CRM Manager – Travel & Hospitality

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

Job summary

A digital consultancy in the UK is seeking a CRM Manager to take ownership of the entire CRM strategy for their business. This remote-first role involves building and optimizing customer journeys using Salesforce Marketing Cloud, while also collaborating with internal teams and agency partners. The ideal candidate will have a solid background in CRM, particularly in travel or hospitality industries, and must be comfortable analyzing data to drive customer engagement and loyalty initiatives.

Qualifications

• Background in CRM, particularly with Salesforce Marketing Cloud.
• Experience in the travel, leisure or hospitality industries.
• Self-starter mindset with project management skills.

Responsibilities

• Own CRM roadmap and customer strategy.
• Build and optimize customer journeys.
• Analyze customer data to inform campaigns.

Skills

Salesforce Marketing Cloud

Data analysis

Customer lifecycle marketing

Communication skills

Tools

Tableau

Power BI

Job description

Overview

CRM Manager – Travel & Hospitality
UK-based (Remote-first, with occasional travel to London or Manchester for meetings)

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 optimising customer journeys, with experience of Journey Builder
• Able to also own customer comms planning and CRM campaign calendar. Project managing from managing the brief, approving proofs, QA’ing process and execution
• A track record in CRM for the travel, leisure or hospitality industries (this has been upweighted to a 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

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 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.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t 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
[e-mail]