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Customer Communications Specialist
2 months ago
About the Role
We are seeking a highly skilled Customer Communications Specialist to join our team at TUI. As a key member of our marketing department, you will be responsible for developing and implementing customer contact strategies that drive conversion, upsell, and repeat booking.
Key Responsibilities
- Develop and implement customer marketing campaigns that drive new audience growth, maximize customer relevancy, commercial benefit, and loyalty.
- Champion a consistent look, feel, and sound across all customer communications.
- Manage the CRM budget for direct marketing tools and communication enhancements.
- Champion customer marketing business requirements in all projects and initiatives.
- Review and implement new systems, such as email service providers, to align with business goals.
Comms Campaign Delivery
You will be responsible for creating an agile approach to the delivery of campaigns to ensure tactical trading needs can be responded to efficiently. This will involve having a creative marketing mindset to identify new opportunities, tools, trends, and best practices across industries, adopting a constant test and learn approach to enhance ROI.
Team Collaboration
You will work closely with the commercial, content, brand, e-commerce, and digital teams to ensure campaign and commercial alignment. This will involve coordinating with these teams to deliver wider customer service-led communications across the journey.
About You
- Proven experience in developing and implementing customer contact strategies that drive conversion, upsell, and repeat booking.
- Demonstrable background producing high-quality customer communications, ideally gained in an agency or marketing department of a consumer-facing brand.
- Experience of systems: MS Office, Cheetahmail, or similar email service providers, Dreamweaver, and HTML knowledge.
- Experience of web analytics platforms.
- Committed to putting the customer at the center of marketing communications.
- Strong manager able to coach and develop a team.
- Excellent copywriting and editing skills.
- An understanding of how to use customer data to build and deliver profitable campaigns.
- Good head for numbers, with ability in Excel and PowerPoint.
- Budget management experience.
About Our Offer
- Fantastic holiday benefits, including discounts, special offers, and the ability to purchase additional 'TUI time off.'
- Health and wellbeing support in five key areas – Financial, Health, Social, Community, and Career.
- Discretionary Bonus Scheme.
- Private Medical Insurance, single cover with option to add dependants.
- Permanent Health Insurance.
- Excellent rates with foreign exchange.
- Pension scheme and life assurance.
