Senior CRM Manager
TUI Group
Luton, United Kingdom
6h ago

At TUI UK & Ireland we take over 6 million customers on holiday every year and here in Marketing we are instrumental in bringing these holidays to life through our market leading brand TUI, plus First Choice, Marella Cruises and Crystal Ski.

Opportunities within Marketing at TUI are plentiful and diverse, we span the full range of disciplines from Brand, Digital Marketing, CRM, Customer Insight, Customer Experience and PR.

You’ll be empowered to be innovative in your work, agile in your mindset and creative with your output as this is what gives us our competitive edge.

We also believe in and promote the importance of being able to work flexibly and investing time in personal development.

It’s for this reason we are especially proud of the recent launch of our Sales & Marketing Academy which enables our people across the function to continually learn, network and be inspired by our vision for the future.

We are now looking for a Senior CRM Programme Manager who will be responsible for leading the development and delivery of a multi-channel CRM communications strategy that ensures customers receive all the information they need to before they go on holiday and inspires them to buy ancillaries that will help them have a more enjoyable experience.

You will be joining at an exciting time as the communications programmes will be migrating on to a new TUI Group Marketing Platform that will increase the number of customers that can be reached, transform our ability to personalise emails and open up new push (SMS and App) communication channels.

This really is a great opportunity to come in and help influence and shape how we work in the future.

How you will make an impact as a Senior CRM Programme Manager

There are many ways for you to get involved :

  • As our Senior Manager CRM Programme Manager you will be responsible for delivery of the first year of our agreed five year CRM plan across all mainstream TUI UK brands.
  • This will involve development and management of the annual CRM communications plan to ensure customers receive all appropriate documentation in an accurate and timely manner and that sales of appropriate ancillaries are maximised.

    You’ll be passionate about making sure all activity is industry-leading from both a creative and customisation perspective and delivers market leading response rates.

  • We’ll look to you to closely track and monitor KPIs to ensure that team take corrective action where necessary to ensure that KPIs are achieved and commercial opportunities optimised.
  • These opportunities will include driving up-sell and cross-sell volumes through applying sophisticated customer profiling and segmentation techniques to increase margins for TUI UK, whilst also providing relevant and useful holiday information to customers.

  • You’ll be comfortable managing the day-to-day relationship with internal stakeholders, prioritise workloads and ensure that agreed service levels are met whilst monitoring and forecasting the CRM spend to ensure we are to budget / plan.
  • Lead, coach and inspire a highly effective and skilled team in order to deliver agreed business targets.
  • You’ll manage SLAs with Group Marketing (as platform supplier) and stakeholders in our European source markets to ensure that current and future performance is optimised through defining and implementing improved cross team working processes and system enhancements.
  • What you will bring as a Senior CRM Programme Manager

    There is more than one way to the perfect fit here are some of the ideal things :

  • Significant success in a complex and high volume direct marketing or CRM environment with proven track record of defining and delivering multi-channel CRM strategies and campaign plans.
  • Travel industry sector knowledge is highly desirable

  • A strategic thinker, who being aware of market and competitor trends, is commercially curious and proactively identifies opportunities to continually improve business performance
  • Highly numerate with the ability to analyse data to evaluate past and proposed campaigns to make fact based recommendations to deliver commercial objectives
  • Strong people management skills with experience of managing teams (vibrant, enthusiastic, engaging & creative leader)
  • Excellent negotiation, presentation and influencing skills with confidence in reporting to senior stakeholders
  • Ability to prioritise between the needs of business as usual, and product / service development requirements
  • Excellent creative judgement
  • Proven track record of successfully managing significant budgets
  • TUI and you

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional TUI time off’
  • Health and Wellbeing support in five key areas Financial, Health, Social, Community and Career
  • Discretionary Bonus Scheme
  • Private Medical Insurance, single cover with option to add dependants
  • Permanent Health Insurance
  • Pension scheme, life assurance and options to buy shares
  • TUI is the UK’s largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays.

    Our airline is the country’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 6 million customers each year.

    We’re on a journey towards a more digital, connected and integrated future. But we haven’t arrived there yet. We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives and it’s our unique colleagues that will shape the future of travel.

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