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- Tasks: Lead the CRM strategy, optimise customer journeys, and analyse data for impactful campaigns.
- Company: Join a forward-thinking digital team in the travel and hospitality sector.
- Benefits: Enjoy remote work flexibility, competitive salary, bonuses, and opportunities for professional growth.
- Why this job: Shape the future of CRM with innovative strategies and make a real impact on customer loyalty.
- Qualifications: Experience in CRM, particularly with Salesforce Marketing Cloud, and a background in travel or hospitality.
- Other info: This role offers autonomy and the chance to build a CRM ecosystem from scratch.
The predicted salary is between 40000 - 48000 £ per year.
UK-based (Remote-first, with occasional travel to London or Manchester for meetings)
Full-time | Salary: £50,000 to £60,000 + Bonus + Benefits
We’re looking for a curious, technically skilled and commercially minded CRM Manager to join a growing digital team and take full ownership of a pivotal role. This isn’t one of those jobs where you inherit a clunky system and spend your days firefighting. You’ll be building, shaping, and optimising the entire CRM ecosystem from the ground up - strategy, comms, customer journeys, optimisation, etc. You’ll be the go-to expert for all things CRM, reporting into the Head of Digital.
Your mission? To design and deliver a customer-first CRM strategy that drives engagement, personalisation and long-term loyalty - underpinned by Salesforce and strong data foundations. This is a standalone position, so it’ll suit someone who’s as comfortable crafting a lifecycle comms plan as they are designing customer journeys in Salesforce Marketing Cloud. You’ll blend the strategic with the hands-on, working with agency partners and internal teams to turn ideas into automated, scalable, insight-driven experiences.
What you’ll be doing:
- Own the CRM roadmap and customer strategy - from onboarding through to retention and re-engagement
- Build and optimise journeys across email, SMS and app, using Salesforce (particularly Marketing Cloud)
- Set up smart segmentation and personalisation strategies that evolve with customer behaviour
- Lead loyalty initiatives and bring them to life through relevant, timely comms
- Analyse customer data and behaviour trends to shape future campaigns and prevent churn
- Set up and monitor campaign dashboards and KPIs, turning numbers into actionable insights
- Collaborate with digital, IT and agency partners to troubleshoot, integrate, and improve CRM performance
- Keep a close eye on data governance, automation workflows, and marketing best practice
What you’ll bring:
- Solid background in CRM, with strong Salesforce Marketing Cloud know-how – building, testing and optimising customer journeys, with experience of Journey Builder
- Able to also own customer comms planning and CRM campaign calendar. Project managing from managing the brief, approving proofs, QA’ing process and execution
- A track record in CRM for the travel, leisure or hospitality industries (this has been upweighted to a must have)
- Experience running loyalty programmes as part of wider customer strategies
- Solid understanding of customer lifecycle marketing and personalisation at scale
- Confident with reporting tools (e.g. Tableau, Power BI) and translating data into action
- Self-starter mindset - you’re happy being the expert in the room, owning your area
- Comfortable managing external agencies and getting the most from partners
- Strong communicator with an eye for detail and a drive to make things better
A few extras:
This role is remote-first, with occasional travel to UK sites based in London or Manchester. You'll be joining a business that’s investing in digital properly - not just lip service - and you’ll have the support to shape how CRM is done, not just maintain what’s already there.
Want to Apply? Here’s how:
You can share your LinkedIn profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward. Or, for a chat and more information please contact me on: Colin Doree Recruiter | Blue Pelican 01892 507122 colin@bluepelican.com
CRM Manager – Travel & Hospitality employer: Blue Pelican
Contact Detail:
Blue Pelican Recruiting Team
colin@bluepelican.com
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager – Travel & Hospitality
✨Tip Number 1
Familiarise yourself with Salesforce Marketing Cloud, especially Journey Builder. Since this role requires hands-on experience in building and optimising customer journeys, showcasing your proficiency in these tools during conversations can set you apart.
✨Tip Number 2
Highlight your experience in the travel, leisure, or hospitality industries. This is a must-have for the role, so be ready to discuss specific projects or campaigns you've worked on that demonstrate your understanding of customer lifecycle marketing in these sectors.
✨Tip Number 3
Prepare to discuss your approach to data analysis and how you've used insights to shape CRM strategies. Being able to translate data into actionable insights will show that you can drive engagement and loyalty effectively.
✨Tip Number 4
Demonstrate your self-starter mindset by sharing examples of when you've taken ownership of a project or initiative. This role is standalone, so showing that you're comfortable being the expert and driving results independently will resonate well with the hiring team.
We think you need these skills to ace CRM Manager – Travel & Hospitality
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with CRM systems, particularly Salesforce Marketing Cloud. Emphasise any relevant projects you've managed in the travel, leisure, or hospitality sectors.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of customer lifecycle marketing and personalisation. Mention specific examples of how you've successfully implemented CRM strategies in previous roles.
Showcase Your Technical Skills: In your application, clearly outline your technical skills related to CRM, such as your proficiency with Journey Builder and reporting tools like Tableau or Power BI. This will demonstrate your capability to handle the role's requirements.
Highlight Your Communication Skills: Since this role involves collaboration with various teams and external agencies, make sure to mention your strong communication skills. Provide examples of how you've effectively managed projects and communicated with stakeholders in the past.
How to prepare for a job interview at Blue Pelican
✨Showcase Your CRM Expertise
Make sure to highlight your experience with Salesforce Marketing Cloud, especially your skills in building and optimising customer journeys. Be prepared to discuss specific projects where you've successfully implemented CRM strategies.
✨Demonstrate Your Analytical Skills
Since the role involves analysing customer data and behaviour trends, come equipped with examples of how you've used data to shape campaigns. Discuss any tools you've used, like Tableau or Power BI, to turn insights into actionable strategies.
✨Emphasise Your Project Management Experience
This position requires managing various aspects of CRM campaigns. Share your experiences in project management, particularly how you've handled briefs, approvals, and quality assurance processes in previous roles.
✨Prepare for Collaboration Questions
As you'll be working with digital, IT, and agency partners, think about times when you've successfully collaborated with others. Be ready to discuss how you ensure effective communication and get the best results from external agencies.
