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 competitive salary, bonuses, discounts, and wellbeing support.
- 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 - 70000 £ 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)
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, HP2 4YL employer: Haven
Haven is an excellent employer, offering a supportive and inclusive work environment in Lancashire where you can thrive as a Venue Cleaner. With flexible hours, comprehensive training, and numerous career development opportunities, employees are encouraged to grow and succeed while enjoying exclusive perks that enhance their work-life balance.
