CRM Manager

Blue Pelican; London; Remote; GBP 50,000 - 60,000; Full time

Job summary

A leading company in the Travel & Hospitality sector is seeking a CRM Manager to develop an innovative customer-first strategy. This remote-first role requires expertise in Salesforce Marketing Cloud and a strong background in data-driven CRM, shaping customer journeys and enhancing engagement.

Qualifications

• Background in CRM, particularly with Salesforce Marketing Cloud.
• Experience in the travel, leisure or hospitality industries is a must.
• Proven ability to manage customer comms planning and campaigns.

Responsibilities

• Own the CRM roadmap and customer strategy, focusing on onboarding and retention.
• Build and optimise customer journeys using Salesforce Marketing Cloud.
• Lead loyalty initiatives and analyze customer behavior trends.

Skills

Project management

Communication

Data analysis

Customer lifecycle marketing

Salesforce Marketing Cloud

Segmentation strategies

Tools

Salesforce

Tableau

Power BI

Job description

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CRM Manager – Travel & Hospitality

Full-time | Salary: £50,000 to £60,000 + Bonus + Benefits

We’re looking for a curious, technically skilled and commercially minded CRM Manager to join a growing digital team and take full ownership of a pivotal role. This isn’t one of those jobs where you inherit a clunky system and spend your days firefighting. You’ll be building, shaping, and optimising the entire CRM ecosystem from the ground up - strategy, comms, customer journeys, optimisation, etc.

You’ll be the go-to expert for all things CRM, reporting into the Head of Digital. Your mission? To design and deliver a customer-first CRM strategy that drives engagement, personalisation and long-term loyalty - underpinned by Salesforce and strong data foundations.

This is a standalone position, so it’ll suit someone who’s as comfortable crafting a lifecycle comms plan as they are designing customer journeys in Salesforce Marketing Cloud. You’ll blend the strategic with the hands-on, working with agency partners and internal teams to turn ideas into automated, scalable, insight-driven experiences.

What you’ll be doing

• Own the CRM roadmap and customer strategy - from onboarding through to retention and re-engagement
• Build and optimise journeys across email, SMS and app, using Salesforce (particularly Marketing Cloud)
• Set up smart segmentation and personalisation strategies that evolve with customer behaviour
• Lead loyalty initiatives and bring them to life through relevant, timely comms
• Analyse customer data and behaviour trends to shape future campaigns and prevent churn
• Set up and monitor campaign dashboards and KPIs, turning numbers into actionable insights
• Collaborate with digital, IT and agency partners to troubleshoot, integrate, and improve CRM performance
• Keep a close eye on data governance, automation workflows, and marketing best practice

What you’ll bring

• Solid background in CRM, with strong Salesforce Marketing Cloud know-how – building, testing and optimsing customer journeys, with experience of Journey Builder
• Able to also own customer comms planning and CRM campaign calendar. Project managingfrom managing the brief, approving proofs, QA’ing process and execution
• A track recordin CRM for thetravel, leisure or hospitality industries (this has been upweighted toa must have)
• Experience running loyalty programmes as part of wider customer strategies
• Solid understanding of customer lifecycle marketing and personalisation at scale
• Confident with reporting tools (e.g. Tableau, Power BI) and translating data into action
• Self-starter mindset - you’re happy being the expert in the room, owning your area
• Comfortable managing external agencies and getting the most from partners
• Strong communicator with an eye for detail and a drive to make things better

This role is remote-first, with occasional travel to UK sites based in London or Manchester. You'll be joining a business that’s investing in digital properly - not just lip service - and you'll have the support to shape how CRM is done, not just maintain what’s already there.