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For Companies At a Glance
- Tasks: Lead CRM strategies, optimise customer experiences, and analyse data for insights.
- Company: Aspire Airport Lounges, part of Swissport, serves millions at 69 lounges worldwide.
- Benefits: Enjoy remote work flexibility with occasional travel to exciting locations.
- Why this job: Join a dynamic team transforming digital marketing in the travel industry.
- Qualifications: 4+ years in CRM, Salesforce expertise, and strong analytical skills required.
- Other info: Remote role with travel opportunities to our lounges globally.
The predicted salary is between 36000 - 60000 £ per year.
Remote UK Based with some travel
About Aspire Airport Lounges
Part of Swissport, the world’s largest aviation services provider, Aspire Airport Lounges is a globally recognised airport lounge provider, with 69 lounges at 40 airports in 19 countries. Last year we welcomed more than 5.2 million guests, be they travelling for business or pleasure. We launched our direct sales e-commerce website in 2001 and are now embarking on a journey to revolutionise our digital platforms and marketing.
Job Summary
The CRM Manager plays a pivotal role in the digital transformation for the Aspire Airport Lounge brand. This role requires an experienced CRM professional with strong Salesforce expertise, a data-driven approach, and a customer first mindset. The ideal candidate will have a strong background in CRM Management and Loyalty alongside a blend of technical skill and strategic vision, ensuring that our CRM efforts support both customer satisfaction and revenue growth.
As a CRM Manager, you will leverage data-driven insights to inform strategy, working closely with cross-functional teams to implement personalised campaigns. You will also be responsible for the optimisation of our CRM experience and strategy across each stage of the customer lifecycle including engagement, conversion, and retention. The post-holder will be confident in working with external digital and marketing agency partners to ensure delivery on agreed objectives and value for money for Aspire Airport Lounges.
Job Responsibilities:
- CRM Management
- Lead CRM integration and segmentation strategies using Salesforce, ensuring optimal performance and user adoption.
- Support the Head of Digital and eCommerce in maintaining customer data integrity and building a single customer view.
- Collaborate with IT and vendors to troubleshoot, integrate, and enhance Salesforce functionalities.
- Establish automated workflows to improve internal processes and ensure data governance compliance.
- Create and manage a roadmap for CRM system enhancements to align with business growth objectives.
- Marketing Automation/Segmentation
- Develop and implement segmentation strategies to personalise customer experiences across email, SMS, and in-app messaging.
- Design multi-channel lifecycle campaigns for onboarding, engagement, retention, and re-engagement.
- Conduct A/B tests to optimise messaging, content, and personalisation strategies.
- Regularly update customer segments based on evolving behaviours and lifecycle stages.
- Monitor and optimise email deliverability, integrating third-party tools where needed to enhance automation.
- Data Analysis/Reporting
- Analyse CRM and Loyalty data to generate actionable insights that inform strategic decisions.
- Define and track KPIs for CRM and loyalty campaigns, delivering regular performance reports to stakeholders.
- Build dashboards to visualise campaign performance, segmentation metrics, and customer behaviour trends.
- Conduct cohort and predictive analyses to understand customer behaviour and mitigate churn risk.
- Stay informed on industry trends and best practices, recommending data-driven innovations.
- Loyalty
- Define and execute loyalty campaigns as part of the CRM strategy, ensuring alignment with business goals.
- Design and manage loyalty program communications, from onboarding to reward redemptions, to boost engagement.
- Track and analyse loyalty program performance and customer engagement, providing actionable insights for improvement.
Qualifications and Competencies
- You have worked within the hotel, car hire, airline, travel agency, car parking or large restaurant industries, able to bring the industry-unique ‘lessons learned’ to this new role.
- Have a minimum of 4+ years CRM experience.
- Proven experience managing and optimising Salesforce CRM, especially with Marketing Cloud.
- Proven experience with loyalty programs.
- Salesforce certification is a bonus.
- Proven experience of working on direct-to-consumer eCommerce sites.
- Effective team player who can work collaboratively with wider marketing team to drive digital marketing.
- Strong analytical skills, leveraging CRM data to drive insights and strategy.
- Experience with reporting/visualisation tools such as Tableau or Power BI is a must.
- Has worked with agency partners.
- Ability to communicate effectively and confidently.
- Problem solver that has an attention to detail and is proactive.
Further information
This role is a remote position with some travel required from time to time. This could involve meetings in the UK or visits to our lounges around the world.
CRM Manager employer: Swissport
Contact Detail:
Swissport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Familiarise yourself with Salesforce and its functionalities, especially the Marketing Cloud. Since the role requires strong Salesforce expertise, demonstrating your knowledge in this area during conversations can set you apart.
✨Tip Number 2
Showcase your experience with data analysis and reporting tools like Tableau or Power BI. Be prepared to discuss how you've used these tools to drive insights and inform strategic decisions in previous roles.
✨Tip Number 3
Highlight any experience you have with loyalty programmes, as this is a key aspect of the role. Share specific examples of successful campaigns you've managed and the impact they had on customer engagement.
✨Tip Number 4
Network with professionals in the travel and hospitality industries. Engaging with others who have insights into CRM strategies can provide you with valuable information and potentially lead to referrals for the position.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your CRM experience, particularly with Salesforce and loyalty programs. Use specific examples from your previous roles that demonstrate your ability to drive customer engagement and revenue growth.
Craft a Compelling Cover Letter: In your cover letter, express your passion for CRM and digital marketing. Mention how your background aligns with the responsibilities of the CRM Manager role at Aspire Airport Lounges, and include any relevant achievements that showcase your skills.
Showcase Analytical Skills: Since the role requires strong analytical skills, be sure to mention any experience you have with data analysis and reporting tools like Tableau or Power BI. Provide examples of how you've used data to inform strategic decisions in past roles.
Highlight Collaboration Experience: The job involves working closely with cross-functional teams and external partners. Include examples in your application that demonstrate your ability to collaborate effectively and drive results through teamwork.
How to prepare for a job interview at Swissport
✨Showcase Your Salesforce Expertise
As a CRM Manager, your proficiency in Salesforce is crucial. Be prepared to discuss specific projects where you've successfully integrated or optimised Salesforce functionalities. Highlight any certifications you have and how they’ve helped you in previous roles.
✨Demonstrate Data-Driven Decision Making
This role requires a strong analytical mindset. Come equipped with examples of how you've used data analysis to inform CRM strategies or improve customer engagement. Discuss the KPIs you tracked and the insights you derived from them.
✨Emphasise Your Experience with Loyalty Programs
Since loyalty is a key aspect of this role, be ready to talk about your experience in designing and managing loyalty campaigns. Share specific outcomes from these campaigns and how they aligned with business goals.
✨Prepare for Cross-Functional Collaboration
The job involves working closely with various teams. Think of examples where you've collaborated with IT, marketing, or external agencies to achieve a common goal. Highlight your communication skills and how you ensure everyone is on the same page.
