Responsibilities

• Driving CRM performance & customer retention
• Developing and delivering CRM and customer lifecycle strategy across multiple brands
• Building customer journeys across acquisition, engagement, retention, reactivation and loyalty
• Using CRM activity to drive repeat visits, bookings, event sales and spend per head
• Identifying opportunities to improve customer lifetime value through more targeted communications
• Using automation to improve customer experience and campaign efficiency
• Building and refining customer audiences using behavioural, transactional and engagement data
• Creating targeted campaigns based on visit behaviour, booking history, location, spend patterns and customer preferences
• Developing personalised CRM campaigns and automated journeys to improve engagement and repeat visits
• Identifying high-value, lapsed and at-risk audiences and building targeted retention plans

Requirements

• Experience in CRM, email marketing or customer lifecycle marketing
• A strong understanding of segmentation, personalisation and retention strategy
• Experience building automated customer journeys and targeted CRM campaigns
• Strong analytical skills and confidence reporting on campaign performance and ROI
• Comfortable managing multiple campaigns, brands or priorities at once
• Strong attention to detail and organisational skills
• Experience with CRM and email marketing platforms
• A good understanding of GDPR and customer data best practice
• Someone who enjoys working in a fast-paced, collaborative and commercially focused environment

Preferred

• Commercially minded and motivated by results
• Data-led and confident using insight to improve performance
• Proactive and good at spotting opportunities
• Customer-focused and passionate about improving guest experience
• Collaborative and comfortable working across multiple teams
• Organised and able to manage a busy campaign schedule
• Comfortable working at pace across multiple brands and priorities