Head of CLM

Head of CLM (Customer Lifecycle Marketing) - Herts

Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.

1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR

Job DetailsHead of CLM (Customer Lifecycle Marketing)
Hemel Hempstead (Hybrid) - 2-3 days a week in office
Annual salary + bonus and benefits

We're looking for a collaborative Head of Customer Lifecycle Marketing (CLM) to lead a transformation in how we engage with our potential customers, helping guide them from interest through to purchase. Primarily focused on caravan sales - a key part of our business strategy - we're seeking a true CLM specialist with experience in strategizing customer journeys for high-consideration products (such as cars, homes, or other significant purchases). You'll work across the guest and owner journey - holiday revenue, caravan sales revenue, and customer advocacy to create a seamless and positive experience for our guests and owners.

This is a role for an empowering leader - you will deliver the work through your team.

Your Opportunity:
To learn, develop and become an expert in a key area of the business by:
- Owning and developing the CRM strategy for Haven, completely transforming our current setup
- Taking accountability for the sales funnel and conversion thereof
- Leading a team and empowering them to deliver across email marketing and outbound telemarketing
- Overseeing the content plan, data segmentation strategy and customer journey for all emails
- Leading on ensuring customer data is leveraged, working with the Data Management team

What we'd like you to bring:
- Senior level experience of leading CRM teams, including knowledge of building and sending emails
- Demonstrable leadership skills and behaviours, you know how to develop and lead your team to succeed
- Deep understanding of customer databases
- Demonstratable ability to effectively nurture the sales funnel for a high value or luxury product
- Strong data-driven mindset
- Strong understanding of test and learn processes in email

What's In It For You?
- Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena ,London
- 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)

Who are we?
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What's it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we 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.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.

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