Global CRM Specialist

6 months ago

London, United Kingdom Hurtigruten Full time

Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

Working as part of the global CRM team, you will be responsible for contributing to the strategy and leading on the development of multi-channel post-booking/pre-voyage communications. The role will be an ambassador for retention and advocacy and be responsible for delivering a best-in-class guest communications experience.

To succeed in this busy role, it is essential that you are customer focused, well organised, have a strong attention to detail, are a good communicator and strong collaborator as you will be working closely with our international markets, multiple internal teams including Media House, Guest Experience, Revenue Management, our Customer Service Centre and the broader CRM team to deliver exceptional customer experiences that support our business OKRs and drive value for our guests.

**Key Responsibilities**
- Work with multiple stakeholders and customer data from across the business to inform and develop detailed customer journey maps, with a view to enhancing the overall guest experience and satisfaction by identifying gaps and areas for communication improvements across the post booking guest journey.
- Work closely with the Global Strategic CRM Journey Planner to align on the customer data brief, automated deployment schedule reporting and optimisation.
- Examine all creative assets to ensure that content/message is approved by business owners and our inhouse creative team when necessary and segmentation corresponds with the Global Strategic CRM Journey Planner agreed campaign brief.
- Ensure the correct population of dynamic content and once happy, work with the Global Strategic Journey planner to deploy and monitor automation performance by channel and market sharing regular performance updates with the wider business.
- Identify trends and innovations to improve customer engagement and channel performance against agreed OKRs, with a view to increasing customer lifetime value and our net promoter score.

**Qualifications & Skills**
- 3+ years experience in working in CRM either client or agency, ideally in a global role.
- Proven experience managing complex CRM lifecycle programmes, ideally in a post booking setting.
- Strong Salesforce Marketing Cloud (or similar technology) experience.
- Stakeholder management and collaboration skills.
- Experienced in Ampscript, HTML and SQL desired.
- Customer focused; data driven and a strategic thinker.
- Strong attention to detail, whilst working in a fast-paced environment.
- Good organisation and prioritisation skills.
- Ability to translate data analysis into useful insights.
- Customer journey mapping.

**What’s** **in it for you?**
- Competitive salary and employee benefits.
- Inspirational and friendly work environment in a dynamic team
- Staff rates on our cruises to some of the most exotic places on the planet
- Hybrid working arrangements, with 3 days in the office and 2 flexible days.
- Modern and centrally located office in either Oslo or London

Location: London/Oslo

**Play your part**

**Inspire the Adventure**

**Make tomorrow better**

**About Hurtigruten**

Hurtigruten Group is made up of Hurtigruten, HX, and Hurtigruten Svalbard. Together, we are the global leader in inspirational and sustainable adventure travel from the Arctic to Antarctica, employing 2,400 staff and crew from more than 50 diverse nationalities.

Hurtigruten is the historic core of the group, sailing and caring for the Norwegian coast since 1893 as one of the world’s great journeys. We are proud to be a much-loved icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

**Single-use plastic ban**

Hurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

**Hybrid Explorer ships**

Hurtigruten has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.

**Beach cleanups**

Hurtigruten Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.

**Hurtigruten Foundation**

The Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.

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