CRM Executive - Service

Responsibilities

• Help shape how millions of Premier Inn guests experience their journey, from the moment they book to after they return home.
• We’re looking for a talented CRM Executive - Service to create timely, relevant and personalised communications that keep our guests informed, improve their experience and strengthen their relationship with Premier Inn.
• This is an exciting opportunity to take ownership of automated service and transactional CRM journeys spanning booking confirmations, pre-stay communications, in-stay messaging and post-stay follow-ups.
• You’ll help ensure every interaction is clear, helpful and consistent while identifying thoughtful opportunities to drive engagement, repeat stays and additional revenue.
• You’ll work collaboratively with our Digital Product, Data, Ecommerce, Technology and Transformation teams, to define the data, triggers and workflows needed to deliver effective communications across our CRM channels.
• You’ll also play an important role in our martech transformation, helping us enhance existing journeys and explore emerging opportunities such as online check-in and in-stay communications.
• Data and insight will sit at the heart of your approach. You’ll monitor journey performance, deliver A/B and multivariate testing across content, timing, channels and customer segments, and use guest behaviour and feedback to continually improve results.

Requirements

• Designing and delivering automated CRM journeys
• Transactional and service-led customer communications
• CRM platforms, workflows, CDPs and CEPs
• Using data and insight to improve engagement and conversion
• Collaborating across digital, data, technology and commercial teams

Preferred

• Experience with platforms such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign would be valuable.
• Knowledge of Adobe Analytics, SMS, push notifications or the travel and hospitality sector would also be advantageous.

Benefits

• healthcare
• bens
• up to 15% bonus