As a key member within the Marketing team, reporting into the Head of Marketing, the Head of CRM will:
- Work with the Head of Marketing to set targets and KPIs across all CRM metrics mainly focussed upon email engagement, repeat bookings and customer lifetime value.
- Work with the Head of Marketing to set the strategy to achieve the targets.
- Execute the tactical and operational elements of the strategy alongside the rest of the Marketing team.
- Create a bespoke email marketing plan for each brand in the group.
- Test different types of content and email incentives.
- Work with our Data Scientist to know and understand everything about our customer database.
- Understand the churn of our email database working on strategies to reduce user turnover and increase repeat engagement.
- Monitor competitor activities to comprehensively understand the sector landscape.
- Work with the Content Manager and rest of the marketing team on a content strategy to help achieve CRM targets.
- Propose new ideas to test, working to ensure constant growth of email traffic across the group.
- Work on regular reporting of performance within current tracking and reporting structures.
- Help with the management and growth of our digital marketing executives.
We’re looking for somebody with a passion for travel, consumer start-ups and data driven digital marketing with:
- 3 - 5 years experience of working directly in an CRM role for a travel or large e-commerce website.
- Experience of using a large email marketing platform to send emails in bulk.
- Ideas of how to leverage social platforms as part of an effective CRM strategy.
- Experience in using data to understand customer lifecycles and personalise communications to customer’s individual needs.
- The ability to learn new platforms and make the most of the tools at their disposal.
- The desire to work hard and their work making a difference to a rapidly growing, exciting business.
- Enthusiasm to build loyalty and engagement within our audiences.
- The ability to turn the technical or content requirements of CRM into briefs for developers and creatives.
- You won’t necessarily have managerial or leadership experience but you’ll be ready to take the step up.
- A basic level of HTML and CSS experience not required but a bonus.
- An ability to communicate clearly and collaborate as part of a small startup team
- A drive and desire to get stuck in and be self-starting.
- The ability to be in our office, on London’s Southbank, on Tuesdays and Thursdays.
- The usual stuff like being able to use Office and write an email clearly without mixing up ‘they’re’ and ‘their’.
