Global CRM & Retention Lead

Flight Centre Travel Group; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Career progression

Staff travel discounts

Pension scheme

Job summary

Scott Dunn, a luxury tour operator, is seeking a strategic CRM and loyalty lead in London to own guest retention and repeat bookings. You will work across Scott Dunn, Scott Dunn Private, and Scott Dunn Explorers, aligning guest journeys with business goals and collaborating with Marketing, Sales and Guest Relations to improve the post-booking experience.

The role blends strategic planning with hands-on execution, focusing on segmentation, data analysis (NPS, booking data), and personalized guest

Qualifications

• 2+ years’ proven experience in a strategic CRM, guest experience, retention or loyalty role.
• 5+ years’ experience in consumer marketing, preferably in a luxury environment.
• Experience mapping or redesigning customer journeys across multiple brands or segments.
• Demonstrated expertise in segmentation strategy and data-led personalisation.

Responsibilities

• Be the champion of the guest journey within the business and educate cross-functionally on guest needs.
• Partner with regional marketing managers to ensure retention strategy reflects market-specific behavior.
• Coordinate implementation of the retention strategy across Marketing, Guest Loyalty, Sales and Customer Service.
• Shape the design of guest loyalty programme mechanics and rewards in collaboration with Guest Loyalty teams.

Skills

CRM platforms

Stakeholder management

Data analysis

Loyalty programs

Tools

GA4

PowerBI

Job description

Scott Dunn, a luxury tour operator, is seeking a strategic CRM and loyalty lead in London to own guest retention and repeat bookings. You will work across Scott Dunn, Scott Dunn Private, and Scott Dunn Explorers, aligning guest journeys with business goals and collaborating with Marketing, Sales and Guest Relations to improve the post-booking experience.

The role blends strategic planning with hands-on execution, focusing on segmentation, data analysis (NPS, booking data), and personalized guest