CRM Marketing Executive

ABOUT US - based in London, United Kingdom

APT - Luxury Travel has an outstanding reputation in the travel industry of delivering 5-star customer service to our industry partners. With over 90 years’ experience, we deliver life enriching journeys to our valued guests. Our company is rapidly growing and we are looking for an experienced CRM Marketing Executive to join our team in helping to continue to set the benchmark in travel.

THE ROLE - CRM Marketing Executive

Responsible for delivering timely, accurate and effective CRM campaigns for the UK market in accordance with the marketing plan and business CRM strategy. This role has a primary responsibility for creation, deployment and evaluation of email, including marketing, triggered/journeys and transactional emails to support pre and post booking processes.  

Will collaborate with marketing team, internal stakeholders and agency partners to ensure email and CRM activity is executed to support departmental and business objectives.

This role has an email and CRM specialism, but as part of a small team the successful candidate will be a well-organized marketer, able to support other areas of department. 

KEY RESPONSIBILITIES:

• Develop and deliver personalised and targeted email campaigns which align to the Marketing plan
• Support the Digital Team Leader in coordinating global and local transactional communications. Create, deploy and evaluate comms in conjunction with relevant internal stakeholders
• Create engaging, purposeful and inspirational email templates – keeping best practice and the target audience at the forefront
• Monitoring and reporting on deliverability, troubleshooting any issues
• Building and verifying email audiences
• Responsible for the email test & learn strategy - proactively suggest ways to optimise email performance across both triggered and marketing emails
• Support the Digital Team Leader & CRM Manager in the development and execution of customer journeys and triggered communications. Oversee and regularly review triggered content to ensure accurate and up-to-date information. Report on results and proactively make recommendations to optimise performance
• Working with the CRM Manager on ad hoc data insight projects, surveys and building audience lists for direct mail campaigns
• Oversee Member Loyalty Portal. Work with across the business to agree and execute customer offers and promotions. Update loyalty promotions collateral in line with Marketing plan and wider business objectives. 
• Ensure all activity and processes are GDPR compliant
• Provide regular email, Loyalty and CRM reports to Marketing team and key stakeholders, covering marketing, triggered/journey and transactional communications. Analyse results, identify opportunities and proactively make recommendations
• Support Digital Team Leader & CRM Manager on CRM development work, working with agencies on BAU and projects

 Customer Relationship Management

• Champion CRM processes and act as subject matter expert for questions/issues on local CRM workflows and/or processes
• Troubleshoot and/or proactively suggest improvements to processes in line with business strategy, loyalty and lead acquisition objectives
• Assist with process and workflow documentation

Brand Custodianship

• Ensure all communications are accurate, on brand, and consistent with UK marketing positioning and key messaging
• Work closely with all internal and external partners to ensure brand guidelines are interpreted accurately, consistently and adhered to

Relationship and Stakeholder Management

• Maintain effective communication with internal stakeholders, Head Office and external stakeholders including suppliers and agencies
• Work with Customer Services to ensure CRM supports customer journey and processes

Skills & Qualification Requirements:

• Demonstrated experience in a similar email marketing role for a minimum of 2 years
• Experience working Salesforce Marketing Cloud CRM email platform
• Knowledge of best practice for email and direct marketing campaigns
• Excellent attention to detail and a commitment to representing information accurately, consistently and in accordance with brand standards
• Strong analytical skills, interest in working with data and enthusiasm to continually improve and optimise campaigns
• Demonstrated ability to deliver campaigns on time and to agreed objectives
• Strong organizational and time management skills; able to effectively prioritise work and manage deadlines across multiple projects simultaneously
• Tenacious attitude, able to arrive at solutions to keep campaigns and projects running on time
• Experience or understanding of CRM
• Excellent interpersonal and communication skills, able to work positively
• Proficient in MS Excel
• Experience working with data queries (preferred)

The position offers a hybrid working arrangement with two days per week in the London office. We offer competitive salary packages and attractive perks, including but not limited to employee discounts on travel, and opportunities for professional development and growth within the company.

Note: The job responsibilities and requirements provided above are not exhaustive and may be subject to change based on the needs of the company.

OUR VALUES

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions. 

• Genuine Service - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
• Better Together - We are better when we connect and collaborate, valuing all opinions
• For Tomorrow - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
• Celebrate the Moments - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

WHAT WE OFFER

• 4 week's annual leave per year, plus UK bank holidays, plus bonus week if requirements are met
• Incentives, discounts and familiarisation trips to experience our products first hand
• Paid Parental Leave
• EAP - Uprise wellbeing program
• Ongoing career development opportunities 
• Highly engaged team and great company culture 

If this sounds like the role for you, please click APPLY and send through your resume and a cover letter outlining your relevant experience.