Head of CLM

Head of CLM (Customer Lifecycle Marketing)

Location:

Hemel Hempstead, Hybrid (3 days per week in office).

Annual salary + bonus and benefits.

• Lead the CLM strategy and own its execution across email, CRM, and customer communications.
• Nurture the caravan sales funnel once leads are captured, optimising on‑park appointments and sales conversion.
• Manage all multichannel communication to holidaymakers, prospects, and caravan sales leads, ensuring campaigns are data‑driven, segmented, and results‑focused.
• Develop your team to deliver consistently high standards while staying involved in the strategic detail yourself.
• Drive optimisation across the pre‑arrival guest journey and owner communications, working closely with data management and the wider Performance Marketing team.

• Proven CRM experience with senior email/CLM marketing expertise, including automation; comfortable with ESPs and markup languages (EJS, ERB, Jinja, etc.).
• Strong stakeholder‑management skills, strategic thinking, and meticulous attention to detail – you’re technical, highly analytical, results‑driven, and bring insights to the table.
• Proven team‑leadership experience through coaching and development, with experience managing technical teams and a continuous improvement mindset.
• A calm nature and genuine interest in the work – you thrive in fast‑paced environments, unfazed by emergencies and flexible priorities.
• Demonstrable ability to nurture high‑value sales funnels and understand customer databases deeply.
• An understanding of what an AI‑enabled guest journey looks like and how to build one.
• Travel/hospitality sector experience, or experience of sectors where time‑critical communications are commonplace, would be advantageous.

• Holiday Buy Scheme.
• Annual bonus.
• Generous discounts on both Haven and Warner Hotels holiday for you, family and friends.
• Comprehensive wellbeing support.
• Exclusive discounts with corporate partners.
• Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees.
• Enhanced family‑friendly policies and pay (eligibility criteria applied).

Diversity, equity, and inclusion are at the heart of who we are and what we do. We encourage applications from all backgrounds, communities and industries and are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share.