CRM & Customer Insights Manager

Cirencester, Gloucestershire, UK (Hybrid)

£42K/yr – £48K/yrManagerFull time

Posted 11 days ago

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Job Summary

You will own the CRM and data governance function, driving segmentation, reporting and analytics to optimise customer acquisition, retention and lifetime value.

Lead CRM strategy and data quality improvements
Build actionable insights and dashboards to inform marketing and business decisions
Collaborate across Marketing, Sales, Finance and Operations to maximise data-driven impact

Job Description

Responsibilities

Develop and continually improve Steppes Travel’s CRM strategy.
Ensure customer data is accurate, well structured, secure and commercially valuable.
Champion best practice in CRM usage, data governance and customer data management.
Develop the role of trusted custodian of Steppes Travel’s customer intelligence, ensuring data remains one of the company’s most valuable strategic assets.
Work collaboratively with colleagues to improve data capture, consistency and quality across all customer touchpoints.
Develop and maintain meaningful customer segmentation models.
Analyse customer behaviour, booking history and engagement patterns.
Identify opportunities to improve customer acquisition, retention, repeat business and customer lifetime value.
Create customer profiles that support personalised marketing and business development.
Continually refine segmentation strategies as customer behaviour and business priorities evolve.

Requirements

Experience managing CRM platforms and customer data.
Demonstrable experience developing customer segmentation strategies.
Strong commercial awareness with the ability to translate insight into practical business action.
Excellent analytical and problem-solving skills.
Strong SQL skills, including the ability to write, troubleshoot and optimise queries.
Experience working with relational databases, ideally Microsoft SQL Server.
Advanced Microsoft Excel skills.
Experience producing management reporting and business dashboards.
Excellent communication and presentation skills.
Ability to manage multiple priorities and work independently.

Preferred

Experience using HubSpot.
Experience with Power BI or similar business intelligence tools.
Understanding of marketing attribution and campaign performance analysis.
Experience within the travel, hospitality or luxury sectors.
Knowledge of customer lifecycle marketing and marketing automation.

Benefits

Pension, private healthcare and travel insurance – contributory after a six-month probationary period
Up to two days a week working from home
Paid holidays – up to 33 days (which includes 8 bank holidays)
Full-time position at 37.5 hours

Steppes Travel

Celebrating 30 years designing and delivering highly personalised holidays. We do so through the expertise of our team of specialists, through the strength of our relationships with our extensive contacts around the world but above all in a service ethic that leaves no stone unturned. We take pride in taking care of every last detail and are with you at every stage of the journey – from the anticipation of planning through to the experience of the destination and the lasting memories.

Founded in 1989

Cirencester, England, GBR

40 employees (5 in marketing)

www.steppestravel.com