Responsibilities

• Lead on the planning and delivery of various strategic initiatives across CRM channels, cultivating and delivering roadmaps of customer lifecycle journeys and optimisations.
• Agree and establish KPIs for activations by forecasting and prioritising effectively. You’ll monitor performance to drive measurable improvements across database growth, engagement, retention and opt-out rates.
• Provide regular reports and updates to stakeholders and be able to demonstrate how performance relates to wider business goals. You’ll ensure all results/ learnings are turned into practical actions that refine and strengthen future activity.
• Ensure well-scheduled and well-organised delivery of projects to time.
• Establish and implement new CRM programmes across the US consumer market, driving towards market growth and supporting customer nurture.
• Forecast, plan and deliver key Direct Mail strategic initiatives.
• Manage the Direct Mail marketing budget and ensure all buying is optimised for ROI and quality.
• Build and manage customer lifecycle strategies to drive additional bookings.
• Leverage customer data to improve enquirer conversion through optimised journeys and new initiatives.
• Utilise AI tools to enhance personalisation and automation.

Requirements

• Proven experience in planning, building and evaluating CRM programmes.
• A strong understanding of customer and data-driven marketing principles.
• Commercial acumen and creative CRM expertise.
• Excellent communication and stakeholder management skills.
• Experience in building and managing relationships with a diverse range of senior stakeholders.
• Ability to work effectively under pressure, capable of managing multiple projects simultaneously in a fast-paced and agile environment.
• Highly organised, and experienced in planning and delivering campaigns/activations to agreed objectives within a set timeframe.
• Analytical mindset and attention to detail.
• Inspirational leadership and team development experience.
• A proactive problem-solver, comfortable navigating ambiguity, seeking solutions independently, and viewing challenges as opportunities. Self-motivated with a passion for results.

Preferred

• A keen interest for travel is an advantage

Benefits

• Annual Bonus Scheme
• 27 days holiday plus bank holidays
• Hybrid working – minimum 2 days/week in our Burton-on-Trent Head Office
• Personal learning budget through Learnerbly
• Career Development Opportunities
• Employee Assistance Programme
• Discount for you and friends and family on our award-winning holidays
• Salary Sacrifice Pension Scheme