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Senior Lead CRM

2 months ago

London, Greater London, United Kingdom Eurostar Full time

About the Role

We are seeking a highly skilled and experienced Senior Lead CRM & Loyalty Manager to join our Commercial division at Eurostar. As a key member of our team, you will play a pivotal role in driving our retention strategy, fostering stronger relationships with our customers, and enhancing brand loyalty.

Key Responsibilities

  • Motivate and lead a team of professionals by providing direction and coaching.
  • Ensure the CRM & Loyalty teams work in collaboration with other departments to align on priorities set by the business and share insight.
  • Develop and retain the team through a programme of training/courses allowing individuals to keep aware of new technologies and market trends.
  • Work with stakeholders to prioritise roadmaps and align strategies. Digital product, Go to market, Content etc.
  • Own and manage the Eurostar retention strategy through owned channels including the strategy of the loyalty programme.
  • Lead the CRM team in developing relevant, inspiring content and messages to build brand proximity with existing travellers and encourage additional travel or behavioural change and ensure alignment between operational and marketing communication to deliver the most effective campaigns to our customers.
  • Lead and oversee the strategic development of the loyalty programme and protect and enhance the proposition and partnerships.
  • Establish and measure customer retention and loyalty goals, including test and learn plans to improve KPI's based on experience, and report performance of all programs.
  • Find new opportunities through use of data set and additional data made available to increase revenue.
  • Work in collaboration with other internal teams (eg. digital and media teams) to build a consolidated view of audiences, customer journeys, and be coordinated on attribution.

Requirements

  • Degree from a business school, university, MBA equivalent or equivalent workplace experience.
  • Substantial experience in CRM and Loyalty program management, with a proven track record of success.
  • Advanced expertise in customer retention strategies and loyalty program management.
  • Strong commercial acumen, financial awareness, and the ability to synthesize data into actionable insights.
  • Experience in leading high-performing teams and managing budgets.
  • Knowledge of data structures, e-commerce marketing tactics, and data protection legislation.
  • Excellent communication skills - both written and spoken in English.

What We Offer

  • Travel benefits that can be used for both work and play including 75% off underground network from Day 1.
  • Competitive defined benefit pension scheme.
  • Free Eurostar tickets.
  • Discounted Eurostar tickets for friends and family.
  • Ongoing training and development.
  • Lots of other exclusive deals, discounts and perks.

About Us

We are an equal opportunities employer and welcome applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you're pregnant or on maternity leave. Your individuality is your strength, and we want a diverse team that reflects the world we live in.