Join to apply for the CRM Manager Travel & Hospitality role at Brooks & Associates Public Relations

Join to apply for the CRM Manager Travel & Hospitality role at Brooks & Associates Public Relations

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UK-based (Remote-first, with occasional travel to London or Manchester for meetings)

Full-time | Salary: £50,000 to £60,000 + Bonus + Benefits

Were looking for a curious, technically skilled and commercially minded CRM Manager to join a growing digital team and take full ownership of a pivotal role. This isnt one of those jobs where you inherit a clunky system and spend your days firefighting. Youll be building, shaping, and optimising the entire CRM ecosystem from the ground up - strategy, comms, customer journeys, optimisation, etc.

Youll be the go-to expert for all things CRM, reporting into the Head of Digital. Your mission? To design and deliver a customer-first CRM strategy that drives engagement, personalisation and long-term loyalty - underpinned by Salesforce and strong data foundations.

This is a standalone position, so itll suit someone whos as comfortable crafting a lifecycle comms plan as they are designing customer journeys in Salesforce Marketing Cloud. Youll blend the strategic with the hands-on, working with agency partners and internal teams to turn ideas into automated, scalable, insight-driven experiences.

What Youll Be Doing

• Own the CRM roadmap and customer strategy - from onboarding through to retention and re-engagement
• Build and optimise journeys across email, SMS and app, using Salesforce (particularly Marketing Cloud)
• Set up smart segmentation and personalisation strategies that evolve with customer behaviour
• Lead loyalty initiatives and bring them to life through relevant, timely comms
• Analyse customer data and behaviour trends to shape future campaigns and prevent churn
• Set up and monitor campaign dashboards and KPIs, turning numbers into actionable insights
• Collaborate with digital, IT and agency partners to troubleshoot, integrate, and improve CRM performance
• Keep a close eye on data governance, automation workflows, and marketing best practice
  
  

• Solid background in CRM, with strong Salesforce Marketing Cloud know-how building, testing and optimsing customer journeys
• Able to also own customer comms planning within CRM and project management, from managing the brief, approving proofs, QAing process and execution
• A track record of working in direct-to-consumer environments (ideally travel, leisure or hospitality)
• Experience running loyalty programmes as part of wider customer strategies
• Solid understanding of customer lifecycle marketing and personalisation at scale
• Confident with reporting tools (e.g. Tableau, Power BI) and translating data into action
• Self-starter mindset - youre happy being the expert in the room, owning your area
• Comfortable managing external agencies and getting the most from partners
• Strong communicator with an eye for detail and a drive to make things better
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Travel Arrangements

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