CRM Manager

loveholidays; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a CRM Manager, where you'll drive customer engagement and retention strategies. In this pivotal role, you'll lead a dynamic team to develop impactful CRM campaigns across various channels, ensuring personalized experiences for customers. With a focus on data-driven insights and collaboration, you'll play a key role in maximizing commercial opportunities. This innovative firm offers a supportive environment for personal growth and professional development, making it an exciting opportunity for those passionate about enhancing customer experiences in the travel industry.

Benefits

Company pension contributions at 5%

Individualized training budget

Discounted holidays

25 days of holidays per annum

Enhanced maternity/paternity leave

Cycle to work scheme

Season ticket loan

Eye care vouchers

Qualifications

• Experience in CRM strategies within online travel or customer-centric environments.
• Proven leadership experience in CRM management.

Responsibilities

• Lead CRM strategy development and implementation aligned with business goals.
• Analyze campaign performance to inform future strategies.

Skills

CRM Strategy Development

Data Analysis

Team Management

Stakeholder Management

Project Management

Communication Skills

Problem-Solving

Strategic Thinking

Tools

Braze

Looker

Job description

Why loveholidays?

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:

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:

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

Your skillset:

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

Desirable (optional):

1. Basic Liquid training will be provided.
2. 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:

1. Company pension contributions at 5%.
2. Individualized training budget for you to learn on the job and level yourself up.
3. Discounted holidays for you, your family, and friends.
4. 25 days of holidays per annum (plus 8 public holidays), increasing by 1 day for every second year of service, up to a maximum of 30 days per annum.
5. Enhanced maternity/paternity leave.
6. 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 to Head of CRM & Director of Organic Marketing + meeting with Senior People Business Partner & Head of Editorial - 1 hour 30 mins.