At a Glance
- Tasks: Lead a dynamic CRM team to enhance customer journeys and drive growth.
- Company: Join On the Beach, a vibrant travel company reshaping holiday experiences.
- Benefits: Enjoy 25 days holiday, discounts on trips, and flexible working hours.
- Other info: Collaborative culture with opportunities for professional development and social events.
- Why this job: Make a real impact in the travel industry while developing your career.
- Qualifications: Experience with Bloomreach and a passion for data-driven marketing.
The predicted salary is between 60000 - 75000 £ per year.
We’re On the Beach!
Since 2003, we've been rewriting the rules of how people discover, book, and experience their perfect getaway.
What started as connecting people to short-haul beach holidays has evolved into something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks – and that’s just the beginning of our story.
We send around two million holidaymakers on their dream breaks every year. And we're still growing.
Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we’re accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more.
Ready to build the future of travel with us?
About the Role
This is a 12 month Maternity Cover role where, As the CRM Lifecycle Lead, you will lead a lean, high-performing team of CRM professionals covering onboarding, automation, trade campaigns, and partnerships.
Your primary mandate is to maintain the excellent standard of our current CRM ecosystem while driving retention, repeat, and cross-sell.
You will be responsible for executing expansion strategies within our newly launched categories and geographies, ensuring a seamless, highly data-driven customer journey.
A critical objective of this tenure will be documenting your successes and learnings into a scalable, repeatable growth playbook that the business can leverage for future category and geographic rollouts.
- What you’ll be doing day to day
- Strategic Growth & Execution
- Drive Customer Value: Optimize the customer lifecycle to increase customer loyalty, retention, repeat bookings, cross-sell, and up-sell metrics.
- Scale
- New
Segments: Execute targeted CRM strategies to accelerate repeat growth within newly launched categories (City Breaks, Cruise Packages) and new geographic territories (Ireland).
- Playbook Development: Formulate, document, and deliver a comprehensive growth playbook establishing best practices for future category and market expansions.
- Campaign Orchestration & Tech Architecture
- Hands-on Platform Management: Serve as the technical and data-focused authority for our CRM platform, Bloomreach.
- End-to-End
- Lifecycle
Ownership: Oversee and optimize CRM activities across the entire customer lifecycle, including prospecting, acquisition/purchase, post-purchase, and long-term retention/loyalty.
- Multi-Channel Deployment: Manage and optimize automated and ad-hoc communications across email, SMS, app messaging, and website personalisation.
- Data & Optimization: Continuous A/B testing, audience segmentation, and campaign optimization to ensure data-driven decision-making and maximum ROI.
- Team Leadership & Stakeholder Collaboration
- Team Management: Lead, mentor, and support a team of CRM Executives and Managers, ensuring clear alignment on commercial objectives.
- Cross-Functional
Collaboration: Act as a key partner to stakeholders across the business, working closely with Data Analytics, Data Engineering, Product, Brand Marketing, Partnerships, Supply, and Commercial teams to align CRM output with broader business goals.
You’ll be a great addition to our team if you have the following skills, knowledge and experience
- Deep
- Bloomreach
Expertise: Extensive, hands‑on experience utilizing Bloomreach with a heavy focus on the data architecture, technical setup, campaign creation, optimization, and orchestration.
- Data & Technical
Literacy: A highly technical, data‑centric approach to CRM, with the ability to navigate complex data sets and collaborate closely with data engineers and analysts.
- Growth
Scaling: Demonstrable track record of growing high‑quality CRM audiences through lead generation, app adoption, retention, churn reduction and customer lifetime value within a highly competitive B2C environment.
- Data Governance: Strong understanding of customer data and consent management, ensuring compliant use of PII in line with GDPR and industry best practice.
- Lifecycle Mastery: Proven expertise managing complex user journeys across all lifecycles: prospecting, acquisition, post‑purchase, and loyalty.
- Multi-Channel Execution: Direct experience managing and orchestrating CRM strategies across email, SMS, mobile app messaging, and on‑site personalisation.
- Leadership Experience: Proven ability to manage, inspire, and drive performance within a fast‑paced CRM team.
Skills and Expertise desired
- Travel Industry Experience: Prior experience working within an Online Travel Agency (OTA) or the broader travel and hospitality sector is highly advantageous.
- AI & Workflow
Innovation: Practical experience incorporating AI and Large Language Models (LLMs) into CRM workflows, copywriting, or task automation to drive operational efficiency.
- CRM Platforms: Expert knowledge of enterprise‑level CDP and customer engagement platforms, such as Bloomreach.
- What to expect from our interview process
We’ll run a multiple stage interview process, one stage of which will be an in‑person interview at our fabulous Aeroworks office in Manchester city centre.
We want to make sure everybody has the opportunity to perform at their best.
If you require any reasonable adjustments during the interview process please let the Talent Acquisitionteam know and they will be happy to assist.
Ways of working
Our full time hours are 37.5 per week, but we don't have rigid working hours so you can find the working pattern that's right for you.
We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work.
We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre.
As a team we are in the office 2 days per week (usually Tuesday & Wednesday).
Our benefits
We might be biased but we think our colleagues are pretty great.
They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow.
That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues.
These include
- 25 days holiday plus your birthday off
- Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday
- Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
- Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
- Employee Assistance Programme and free access to counselling
- Simplyhealth Optimise Health Plan
- Company Sick Pay scheme
- Regular wellbeing events
- Gym discount
- Share Incentive Plan (SIP)
- Death in Service cover
- Onsite subsidised coffee shop
- The Sandbox (our very own bar)
- Food and drink discounts across a number of venues in Manchester City Centre
- Regular social events
- Cycle to Work scheme
- #J-18808-Ljbffr
CRM Lifecycle Lead - 12 Month FTC Maternity Cover in Manchester employer: On the Beach
On the Beach is an exceptional employer that champions innovation and collaboration within its new AI Discovery team in Manchester. With a strong focus on employee growth, flexible work patterns, and a culture that encourages experimentation, team members are empowered to make a meaningful impact while working on cutting-edge AI solutions. The vibrant work environment not only fosters creativity but also prioritises direct engagement with customers, ensuring that every voice is heard in the development process.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Lifecycle Lead - 12 Month FTC Maternity Cover in Manchester
✨Get Involved in Local Travel Events
Dive into local travel fairs and tourism expos happening in your area. These events are a fantastic way to meet industry professionals, learn about seasonal hiring, and even snag temporary roles on the spot. Don't forget to bring those business cards!
✨Join Travel and Tourism Groups
Connect with travel and tourism communities on platforms like Facebook or Meetup. These groups often share job opportunities and insider tips on temp roles. Plus, engaging with like-minded people can lead to recommendations directly at companies like On the Beach.
✨Showcase Your Travel Experience
Create a highlight reel of your travel experiences on a personal blog or social media. Show off your passion for the industry and your knowledge about popular destinations. A strong online presence can get you noticed by temp employers looking for enthusiastic candidates!
✨Apply Through Our Website
We urge you to check out our website for temp roles at great companies like On the Beach. It's where you can find the most up-to-date listings, and applying directly through us often gets your application in front of the right people!
We think you need these skills to ace CRM Lifecycle Lead - 12 Month FTC Maternity Cover in Manchester
Some tips for your application 🫡
Show Off Your Travel Savvy:In the travel and tourism industry, it's important to highlight any personal travel experiences or knowledge of different destinations. We want to see how your adventures have shaped your understanding of the industry, so weave those stories into your CV and cover letter!
Highlight Relevant Certifications:If you’ve got any travel-related qualifications, like a Certificate in Travel and Tourism or First Aid training, make sure to include them. These show that you’re not just passionate, but also equipped with the know-how to handle various situations in a temporary role at On the Beach.
Flexibility is Key:Since this is a temporary position, it's a good idea to emphasise your availability and flexibility in your application. Make it clear that you're ready to jump in and take on different tasks, whether it's helping with bookings or providing excellent customer service.
Tailor Your Experience to the Role:Connect your skills and any previous roles to what On the Beach is looking for. Use the language from the job description to mirror their needs in your application. This helps you stand out as a candidate who’s not just interested but is also the perfect fit for this temporary gig!
How to prepare for a job interview at On the Beach
✨Showcase Your Customer Service Skills
In the travel and tourism industry, your ability to connect with customers is key. Think of specific examples or experiences where you went above and beyond for a customer. This not only shows your skills but also reflects your genuine passion for helping others enjoy their travels.
✨Knowledge of Travel Trends and Destinations
Get clued up on popular destinations, emerging trends like eco-tourism, or travel technology that's making waves. Being able to discuss these topics during your interview with On the Beach will not only impress them but will demonstrate that you're proactive and engaged with the industry.
✨Emphasise Your Adaptability
Since this is a temporary role, flexibility and adaptability are crucial. Be ready to share examples of times you've quickly adapted to changing situations or customer needs. This will show that you can handle the dynamic nature of the tourism sector.
✨Prepare for Scenario-Based Questions
Expect interviewers to throw some real-world scenarios your way, especially in customer service settings. Practise answering how you would handle an upset customer or plan an itinerary on short notice. This shows your thought process and problem-solving ability right on the spot!
