Marketing Manager Email/CRM

Responsibilities

• Own and execute the email programme to drive customer retention, engagement, and revenue across all automated and promotional channels.
• Manage a dynamic email deployment schedule, balancing short-term commercial trading needs with planned lifecycle campaigns across our core business models.
• Build, test, and maintain complex multi-stage automated journeys, utilising conditional logic, transactional triggers, and dynamic content (e.g., Welcome Series, Abandoned Cart, Win-Back, Post-Purchase).
• Collaborate with internal Data and Integration teams to specify required data fields, map user logic, and ensure clean data flows into the ESP, helping inform future CRM requirements as capabilities grow.
• Oversee all customer-facing operational and transactional emails, ensuring system-triggered messages are reliable, accurate, and optimised for performance.
• Develop advanced audience segmentation strategies using relational data, booking history, and engagement metrics to deliver relevant messaging.
• Collaborate across the wider marketing, sales, and operational teams to align email output with broader business priorities, seasonal demand, and membership cycles.
• Maintain list health, manage frequency caps, protect sender deliverability (SPF, DKIM, DMARC), and enforce data compliance under GDPR and PECR.
• Lead continuous A/B and multivariate testing strategies to improve deliverability, open rates, click-through rates, and conversions.
• Track, analyse, and report on campaign performance and automated flow conversion rates, providing regular clear analysis to stakeholders.

Requirements

• Relevant Marketing Degree, Marketing Apprenticeship (Minimum level 4), professional marketing qualification, or equivalent practical experience
• Practical understanding or training in data logic, relational data structures, or query tools.
• Advanced proficiency in DotDigital including campaign build and administration, platform configuration, and confident use of its full toolset to execute marketing activity efficiently.
• Proven track record managing email programmes in a fast-moving environment, ideally travel, hospitality, or subscription/membership.
• Hands-on experience designing, building, and optimising complex, multi-stage automated journeys based on customer behaviour and transactional booking data.
• Strong technical understanding of data integration, webhooks, APIs, and data flows between platforms and ESPs, sufficient to define clear requirements for IT and Data teams.
• Knowledge of email compliance, sender reputation management, and protocol setup (SPF, DKIM, DMARC, GDPR, PECR).
• Strong working knowledge of HTML/Liquid Script for email template customisation.

Benefits

• Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5% / 5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners. We operate hybrid working, with 2 set days in the office and the option of working from home the remainder of the week (after probation period).