Global CRM & Retention Architect

Scott Dunn Ltd.; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Commission & bonus incentives

Private healthcare

Pension scheme

Staff travel insurance

Volunteer leave

Cycle-to-work

Season ticket loan

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Job summary

Scott Dunn Ltd. is a luxury tour operator seeking a Marketing Team - Global CRM & Retention Manager in London. You will own guest retention, driving repeat bookings and personalisation across brands.

You will work with Guest Loyalty, Marketing, Sales and Guest Relations, defining segmentation, KPIs, and coordinating regional plans, while ensuring data protection and scalable CRM improvements.

Qualifications

• 2+ years’ proven experience in a strategic CRM, guest experience, retention or loyalty role, ideally within a luxury brand.
• 5+ years’ experience in consumer marketing, preferably in a luxury environment.
• A genuine understanding of the luxury and high-net-worth consumer — what drives their loyalty and what erodes it.
• Strong stakeholder management skills, with the ability to influence senior peers and cross-functional teams without formal authority over most of them.
• Strong hands‑on capability with CRM platforms: comfortable working within bespoke or technically complex systems.
• Demonstrated expertise in segmentation strategy, lifecycle marketing and data-led personalisation.
• Demonstrated expertise in using analytical tools such as GA4 and PowerBI alongside CRM platforms.
• Experience owning or contributing to a marketing budget, with sound commercial judgement on prioritising investment.

Responsibilities

• Map the end-to-end guest journey post-booking across brands and markets.
• Coordinate cross-functional to understand audience segmentation and journeys.
• Analyse current guest retention and reactivation and data.
• Own strategy for improving retention, define KPIs and report progress.
• Design segmentation strategy for differentiated interaction experiences.
• Develop reactivation approaches for dormant guests.
• Stay informed on CRM benchmarks and opportunities.
• Collaborate with Head of Engineering to streamline and automate.
• Oversee guest gifting process and budget, coordinating with operations.

Skills

CRM platforms

Data analysis

Stakeholder management

Segmentation

Tools

PowerBI

GA4

Job description

Scott Dunn Ltd. is a luxury tour operator seeking a Marketing Team - Global CRM & Retention Manager in London. You will own guest retention, driving repeat bookings and personalisation across brands.

You will work with Guest Loyalty, Marketing, Sales and Guest Relations, defining segmentation, KPIs, and coordinating regional plans, while ensuring data protection and scalable CRM improvements.