Senior CRM Executive – Saga Cruise

The Saga Cruise Marketing Team are looking for an experienced and proactive Senior CRM Executive with a strong focus on email marketing & Direct Mail to join our growing team. Saga as a group is transitioning to a data-driven approach utilising Lifetime Value, Intent and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer-led as opposed to channel execution focused.

In this role, you will take ownership of our CRM calendar, manage data-driven campaigns, and contribute to optimizing our email marketing strategy. This will be a critical role where you contribute to driving revenue growth, improving customer engagement, and enhancing the overall customer journey through insight-led decision-making and innovative ideas.

Role Responsibility

• Working with the CRM Manager to oversee the execution of Saga Cruises CRM strategy, delivering Email and Direct Mail communications to meet commercial targets.
• CRM Calendar Management: Building and maintaining a detailed CRM campaign calendar, ensuring timely and coordinated execution across all email marketing activities.
• Campaign Strategy & Execution: Developing and delivering effective email campaigns aligned with commercial goals, focusing on customer segmentation, personalization, and lifecycle optimization.
• A/B Testing & Optimization: Creating and executing an A/B testing plan, analysing results to refine strategies, improve performance, and enhance customer engagement.
• Reporting & Insight Analysis: Monitoring campaign performance, delivering actionable insights through detailed reporting.
• Segmentation & Targeting: Using segmentation strategies to tailor campaigns to specific customer groups, improving relevance and ROI.
• Customer Lifecycle Management: Understanding the customer journey and lifecycle stages, creating campaigns that engage, retain, and convert customers effectively.
• Continuous Improvement: Proactively identifying opportunities to optimize CRM processes, improve campaign performance, and drive revenue growth.
• Collaboration: Working closely with marketing, product, and data teams to align CRM activities with broader business goals.

The Ideal Candidate

• Proven experience in a CRM or email marketing role.
• Strong understanding of customer journeys, lifecycle marketing, and how to optimize touchpoints to drive engagement and revenue.
• Excellent commercial acumen, with the ability to connect campaign activity to business goals.
• Proficiency in segmentation techniques.
• Solid experience in analysing campaign performance metrics, delivering actionable insights, and driving continuous improvement.
• Skilled in A/B testing and optimization strategies.
• Proactive attitude with a proven track record of suggesting and implementing ideas to improve CRM performance.
• Knowledge of automation workflows and trigger-based campaigns.
• Understanding of GDPR compliance and email marketing regulations in the UK.
• Experience in omni-channel planning and delivery, not limited to email and DM channel delivery and optimisation.
• Exposure to Test & Learn application with proven results on performance.
• Demonstrable ability to leverage customer insight, technology trends and commercial context to inform activity.
• Career experience in a large consumer-facing organisation.
• Experience in the travel sector is also advantageous.

Package Description

Everyday, our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, so we have put together an amazing benefits package for all colleagues. We offer flexibility over where you work within this role, either from one of our hubs in London or Ashford.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style.
• 25 days holiday + bank holidays.
• Option to purchase additional leave up to 5 extra days.
• Pension scheme matched up to 10%.
• Colleague discounts including family discounts on cruises and holidays.
• Range of reductions and offers from leading retailers, travel groups and entertainment companies.
• Enhanced maternity and paternity leave.
• Grandparents leave.
• Company performance-related annual bonus - Up to 5%.
• Income protection.
• Access to Saga Academy, our bespoke learning platform.

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.