Head of Customer Relationship Management

We are seeking a Head of CRM to lead CRM strategy, systems, and process development across Enchanting Travels and sister brands. Reporting to the CMO, you will collaborate with global sales and marketing teams to drive data-driven marketing initiatives, including guest outreach, loyalty programs, and customer journey development. Your focus will be on growing repeat guest engagement and bookings through email campaigns and other methods, while also influencing data usage and CRM quality across all Travelopia brands., + Define and optimise CRM strategies and requirements, developing segmentation and personalisation strategies across multiple marketing channels to maximise return on investment and streamline the sales process.
+ Ensure successful delivery of CRM plans by using marketing-tech tools and collaborating with Sales and Technology teams.
+ Set up customer journeys with appropriate messaging and triggers across various channels.
+ Utilise enhanced customer data and analytics for planning repeat customer campaigns and targeting offers to reduce churn.
+ Work with vendors to enrich data, build lookalike models, and prospect pools.
+ Enhance scheduling and targeting of communications, tailoring promotional messages to individual customer needs.
+ Maintain the quality of customer databases, ensuring accuracy and up-to-date information.
+ Develop reporting capabilities to provide actionable insights for senior leaders.
+ Collaborate with front-line marketers and senior leaders to align and inform the team on CRM strategies.
+ Manage the CRM team and work closely with the Heads of Acquisition, Repeat, Content, and Sales.

Are you customer-focused, always putting yourself in the customers' shoes? Do you thrive on data-driven marketing and have a passion for continuous learning? Do you bring innovative ideas and collaborate well with others to improve them? If so, join our multicultural, fast-paced, and dynamic team, where we challenge global boundaries in travel., + Extensive experience leading CRM marketing functions within global organisations. Ideally with experience focussing on a US source market.
+ Proven people leadership and team management skills.
+ Strong CRM management experience, with technical knowledge of systems like HubSpot.
+ In-depth understanding of acquisition and retention marketing techniques in a B2C environment, both online and offline.
+ Proficient in using customer data for direct and email marketing, with experience in statistical analyses and predictive modelling.
+ Capable of analysing large datasets to derive actionable insights at both strategic and tactical levels.
+ Strong commercial outlook to develop executive-level reports and presentations.
+ Experience driving successful CRM projects and supporting global partners.

Enchanting Travels is a passionate, vibrant and innovative company that specialises in creating exceptional tailor-made journeys for discerning travellers to 70+ destinations around the world. Founded in 2004, we have made the travel dreams of thousands of guests from around the world come true. We rely on an outstanding team who are invested in what they do - we are a multicultural community working across our offices in the USA, the UK, Germany, India, and Kenya. We are a part of Travelopia, the world's largest collection of specialist, high end travel companies.

+ Competitive salary with performance based annual review
+ Annual Bonus scheme
+ Hybrid working model - flexible based on candidate location in the UK.
+ Various employee discounts and offers
Join us and make a significant impact on our business growth and success. If you are ready to take on this exciting challenge, apply today!
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.
Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.