CRM Manager Marketing · London ·

loveholidays; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

An innovative company is seeking a CRM Manager to enhance customer retention and engagement strategies. In this pivotal role, you'll lead the development of CRM campaigns across various channels, ensuring personalized communication for customers. You'll collaborate with multiple teams to maximize commercial opportunities while leveraging data analytics to drive insights and improve campaign effectiveness. This role offers a dynamic environment where your contributions will significantly impact customer experiences and business growth. If you're passionate about customer engagement in the travel industry, this position is a perfect fit for you.

Benefits

Company pension contributions at 5%

Individualised 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 the online travel industry.
• Proven leadership experience in CRM management.

Responsibilities

• Lead CRM strategy development and implementation.
• Manage and mentor the CRM team for high performance.

Skills

CRM strategy development

Analytical skills

Team management

Communication skills

Project management

Problem-solving

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:

• 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 to Head of CRM & Director of Organic Marketing + meeting with Senior People Business Partner & Head of Editorial - 1 hour 30 mins.