Data & CRM Manager

Responsibilities

• Lead Explore’s CRM and customer data strategy, moving from transactional communications towards behavioural profiling, automation and personalisation.
• Own and optimise Microsoft Dynamics and its integrations, safeguarding customer data while identifying opportunities for future development and investment.
• Lead the planning, delivery and performance of email marketing, including brand campaigns and automated pre- and post-booking journeys.
• Manage and develop the Data & CRM Executive, working with Content to deliver relevant communications to the right customer segments.
• Grow the customer database and increase lifetime value through effective data capture, segmentation, cross-sell, upsell, loyalty and churn strategies.
• Develop customer journeys and contact strategies across direct customers, agents, prospects and lapsed customers, supporting an effective omnichannel approach.
• Use campaign performance, customer insight and market research to identify growth opportunities and continuously improve marketing strategies and communications.
• Act as Explore’s Data Champion, ensuring customer data is captured, stored and used compliantly, including oversight of DPIAs, DPAs, ROPA and supplier requirements.
• Collaborate with Marketing, IT, Customer Services, BI and teams across the wider group to Unify the data ecosystem, improve data flows, insight, efficiency and customer experience.
• Manage competing priorities and influence stakeholders to deliver CRM and data initiatives effectively.

Requirements

• You’ll be curious, commercially minded and customer-focused, with a genuine enthusiasm for using data to improve experiences and results.
• You’ll be comfortable turning complex information into a clear story and bringing colleagues with you.
• Practical experience managing and delivering CRM programmes.
• Experience working with CRM platforms and personalisation tools; experience with Microsoft Dynamics and Fresh Relevance is preferred.
• A solid understanding of the customer lifecycle, segmentation, personalisation and automated journeys.
• In-depth knowledge of GDPR, data protection legislation and responsible data management, with the ability to champion compliance and embed best practice across the business.
• Strong analytical skills, with the ability to spot patterns, anomalies and opportunities in complex data.
• A commercially driven and results-focused approach, balanced with a strong customer mindset.
• Confident, clear communication skills and the ability to build effective collaboration across teams.
• Experience managing people and suppliers.

Preferred

• Travel industry experience would be helpful, but it is not essential.

Benefits

• We put people at the heart of everything we do and are proud of the extensive benefits we offer.