred experience with Braze and Looker

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.

The interview journey:

1. TA Screening - 20 mins
   
   
2. Virtual Interview with Head of CRM - 45 mins
   
   
3. In-office interview present task toHead of CRM & Director of Organic Marketing + meeting withSenior People Business Partner &Head of Editorial - 1 hour 30mins