At a Glance
- Tasks: Lead and innovate CRM strategies to enhance customer experiences and drive engagement.
- Company: Join Riviera Travel, a leader in creating unforgettable travel experiences.
- Benefits: Up to £55,000 salary, hybrid working, 27 days holiday, and staff travel discounts.
- Other info: Be part of a dynamic team with opportunities for growth and transformation.
- Why this job: Shape the future of CRM while making a real impact on customer journeys.
- Qualifications: Experience in CRM programmes, strong communication skills, and a passion for customer focus.
The predicted salary is between 40500 - 49500 £ per year.
- Hybrid | Burton upon Trent (Minimum 2 days per week in Head Office)
- Managing a team of 3
Riviera Travel is a leader in creating exceptional travel experiences, known for its high-quality escorted tours, river cruises, and solo holidays.
With a strong heritage and a passion for detail, every journey is carefully designed to deliver memorable moments from start to finish.
Joining Riviera means being part of a collaborative and people focused business where your work directly contributes to bringing unforgettable experiences to life for customers across the UK and beyond.
At Riviera Travel, we're entering an exciting new phase of growth and transformation, and we're looking for an ambitious CRM Manager to help shape the future of our customer communications.
This is not a traditional CRM role focused solely on business-as-usual campaign delivery.
We're looking for someone who loves building, launching and improving.
Someone who can spot opportunities, bring new ideas to life and drive meaningful change across our CRM channels.
About the Role
Reporting to the Senior CRM Manager, you'll lead a team of CRM professionals while taking ownership of strategic CRM initiatives across email and direct mail channels.
You'll play a key role in driving customer engagement, retention and commercial performance across our UK, Ireland and growing US markets.
This is a newly created position to support continued business growth, giving you the opportunity to make a genuine impact from day one.
You'll work on transformational projects, help develop new customer journeys and support major CRM initiatives that have not previously existed within the business.
- What You'll Be Doing
- Lead on the planning and delivery of various strategic initiatives across CRM channels, cultivating and delivering roadmaps of customer lifecycle journeys and optimisations
- Agree and establish KPIs for activations by forecasting and prioritising effectively.
You'll monitor performance to drive measurable improvements across database growth, engagement, retention and opt-out rates
- Provide regular reports and updates to stakeholders and be able to demonstrate how performance relates to wider business goals
- You'll ensure all results/ learnings are turned into practical actions that refine and strengthen future activity
- Ensure well-scheduled and well-organised delivery of projects to time.
- Establish and implement new CRM programmes across the US consumer market, driving towards market growth and supporting customer nurture
- Forecast, plan and deliver key Direct Mail strategic initiatives.
- Manage the Direct Mail marketing budget and ensure all buying is optimised for ROI and quality
- Build and manage customer lifecycle strategies to drive additional bookings
- Leverage customer data to improve enquirer conversion through optimised journeys and new initiatives
- Utilise AI tools to enhance personalisation and automation
What Were Looking For
- Proven experience in planning, building and evaluating CRM programmes
- A strong understanding of customer and data-driven marketing principles
- Commercial acumen and creative CRM expertise
- Excellent communication and stakeholder management skills
- Experience in building and managing relationships with a diverse range of senior stakeholder
- Ability to work effectively under pressure, capable of managing multiple projects simultaneously in a fast-paced and agile environment
- Highly organised and experienced in planning and delivering campaigns/activations to agreed objectives within a set timeframe
- Analytical mindset and attention to detail
- Inspirational leadership and team development experience
- A proactive problem-solver, comfortable navigating ambiguity, seeking solutions independently, and viewing challenges as opportunities. Self-motivated with a passion for results
- Deeply customer-focused, with a passion for delivering the right message at the right time and in the right way, to enhance the overall customer experience
- Experience with Adestra or similar ESPs
- Understanding of GDPR and marcoms compliance
How We'll Take Care of You
- We believe in rewarding our team with great benefits and opportunities for growth
- Competitive salary - Up to £55,000 (DOE)
- Annual company bonus 7.5%
- Hybrid working - flexibility to work from home and the office
- 27 days holiday + bank holidays (with holiday buy and flexible bank holidays)
- Staff travel discounts - Up to 60% discount on Riviera Travel with options for family & friends
- Career development - access to Learnerbly and clear career pathways
- Employee discounts - on our award-winning holidays for you, friends, and family
- Wellbeing support - Employee Assistance Programme, virtual dentist
- Perks & savings - Benefit Hub discounts, gym membership, cycle-to-work scheme
- Financial security - pension scheme and life assurance
Why Join Riviera Travel?
This is a fantastic opportunity to join a business with ambitious growth plans where you can genuinely shape CRM strategy and capability.
- Own high-profile strategic projects
- Lead transformational CRM initiatives
- Influence senior stakeholders across the business
- Support international growth and expansion
- Develop and grow an established CRM team
- Introduce new ideas, technologies and customer experiences
Most importantly, you'll join a team looking for someone who doesn't just maintain the status quo but is excited by the opportunity to build something new.
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Customer Relationship Management Manager in Burton upon Trent employer: Riviera Travel
Riviera Travel is an exceptional employer that prioritises a collaborative and people-focused culture, making it an ideal place for those looking to lead a dynamic sales team. With competitive salaries, hybrid working options, and extensive employee benefits including travel discounts and career development opportunities, you will thrive in an environment that values personal growth and meaningful customer interactions. Join us in shaping unforgettable travel experiences while enjoying a supportive workplace that encourages innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Management Manager in Burton upon Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riviera Travel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Riviera Travel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Management Manager in Burton upon Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Riviera Travel:Your cover letter is your chance to shine! Tell us why you want to work at Riviera Travel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Riviera Travel!
How to prepare for a job interview at Riviera Travel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
