Global CRM & Retention Lead - Luxury Travel

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

Benefits offered by this job

Private healthcare

Pension plan

Staff travel

Professional development

Job summary

Scott Dunn, the award-winning luxury tour operator, is seeking a Global CRM & Retention Lead to own guest retention and repeat bookings. You will shape strategy across Guest Loyalty, Marketing, Sales and Guest Relations, translating insights into personalised, on-brand journeys for UHNW guests and families alike.

Based in London, you will partner with regional teams, drive data-led segmentation, ensure GDPR compliance, and manage a cross-functional roadmap with a strong emphasis on measurement,

Qualifications

• 2+ years in a strategic CRM, guest experience, retention or loyalty role, preferably within a luxury brand.
• 5+ years in consumer marketing, ideally in a luxury environment.

Responsibilities

• Own the retention strategy across multiple Scott Dunn brands and teams.
• Define KPIs for repeat rate, lifetime value and journey satisfaction, and report progress.
• Design guest segmentation for differentiated interaction experiences and higher yields.
• Coordinate implementation of retention initiatives with Marketing, Guest Loyalty, Sales and Customer Service.
• Ensure data privacy and compliance across UK, US, Singapore and Hong Kong.

Skills

CRM strategy

Guest loyalty

Data analysis

Stakeholder management

PowerBI

GA4

Segmentation

Personalisation

Tools

CRM platforms

PowerBI

GA4

Job description

Scott Dunn, the award-winning luxury tour operator, is seeking a Global CRM & Retention Lead to own guest retention and repeat bookings. You will shape strategy across Guest Loyalty, Marketing, Sales and Guest Relations, translating insights into personalised, on-brand journeys for UHNW guests and families alike.

Based in London, you will partner with regional teams, drive data-led segmentation, ensure GDPR compliance, and manage a cross-functional roadmap with a strong emphasis on measurement,