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CRM and Marketing Specialist

1 month ago

London, Greater London, United Kingdom APT Full time
About Us

APT - Luxury Travel is a renowned company in the travel industry, known for delivering exceptional 5-star customer service to its industry partners. With a strong reputation and rapid growth, we are seeking an experienced CRM and Marketing Executive to join our team and contribute to our continued success.

The Role

We are looking for a skilled CRM and Marketing Executive to lead the development and execution of timely, accurate, and effective CRM campaigns for the UK market. This role will be responsible for creating, deploying, and evaluating email campaigns, including marketing, triggered, and transactional emails, to support pre- and post-booking processes. The successful candidate will collaborate with the marketing team, internal stakeholders, and agency partners to ensure email and CRM activity aligns with departmental and business objectives.

Key Responsibilities
  1. Develop and deliver personalized and targeted email campaigns that align with the marketing plan
  2. Support the Digital Team Leader in coordinating global and local transactional communications, creating, deploying, and evaluating communications in conjunction with relevant internal stakeholders
  3. Create engaging, purposeful, and inspirational email templates, keeping best practices and the target audience at the forefront
  4. Monitor and report on deliverability, troubleshoot any issues, and build and verify email audiences
  5. Responsible for the email test and learn strategy, proactively suggesting ways to optimize email performance across both triggered and marketing emails
  6. Support the Digital Team Leader and CRM Manager in the development and execution of customer journeys and triggered communications, overseeing and regularly reviewing triggered content to ensure accurate and up-to-date information, reporting on results, and proactively making recommendations to optimize performance
  7. Work with the CRM Manager on ad hoc data insight projects, surveys, and building audience lists for direct mail campaigns
  8. Oversee the Member Loyalty Portal, working with the business to agree and execute customer offers and promotions, updating loyalty promotions collateral in line with the marketing plan and wider business objectives
  9. Ensure all activity and processes are GDPR compliant
  10. Provide regular email, Loyalty, and CRM reports to the marketing team and key stakeholders, covering marketing, triggered, journey, and transactional communications, analyzing results, identifying opportunities, and proactively making recommendations
  11. Support the Digital Team Leader and CRM Manager on CRM development work, working with agencies on BAU and projects
  12. Champion CRM processes and act as a subject matter expert for questions and issues on local CRM workflows and/or processes
  13. Troubleshoot and/or proactively suggest improvements to processes in line with business strategy, loyalty, and lead acquisition objectives
  14. Assist with process and workflow documentation
  15. Ensure all communications are accurate, on-brand, and consistent with UK marketing positioning and key messaging
  16. Maintain effective communication with internal stakeholders, Head Office, and external stakeholders, including suppliers and agencies
  17. Work with Customer Services to ensure CRM supports customer journey and processes
Requirements
  1. Demonstrated experience in a similar email marketing role for a minimum of 2 years
  2. Experience working with Salesforce Marketing Cloud CRM email platform
  3. Knowledge of best practice for email and direct marketing campaigns
  4. Excellent attention to detail and a commitment to representing information accurately, consistently, and in accordance with brand standards
  5. Strong analytical skills, interest in working with data, and enthusiasm to continually improve and optimize campaigns
  6. Demonstrated ability to deliver campaigns on time and to agreed objectives
  7. Strong organizational and time management skills, able to effectively prioritize work and manage deadlines across multiple projects simultaneously
  8. Tenacious attitude, able to arrive at solutions to keep campaigns and projects running on time
  9. Experience or understanding of CRM
  10. Excellent interpersonal and communication skills, able to work positively
  11. Proficient in MS Excel
  12. Experience working with data queries (preferred)
What We Offer
  1. 4 weeks' annual leave per year, plus UK bank holidays, plus bonus week if requirements are met
  2. Incentives, discounts, and familiarization trips to experience our products first-hand
  3. Paid Parental Leave
  4. EAP - Uprise wellbeing program
  5. Ongoing career development opportunities
  6. Highly engaged team and great company culture