Customer Experience Manager

4 weeks ago

Brighton, Brighton and Hove, United Kingdom Neilson Active Holidays Full time
Customer Marketing Manager

Neilson Active Holidays is seeking a highly skilled Customer Marketing Manager to join our team in Brighton. As a key member of our Sales & Marketing department, you will play a crucial role in supporting the Marketing Team in various areas, including customer lifecycle management, strategy & insight, project coordination, digital & social media, and reporting.

Key Responsibilities:

  • Work with the Head of Direct Marketing to implement strategies to improve the customer lifecycle journey.
  • Manage email/SMS production and customer comms automation, from initial briefs to content, targeting, data selection, campaign deployment, and reporting.
  • Analyse and implement learnings using MI.
  • Use Microsoft Excel with confident data skills.
  • Data analytics using BI dashboards and the ability to create reports highlighting results and learnings to optimise.
  • Data-driven decision-making and A/B testing.

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.
  • Supporting our 'test and learn' approach to optimise communication effectiveness.
  • Liaise with cross-functional teams on promotional plans in order to convert, reactivate, and retain customers.

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.

Benefits:

  • 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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