CRM Executive

Job Introduction

Job description

The Saga Travel Marketing Team is looking for an ambitious, customer‑centric and results‑driven CRM Executive to join their dynamic CRM team. Situated in a growing area of Saga Travel across our Holidays and Cruises products, contributing to driving revenue growth, improving customer engagement, and enhancing the overall customer journey through insight‑led decision‑making and innovative ideas.

As one of our CRM Executives, you’ll play a key part in driving our email and direct mail activity across acquisition and retention marketing.

Saga as a group is strukturing to a data‑driven approach utilising Lifetime Value
182 and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer‑led opposed to channel execution focused.

You’ll be working closely with the CRM Manager to develop and deliver the Email and DM calendar across the year to drive stronger relationships with customers, uncovering and extracting potential value to deliver against our strategic business objectives.

• Deliver personalised, relevant and timely communications to our customers.
• Work closely with the wider marketing team to plan the CRM calendar across the year, working collaboratively to focus on season launches and wider marketing campaigns.
• Work closely with the studio and email developers to plan, build, and test new and creative templates.
• Monitor and report on deliverability and campaign outcomes.
• Manage the weekly performance reporting of email and DM to key stakeholders.
• Work closely with the data planning manager to segment our database to ensure more personalised and relevant. // ... (continued) --
• Work closely with the CRM manager to plan and deliver omnichannel journeys utilising customer data‑based segmentation and models.
• Explore the customer data set and harnessing insight, you will develop campaign strategies that extract value from the existing database.
• Create the optimum CRM approach across email and DM, removing the default and siloed approach to segmentation, whilst also working with the Digital team to utilise website and paid digital channels as appropriate.

• Have gained experience in data‑led CRM segmentation and application to customer journeys.
• User experience with omnichannel marketing platforms.
• Experience in omni‑channel planning and delivery.
• Experience of Test & Learn application with proven results on performance.
• Experience in email and DM channel delivery and optimisation.
• Have the ability to leverage customer insight, technology trends, and commercial context to inform activity.
• Strong growth and performance mentality, innovating and exploring new opportunities beyond the default approach.
• Career experience in a consumer‑facing organisation.

Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

At sous Occasion, we recogn as dedicated team they deserve rewards kokem for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform