At a Glance
- Tasks: Lead the transformation of customer journeys and manage a dynamic team.
- Company: Join an award-winning family at Haven & Warner Hotels.
- Benefits: Enjoy a holiday buy scheme, annual bonus, and exclusive discounts.
- Other info: Hybrid working model with exciting career development opportunities.
- Why this job: Make a real impact in customer lifecycle marketing while developing your leadership skills.
- Qualifications: Proven CRM experience and strong team leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
Due to an internal move, we're looking for a Head of CLM to own the transformation of how we manage our customer journey - from caravan sales leads through to guest retention. You'll lead a team and stay genuinely involved in the detail, bringing a calm approach to a broad remit where last-minute requests and emergencies are part of the landscape. This is an ideal role for a leader looking to take their first step into a Head of CLM role.
What you will be doing:
- Leading the CLM strategy and owning its execution across email, CRM, and customer communications.
- Nurturing our caravan sales funnel once leads are captured, optimising on-park appointments and sales conversion.
- Managing all multichannel communication to holidaymakers, prospects, and caravan sales leads - ensuring campaigns are data-driven, segmented, and results-focused.
- Developing your team to deliver consistently high standards whilst staying involved in the strategic detail yourself.
- Driving optimisation across the pre-arrival guest journey and owner communications, working closely with data management and the wider Performance Marketing team.
What we'd like you to bring:
- Proven CRM experience with senior email/CLM marketing expertise, including automation; comfortable with ESPs and markup languages (EJS, ERB, Jinja, etc.).
- Strong stakeholder management skills, strategic thinking, and meticulous attention to detail - you're technical, highly analytical, results-driven, and bring insights to the table.
- Proven team leadership experience through coaching and development, with experience managing technical teams and a continuous improvement mindset.
- A calm nature and genuine interest in the work - you thrive in fast-paced environments, unfazed by emergencies and flexible priorities.
- Demonstrable ability to nurture high-value sales funnels and understand customer databases deeply.
- An understanding of what an AI-enabled guest journey looks like and how to build one.
- Travel/hospitality sector experience, or experience of sectors where time-critical communications are commonplace, would be advantageous.
What's In It For You?
- 'Holiday Buy Scheme'
- Annual bonus
- Generous discounts on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
Who are we?
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know. Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us.
How to Apply
We're committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.
Head of CLM - Hertfordshire employer: Haven Holidays
At Haven, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values every team member. With exciting career pathways, comprehensive wellbeing support, and generous benefits including discounts on holidays for you and your family, our Hemel Hempstead location fosters both personal and professional growth in a dynamic environment. Join us to lead the transformation of customer experiences while enjoying a hybrid working model that promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CLM - Hertfordshire
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Haven Holidays and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Haven Holidays are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Haven Holidays on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Haven Holidays. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Head of CLM - Hertfordshire
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Haven Holidays. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Haven Holidays:Show us that you’ve done your homework! In your application, briefly mention what you admire about Haven Holidays’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Haven Holidays
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Haven Holidays will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Haven Holidays, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
