Global Head of CRM

Hurtigruten; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading travel company is seeking a Global Head of CRM to redefine customer engagement. You will lead a global strategy, drive customer loyalty, and oversee a CRM excellence center. The ideal candidate has over 3 years of experience in CRM leadership and is familiar with Salesforce Marketing Cloud. The position offers a dynamic work environment, opportunities for professional development, and hybrid working arrangements.

Benefits

Professional and personal development opportunities

Staff rates on ships

Competitive benefits package

Qualifications

• 3+ years in global CRM leadership roles.
• Proven experience with CRM platforms.
• Strong analytical mindset to translate data into action.

Responsibilities

• Define and lead global CRM strategy.
• Oversee lifecycle workflows and campaigns.
• Drive CRM performance reporting and insights.

Skills

Strategic leadership

CRM strategy

Salesforce Marketing Cloud

Data analytics

Stakeholder management

Experience in travel or international sectors

Knowledge of GDPR

Job description

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Hurtigruten is on a mission to redefine customer engagement across the travel industry. We're seeking a visionary Global Head of CRM to lead our global strategy, scale CRM capabilities, and embed a customer-first mindset across all markets.

Your Mission: as Global Head of CRM, you'll define and lead Hurtigruten's CRM strategy, driving customer engagement, loyalty, and lifetime value. You'll oversee a centre of excellence that delivers personalised, insight-led, and compliant communications, while aligning CRM operations with commercial and customer OKRs.

What You\'ll Own

• Lead and inspire a high-performing global CRM team
• Define and evolve CRM strategy across acquisition, onboarding, engagement, retention, and loyalty
• Oversee automated lifecycle workflows and tactical campaigns across markets
• Champion performance-driven testing and optimisation
• Collaborate cross-functionally to balance storytelling with commercial impact
• Drive quarterly CRM performance reporting and strategic insights
• Ensure global compliance and best practice in data and communications

Skills & Experience Required

What You Bring

• Strategic leadership with 3+ years in global CRM leadership roles
• Proven experience with Salesforce Marketing Cloud or equivalent platforms
• Deep expertise in CRM strategy, personalisation, and automation
• Strong analytical mindset and ability to translate data into action
• Exceptional communication and stakeholder management skills
• Experience managing global teams and budgets, ideally in travel or international sectors
• Sound knowledge of GDPR and email best practices

Attributes We Value

• Strategic thinker with long-term vision
• Collaborative leader who motivates and mentors
• Commercially minded with a customer-first approach
• Agile, resilient, and committed to continuous improvement
• Strong sense of ownership and alignment with organisational goals

What we offer

• A dynamic and inclusive work environment where your ideas are valued
• Opportunities for professional and personal development
• Staff rates on our ships for you and your family
• Hybrid working arrangements, minimum 2 days in the office to support work-life balance
• A competitive benefits package

Why Hurtigruten?

Join a brand with deep heritage and bold ambitions. You'll shape how we connect with customers across the globe, working with passionate teams and cutting-edge CRM technologies to deliver unforgettable experiences.

Ready to lead CRM transformation at a global scale?
Apply now or reach out to Michelle Wade to learn more.