CRM Manager

Responsibilities

• Take day-to-day ownership of Zoho CRM within the Marketing team and act as the principal point of contact for its marketing use.
• Develop a clear CRM roadmap aligned with marketing priorities and the wider business strategy.
• Review how Zoho is currently configured and used, identifying practical improvements to fields, workflows, permissions, integrations and reporting.
• Manage relationships with relevant technology partners and suppliers, ensuring changes are properly specified, tested and implemented.
• Remain informed about relevant Zoho functionality and assess new features according to their practical value to Steppes Travel.
• Develop and maintain a clear, usable segmentation framework for clients, prospects and other audiences.
• Use booking history, interests, engagement, source, lifecycle stage and other relevant information to identify meaningful audience groups.
• Translate segments into practical recommendations for content, campaigns, events, offers and business-development activity.
• Identify opportunities for repeat travel, reactivation, cross-selling, referral and more relevant prospect nurturing.
• Review segment performance and refine the approach as the quality and volume of available data improve.

Requirements

• Strong practical experience using Zoho CRM or a comparable CRM platform in a marketing environment.
• Experience developing and applying customer segmentation for marketing purposes.
• A sound understanding of CRM strategy, customer lifecycles and the commercial opportunities created by relevant, well-timed communication.
• Experience building targeted campaigns, automated journeys and audience workflows.
• Good analytical ability and confidence working with customer and campaign data.
• Experience improving CRM data quality, structure and adoption.
• The ability to translate marketing requirements into clear system and process changes.
• Strong communication and training skills, with the confidence to influence colleagues across different functions.
• An understanding of UK GDPR, PECR and their practical application to customer marketing.
• Good organisational skills and the ability to manage competing priorities independently.

Preferred

• Direct experience of Zoho CRM, Zoho Campaigns, Zoho Analytics or related applications.
• Experience within luxury travel, specialist travel, hospitality or another high-value relationship-led sector.
• Experience integrating CRM with websites, email platforms, booking systems or other business applications.
• Knowledge of lead scoring, personalisation, testing and customer lifetime value.
• Experience working in a smaller or owner-led business where systems and processes continue to evolve.
• Commercially curious and interested in what customer behaviour can reveal.
• Methodical and attentive to detail without losing sight of the purpose behind the data.
• Practical, self-motivated and comfortable taking ownership.
• Able to make complex systems and information understandable to others.
• Collaborative and patient, but willing to challenge inconsistent practice when necessary.