Customer Communications & CRM ManagerSurbiton, Vereinigtes KönigreichHybridSurbiton, Vereinigte[...]

TUI; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

TUI is seeking a Customer Communications Manager to plan, develop, and implement strategic customer marketing campaigns. This role focuses on enhancing customer engagement through effective email communication while managing a team and coordinating various marketing efforts. Ideal candidates will have a strong background in customer relations, campaign management, and a creative mindset to seize new marketing opportunities.

Benefits

Fantastic holiday benefits including discounts

Health and Wellbeing support

Discretionary Bonus Scheme

Private Medical Insurance

Permanent Health Insurance

Qualifications

• Proven experience in customer contact strategies that drive conversion, ideally in travel & leisure.
• Background in high-quality customer communications from an agency or consumer brand.
• Strong management skills to coach and develop a team.

Responsibilities

• Strategic planning and implementation of marketing campaigns.
• Creating and delivering customer service led communications.
• Managing the CRM budget for direct marketing tools.

Skills

Customer communication strategies

Campaign delivery

Creative mindset

Copywriting

Tools

Cheetahmail

Dreamweaver

Wordpress

Excel

Powerpoint

Job description

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Client:

TUI

Location:

Surbiton, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

4395b67775f3

Job Views:

5

Posted:

29.05.2025

Expiry Date:

13.07.2025

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Job Description:

ABOUT THE JOB

• Strategic planning, development and implementation of customer marketing campaigns that drive new audience growth, maximise customer relevancy, commercial benefit and loyalty.
• Strategic planning, development & implementation of pre-departure & post-holiday email communications
• Championing a consistent look, feel and sound across all customer communications.
• Managing the CRM budget for direct marketing tools and communication enhancements.
• Championing customer marketing business requirements in all projects and initiatives.
• Reviewing & implementing new systems, such as email service provider to align with business goals

Comms Campaign Delivery

• Creating an agile approach to the delivery of campaigns to ensure tactical trading needs can be responded to efficiently.
• Having a creative marketing mindset to identify new opportunities, tools, trends and best practice across industries, adopting a constant test and learn approach to enhance ROI.
• Coordinating with the commercial, content, brand, e-commerce and digital teams to ensure campaign and commercial alignment.
• Creating content including copywriting, HTML and images.
• Planning and delivering wider customer service led communications across the journey.
• Delivering and reporting back on direct marketing and retention campaigns to the wider business.
• Accountable for the planning and delivery of 3rd party sponsored direct marketing campaigns.
• Defining customer and prospect data selections and segmentation for optimum targeting and results, including managing and reporting on the health of the marketing database in line with acquisition and retention strategies.

Team

• Line managing and developing a Customer Communications Executive
• Working closely with the Brand & Campaigns Manager to build integrated new audience & retention brand marketing campaigns .
• Work closely with Customer Improvements Manager to deliver best in class pre-departure and post-holiday communication strategy to support the customer experience.
• Supporting Brand & Communications Lead and CX & Insights Lead on evolving the use of our customer data to deliver sophisticated and accurate direct communications across the full journey
• Be a proactive member of the Marketing team, building relationships with key areas of the SLM business, Tui UK Group counterparts, overseas teams and external suppliers in order to deliver all campaigns.

ABOUT YOU

• Proven experience in developing and implementing customer contact strategies that drive conversion, upsell and repeat booking. Travel & leisure category experience preferred
• Demonstrable background producing high quality customer communications, ideally gained in an agency or marketing department of a consumer-facing brand
• Experience of systems: MS Office, Cheetahmail, (or similar Email Service Provider), Dreamweaver (html knowledge) essential; Wordpress, infoburst & Alteryx nice to have.
• Experience of web analytics platforms
• Committed to putting the customer at the centre of marketing communications
• Strong manager able to coach and develop team
• Excellent copywriting and editing skills
• An understanding of how to use customer data to build and deliver profitable campaigns
• Good head for numbers, with ability in Excel and Powerpoint

ABOUT OUROFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Discretionary Bonus Scheme
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Excellent rates with foreign exchange

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click to find out more.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit

If you require any further information regarding this opportunity, please email.We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

Do you have any questions regarding this job offer? Get in touch!

UK & I Head Office Talent Acquisition Team

Email:

Please note: Only for questions or queries. Applications will only be accepted via the Careers Portal.