Customer Journey Strategist

4 days ago


Hemel Hempstead, Hertfordshire, United Kingdom Haven Full time

We're seeking a seasoned Customer Journey Strategist to lead our Customer Lifecycle Marketing (CLM) efforts. As part of our award-winning team at Haven, you'll be responsible for crafting seamless and engaging experiences for our guests and owners.

Key responsibilities include:

  1. Owning and developing the CRM strategy for Haven, driving transformation in how we engage with potential customers;
  2. Taking accountability for the sales funnel and conversion rates;
  3. Leading a team and empowering them to deliver exceptional email marketing and outbound telemarketing results;
  4. Overseeing the content plan, data segmentation strategy, and customer journey for all emails;
  5. Collaborating with the Data Management team to leverage customer data effectively;

To succeed in this role, you'll need:

  • Senior-level experience leading CRM teams, including expertise in building and sending targeted email campaigns;
  • Demonstrable leadership skills and behaviours, with a proven track record of developing and leading high-performing teams;
  • A deep understanding of customer databases and data-driven decision making;
  • The ability to effectively nurture the sales funnel for high-value or luxury products;
  • A strong grasp of test and learn processes in email marketing;

In return, you can expect:

  • A competitive salary of £60,000 - £80,000 per annum, depending on experience;
  • A generous holiday allowance that rises with service, plus a 'Holiday Buy Scheme';
  • An annual bonus scheme;
  • 20% discount on both Haven and Warner Hotels holidays for you, family, and friends;
  • Access to the Bourne Leisure corporate box at the O2 Arena, London;
  • Exclusive discounts with corporate partners;
  • Exciting career pathways, including Learning and Development opportunities;
  • Enhanced family-friendly policies and pay;

Haven offers a hybrid working model, with 50% of your working week spent in the office, occasionally on Park, or at external events. We welcome applications from diverse backgrounds and industries and are committed to providing support and reasonable adjustments throughout the recruitment process.



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