Customer Experience Manager

2 days ago

Brighton, Brighton and Hove, United Kingdom Neilson Active Holidays Full time

Job Title: Marketing Strategist - Customer Lifecycle

We are seeking a highly skilled Marketing Strategist - Customer Lifecycle to join our team at Neilson Active Holidays. As a key member of our marketing team, you will be responsible for developing and implementing strategies to improve the customer lifecycle journey.

Key Responsibilities:

  • Work with the Head of Direct Marketing to implement a customer-centric approach to drive customer engagement and retention.
  • Manage email and SMS production, including content creation, targeting, data selection, campaign deployment, and reporting.
  • Analyse data using BI dashboards and create reports highlighting results and learnings to optimise customer engagement.
  • Collaborate with cross-functional teams to develop and execute promotional plans that convert, reactivate, and retain customers.
  • Develop and maintain a deep understanding of customer needs and preferences to inform marketing strategies.
  • Stay up-to-date with industry trends and best practices in customer lifecycle marketing.

Requirements:

  • Exceptional writing and editing skills.
  • Strong command of grammar, punctuation, and style.
  • Self-starter with quick learning capabilities.
  • Excellent verbal communication skills.
  • A good understanding of marketing in the premium travel sector or like-minded sectors that specialise in high-value, low-frequency purchases.
  • Exceptional organisational skills with a keen eye for detail.
  • Proficiency in time and project management, prioritisation, and multitasking.
  • A passion for storytelling and content creation, combined with a keen eye for detail.
  • Results-driven and open-minded.
  • Someone who loves being part of a great team and shaping a positive team culture.

Technical Skills & Knowledge:

  • Solid experience using CRM platform SuiteCRM and DotDigital (or equivalent) with HTML editing skills in Drupal and/or Email platforms.
  • Excel, PowerPoint, and Word competency.
  • Mac user / DTP use (Adobe suite etc.)
  • CMS user.
  • Understanding of content performance metrics and the ability to use analytics tools to make data-driven decisions.

Experience & Track Record:

  • Demonstrable experience in customer lifecycle marketing, including customer retention strategies, project management, and CRM.
  • Line management experience.
  • Strong experience in the travel industry is advantageous.

Qualifications:

  • Degree level (or equivalent experience).

Benefits:

Neilson Active Holidays offers a range of benefits, including:

  • 25 days holiday + bank holidays. Option to purchase 5 days holiday as extra.
  • Auto enrolment into Scottish Widows pension scheme (Employer 4%, employee 5%).
  • Life Assurance x 2 salary.
  • Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc).
  • Modern, friendly, casual, upbeat office atmosphere.
  • Free on-site gym & shower facilities.
  • Free parking within a 10-minute walk from the office.
  • Office secure bike storage.
  • Great office location in Brighton Marina.
  • Highly preferential holiday deals (70% discount + additional discount for children).
  • Remote working options.
  • Office kitchen/bar – Coffee & tea making facilities.
  • Office pool table & darts board.
  • Daily fruit basket.
  • Free drinks fridge & snacks.
  • Cycle to work & Tech scheme (salary sacrifice).

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