CRM Manager Travel & Hospitality

Brooks & Associates Public Relations; City Of London; Remote; GBP 50,000 - 60,000; Full time

Job summary

A leading company in the travel sector is seeking a CRM Manager to build and optimize its customer relationship strategy. This remote-first role involves taking ownership of CRM initiatives and leveraging Salesforce to enhance customer engagement and loyalty. The successful candidate will enjoy a dynamic work environment where they can drive impactful changes and be at the forefront of CRM innovation.

Qualifications

• Strong background in CRM with Salesforce Marketing Cloud expertise.
• Experience in direct-to-consumer environments, especially in travel or hospitality.
• Ability to manage external agencies and drive customer strategies.

Responsibilities

• Own the CRM roadmap and customer strategy from onboarding to retention.
• Build and optimize customer journeys using Salesforce Marketing Cloud.
• Collaborate with digital and agency partners to improve CRM performance.

Skills

CRM Management

Salesforce Marketing Cloud

Customer Lifecycle Marketing

Data Analysis

Project Management

Tools

Salesforce

Tableau

Power BI

Job description

Join to apply for the CRM Manager Travel & Hospitality role at Brooks & Associates Public Relations

Join to apply for the CRM Manager Travel & Hospitality role at Brooks & Associates Public Relations

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UK-based (Remote-first, with occasional travel to London or Manchester for meetings)

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

Were 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 isnt one of those jobs where you inherit a clunky system and spend your days firefighting. Youll be building, shaping, and optimising the entire CRM ecosystem from the ground up - strategy, comms, customer journeys, optimisation, etc.

Youll 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 itll suit someone whos as comfortable crafting a lifecycle comms plan as they are designing customer journeys in Salesforce Marketing Cloud. Youll blend the strategic with the hands-on, working with agency partners and internal teams to turn ideas into automated, scalable, insight-driven experiences.

What Youll 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 Youll Bring

• Solid background in CRM, with strong Salesforce Marketing Cloud know-how building, testing and optimsing customer journeys
• Able to also own customer comms planning within CRM and project management, from managing the brief, approving proofs, QAing process and execution
• A track record of working in direct-to-consumer environments (ideally travel, leisure or hospitality)
• 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 - youre 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
  
  

A few extras

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

Want to Apply? Heres how:

You can share your Linkedin profile or email me a CV it doesnt have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree

Recruiter | Blue Pelican

01892 507122

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Travel Arrangements

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