Senior CRM Manager

We are looking for a Senior CRM Manager, who will be leading a talented team that ensures we successfully plan, create, deliver and report on all our high-quality email and push marketing campaigns. Managing a team of 3, key focuses for this role  is delivering the core BAU plan, driving efficient processes,  improving customer engagement and driving short & long-term sales to achieve customer KPIs. This role will initially be a 6 month Fixed Term Contract based out of our London office.

About Secret Escapes 

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

We operate a hybrid working model where colleagues come into the office 2-3 days a week. We also offer flexible working with core hours between 10 am to 4 pm, and you have the freedom to schedule the remaining hours to suit your routine. As an inspiring travel brand, we also provide a “Work From Anywhere” scheme giving you the opportunity to work from anywhere in the world. This benefit is designed both to feed our travel passion and support parents and carers, especially during school holidays.

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!). 

The role and things you’ll be working on:

The Senior CRM Manager is responsible for the end to end planning, management, production and  delivery of our core BAU programme of eMail and Push campaigns across our 10 European markets. Key to this is effective  stakeholder management, collaborating with key members of our supply, promotions, brand, media and editorial teams to manage the plan, create content, deliver/ productionise and report on results. You will have strong experience and competence in:

• Managing the core BAU production process, from the initial briefs to content, targeting, data selection, campaign deployment and reporting  (we pride ourselves on being both CRM and eMail experts).

• Owning the CRM promotional calendar and plan across all territories, working across the key stakeholder groups to plan, adapt, amend to align with key business priorities, seasonality and advise (with a CRM hat on) what will engage customers best.

• Deep focus on planning, process, quality and optimisation of all campaign activity coming out of this team to ensure highest quality checking to deliver the right set up and content, to the right audience at the right time.

• Maintaining a deep understanding of your region’s members, behaviours and response patterns and sharing this with wider teams (in marketing and across the business).

• Working closely with the CRM Operations & Lifecycle team, up-skilling knowledge on our CRM platform, journey optimisation, A/B testing, campaign set up and QC process.

• Strong reporting and analytical skills, being able to measure core KPIs across all BAU campaign activity, identifying the winners, losers and drivers that deliver success.

You will bring:

• Experience of Snowflake, Tableau or similar data visualisation/reporting/database environments  (to a basic level).

• Excellent organisation skills, with the ability to prioritise competing objectives and meet deadlines.

• Ability to use Google Sheets/Microsoft Excel with confidence.

• Experience working with HTML and editing. 

• Strong attention to detail, taking ownership of accurate delivery of campaigns. 

• Data-driven decision making and A/B testing.

• A ‘test and learn’ mindset, being agile and able to adapt to opportunities quickly.

• Experience of working on CRM Platforms (Iterable/Braze/Bloomreach or similar).

• Team management within a  delivery focused role.

And you are…

• An exceptional communicator, able to share your ideas and findings clearly and pull stakeholders together behind a common goal.

• A proactive Self-starter,  with an entrepreneurial mindset, able to both create and convert opportunities. 

• Results-driven and open-minded. 

• Someone who loves being part of a great team, and shaping a positive team culture. 

We are an equal opportunity employer

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.

As part of our commitment to inclusion, we are proud to be a Disability Confident Employer in the UK. While this is a UK specific initiative, our commitment to providing an accessible and supportive recruitment process applies to all our candidates globally. If you need any adjustments or support during the application process, please let us know.