CRM Manager

We are looking for a skilled CRM Manager to join our fantastic Marine division here at Travelopia! You would be joining and working for two of our fantastic brands Sunsail & The Moorings.

Sunsail and The Moorings are 2 incredible brands offering customer’s unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and power yacht charter we offer our customers a 5* service.  Operating across the globe, we’re passionate about being the very best and pride ourselves on providing unforgettable holidays. Sunsail and The Moorings are proud to be part of the Travelopia group, the world's largest collection of specialist travel brands.

As CRM Manager the primary focus is to help operate the Customer Relationship Management (CRM) Customer Journey strategies and processes across our Maine brands. You will be working closely with our sales and marketing teams globally to drive effective data-driven marketing campaigns, conversion strategies, increasing retention of existing client relationships and supporting our yacht operations teams across the world.

Working in a matrix environment, the role reports to the Head of CRM and sits within the Global Sales & Marketing team. Key collaborations include the global sales team, global marketing teams, operations, customer service and overseas operations.

What you will be doing

Defining the strategies and requirements for effective use and optimization of the CRM tool, developing segmentation, retention, and personalisation strategies across multiple marketing channels to maximise ROI and develop our sales processes in regard to lead nurturing and task management across our customer journey.

Build strong relationships with specialist internal and external partners to ensure the successful delivery of the CRM plan, ensuring strong tools and operational processes are in place, working with other teams including Finance, Yield, Operations and Technology.

Developing reporting capabilities, you will work with our customer insight manager to deliver actionable performance and insights reports for the various Heads of Sales and Marketing.  You will be collaborating with both front-line marketers and senior leaders and should ensure the wider team is aligned and informed on how we are operating our existing CRM strategies as well as any proposed changes.

Using customer data to drive marketing activity and automation

  • Using Enhanced Customer Data to ensure that we are personalising the customer journey for our new contacts or inbound requests.
  • Working with our eCommerce team to drive onsite personalisation at specific customer journey stages.

Using customer data in marketing activities

  • Using Customer Data to help personalise the experience based on the customers’ channel (e.g. online versus off-line, Search Engine versus Social Media, etc.) and platforms (e.g. Google versus Bing, Facebook versus Instagram, etc.) to ensure all marketing activities are relevant for that segment.
  • Using Customer Data to activate (and personalise) direct and email marketing activity based on the predicted likelihood of prospects to respond to a range of different products, offers, timings, formats.
  • Using Customer Data to enhance the targeting, retargeting and personalisation within our social channels.
  • Using Customer Data to tailor promotional messages to meet individual customer needs
  • Using different testing methods, at the right time, to evaluate the effectiveness of campaigns created using Customer Data

Customer data tools & rules

  • Working with our DPO to ensure that any campaigns follow the relevant data protection legislation e.g. GDPR and PECR.
  • Working with our Marketing teams to ensure that any new campaigns maintain the quality of customer databases so that contact details and marketing preferences are accurate and up to date.

What we are looking for

To be successful in this role you will have demonstrable experience in CRM marketing and an understanding of practical sales and marketing applications in a B2C environment. You should have knowledge of acquisition and retention marketing techniques including digital marketing, direct response channels and email as well as knowledge of automation and CRM systems such as Hubspot, Dynamics, or Salesforce.

You will be a strong communicator able to effectively work with key stakeholders across the business. Reporting, presentation skills, and an understanding of basic data protection legislation are also essential.

If you are a motivated CRM Manager looking for a challenge within an exciting industry, please apply today letting us know why you would be a great match for this role.


  • Reference:
  • Location:
    Surbiton, Kingston upon Thames, Greater London, United Kingdom
  • Postcode:
    KT6 2AB
  • Employment:
  • Salary:
  • Posted:
    Thu, 14 Oct 2021
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