CRM Executive - Saga Cruise

The Saga Cruise Marketing Team are looking for an ambitious, customer centric and results-driven CRM Executive to join their dynamic CRM team. As one of our CRM Executives you'll play a key part in driving our email and direct mail activity across acquisition and retention marketing. Saga as a group is transitioning to a data-driven approach utilising Lifetime Value, Intent and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer-led opposed to channel execution focused. You'll be working closely with the CRM Manager to develop and deliver the Email and direct mail calendar across the year to drive stronger relationships with customers, uncovering and extracting potential value to deliver against our strategic business objectives.

• You will be required to visit the London or Ashford Saga Hub around 3 times a week with 2 days working from home. You must be within a reasonable commuting distance to attend both offices ideally.
Role Responsibility As the CRM Executive for Saga Cruise, your key responsibilities will be to;
• Deliver personalised, relevant and timely communications to our customers
• Work closely with the wider marketing team to plan the CRM calendar across the year, working collaboratively to focus on season launches and wider marketing campaigns
• Work closely with the studio and email developers to plan, build and test new and creative templates
• Monitor and report on deliverability and campaign outcomes
• Manage the weekly performance reporting of email and direct mail to key stakeholders
• Work closely with the data planning manager to segment our database to ensure more personalised and relevant communications
• Create and manage workflows in Adobe campaign
• Support the CRM Manager to plan, implement and report on the CRM test and learn strategy
• Work closely with our mailing house to ensure all direct mail activity is booked in, data is delivered and proofs are signed off reading for posting
• Work closely with the CRM manager to plan and deliver omni-channel journeys utilising customer-data based segmentation and models.
• Explore the customer data set and harnessing insight you will develop campaign strategies which extract value from the existing database.
• Create the optimum CRM approach across email and direct mail, removing the default and siloed approach to segmentation, whilst also working with the Digital team to utilise website and paid digital channels as appropriate.
  
  Experience in data-led CRM segmentation and application to customer journeys
• Strong user experience in with Adobe Campaign
• Experience in omni-channel planning and delivery
• Experience of Test & Learn application with proven results on performance
• Experience in email and direct mail channel delivery and optimisation
• Have the ability to leverage customer insight, technology trends and commercial context to inform activity
• Strong growth and performance mentality, innovating and exploring new opportunities beyond the default approach
• Career experience in a large consumer-facing organisation, ideally in the travel sector
• Competent using Microsoft Excel
• Design experience using applications like Photoshop and Dreamweaver is desirable but not required
  
  Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. We're passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We're dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference. Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. BENEFITS AVAILABLE TO ALL COLLEAGUES:
• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform