CRM Manager

CRM Manager Full time, permanent, hybrid role- 2 days per week required in our Wallington office Newmarket Holidays at a glance Newmarket Holidays is the UK's best escorted touring operator, with over 40 years’ experience in creating unforgettable group holidays. Every year, we create and operate tours for tens of thousands of customers travelling to destinations within the UK, across Europe and around the world. Our aim is to enrich lives and well-being through travel. Through the commitment of our brilliant people, we're doing more and more each day to create and deliver incredible wish-list holidays, the types of holidays people have always dreamt of experiencing. The Newmarket Spirit is what binds us together, and we strive to grow, to challenge ourselves in new ways, embrace different points of view, and realise our potential. For the right person, their story can begin right here. The role Reporting into the Head of Marketing Operations and Orchestration, the CRM Manager will support the development and delivery of our customer marketing strategy, using data and insight to help us better understand our customers and drive engagement, retention, repeat booking and customer lifetime value. Working closely with the wider Marketing and Data teams, you’ll identify key customer audiences and opportunities across the lifecycle, build and develop meaningful customer segments, and enable their activation across the most relevant marketing channels. This is a data-led role for someone who is naturally curious about customer behaviour and can turn insight into clear, actionable marketing opportunities. What you'll do • Support the development and delivery of the CRM and customer lifecycle strategy. • Analyse customer, booking and engagement data to identify trends, behaviours and commercial opportunities. • Build and maintain customer segments based on lifecycle stage, behaviour, engagement, value, recency and frequency. • Identify relevant audiences for campaigns and pass accurate, actionable segments to channel teams for activation. • Work with Email, Direct Mail, Digital and other marketing teams to support effective audience targeting and personalisation. • Develop our understanding of the customer lifecycle, identifying opportunities across acquisition, nurture, retention, repeat booking and reactivation. • Support the development of automated and always-on customer journeys. • Monitor customer and segment performance, including retention, repeat booking, engagement and customer lifetime value. • Use campaign results and customer behaviour to recommend improvements to future targeting and segmentation. • Develop test-and-learn activity to improve customer engagement and marketing effectiveness. • Support campaign and CRM reporting, turning data into clear insights and recommendations. • Work closely with Data and BI teams to improve customer data, reporting and segmentation capabilities. • Ensure customer targeting and data use is accurate, appropriate and compliant with GDPR and marketing permissions. • Keep up to date with developments in CRM, customer data, personalisation and marketing technology. Skills and Experience • At least 3 years’ experience in a relevant role • Practical experience planning and delivering CRM programmes across online and offline channels. • Strong analytical skills and confidence working with customer and campaign data. • Experience developing customer segments and target audiences. • Good understanding of customer lifecycle marketing, retention and customer lifetime value. • A strong understanding of databases and datasets. • Experience working with CRM platforms, customer databases, CDPs or marketing automation tools. • Commercial mindset with the ability to turn data and insight into actionable recommendations. • Strong attention to detail and confidence working with large customer datasets. • Comfortable working across teams and communicating insight to different stakeholders. • Curious and proactive, with a test-and-learn approach to improving performance. • Good knowledge of GDPR, PECR and customer marketing permissions, with the confidence to champion compliance and embed best practice. • Experience within CRM, customer marketing, data-led marketing or a similar role What We Offer • A diverse, collaborative team with real opportunities to learn and grow • Leaders who are genuinely invested in your development • Encouragement to take initiative and try new things • Flexible, hybrid working • An exciting benefits package including generous annual leave, discount off our own amazing holidays, salary-sacrifice pension scheme, considerate family leave arrangements and pay, various health and wellbeing related benefits, access to an array of voluntary benefits from EV purchase schemes, activity passes, menopause support, and discounts for loads of lifestyle brands and MORE! • The opportunity to travel to our destinations and experience our holidays first-hand How to apply Ready to bring dream holidays to life? If you're passionate about travel and have the experience to match, we'd love to hear from you. Hit apply and include your CV, a brief covering note, your salary expectations and any notice period. (No agencies, please) Newmarket Holidays is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to the equal treatment of all current and prospective employees.