CRM Manager in Brighton

CompanySpabreaks.com is a dynamic and growing business, transitioning from private ownership into trade ownership with strong private equity backing. Established in 2007, Spabreaks.com made an immediate name within the travel sector and quickly became Europe’s leading Spa Travel Agency. Having opened with just 2 staff and 25 UK based venues we have been on a rollercoaster journey and have now grown to a team of 65, working with over 550 of the world’s leading spa hotels in the UK and Ireland. We send away over 6000 travellers each week and have won multiple industry awards. We are a digital leader in the industry with now over +90% of our customers booking online and end to end connectivity with our valued spa partners, and we are just getting started!

What makes us unique? Our people. Our employees are the life of our business and by joining our team you will become part of the most talented, ambitious, passionate, collaborative and entrepreneurial team in online travel as we continue to make huge waves in the market and develop Spabreaks.com into a household name in the online travel industry.

Purpose

As the CRM Manager at Spabreaks.com, you will own and execute our customer relationship management strategy, driving customer engagement, retention and lifetime value through data-driven CRM initiatives and hands-on execution. This role blends strategic planning with hands-on execution across email marketing, automation, segmentation and customer lifecycle management. The ideal candidate will be highly analytical and customer-focused, using data insights to inform campaign strategy, personalisation, and continuous optimisation of CRM performance across all customer touchpoints.

Responsibilities

• Own and develop our four-pillar CRM strategy, including data structure, automation workflows, campaign communications, and measurement frameworks.
• Hands-on execution of email marketing campaigns across the customer lifecycle, from acquisition and onboarding through to retention and win-back.
• Develop and implement segmentation strategies based on customer behaviour, value, and lifecycle stage to deliver personalised communications.
• Build and optimise marketing automation workflows to improve customer engagement and drive conversion at key touchpoints.
• Support the launch and ongoing management of our Rewards 2.0 loyalty programme through CRM channels, creating targeted campaigns to drive engagement and repeat purchase.
• Collaborate with the brand and digital teams to integrate CRM initiatives with broader loyalty programs, incentive schemes, and promotional campaigns.
• Lead and develop the CRM Executive, providing guidance, support, and opportunities for professional growth.
• Establish and monitor performance measurement frameworks for all CRM activities, including email performance, automation effectiveness, and customer engagement metrics.
• Conduct in-depth analysis of customer behaviour and campaign performance to identify opportunities for improvement and testing.
• Use advanced analytical techniques to extract actionable insights from complex datasets, driving continuous improvement in campaign performance and customer engagement.

Skills

• Experience in CRM management, email marketing, or customer lifecycle marketing.
• Proven track record in developing and executing CRM strategies that drive customer engagement and revenue.
• Strong experience with CRM and marketing automation platforms such as Emarsys or similar systems, with demonstrated ability to quickly master new platforms to a high standard.
• Deep understanding of email marketing best practices, deliverability, segmentation, and personalisation techniques.
• Experience building and optimising automated customer journeys and lifecycle campaigns.
• Strong analytical skills with ability to interpret campaign performance data, identify trends and translate insights into actionable strategies.
• Experience with A/B testing, campaign experimentation, and data-driven optimisation.
• Experience managing and developing team members with strong coaching abilities.
• Excellent stakeholder management and communication skills.
• Proficient with analytics and reporting tools; ability to visualise data effectively for various stakeholders.
• Previous experience in travel, e-commerce, or marketplace businesses is beneficial.
• Comfortable with a hands-on, execution-focused approach to CRM management.

Benefits

• Hybrid Working – enjoy the best of both worlds with 2 days working from home and 3 days based in our Brighton office.
• Holiday Buy Back Scheme – added flexibility to tailor your annual leave to your lifestyle.
• Path to Wellness Programme – access to yoga, pilates, chair massages, lunchtime wellbeing seminars with industry experts, and more.
• Employee Assistance Programme (EAP) – confidential support for mental health, financial, and personal wellbeing.
• Online GP Service – quick and convenient access to medical advice, prescriptions, and appointments.
• Flu Jab Vouchers – helping you stay well during flu season.
• Gym Allowance / Corporate Health Club Discount – support for staying active and prioritising your health.
• Cycle to Work Scheme – save money on a new bike and promote a healthier commute.
• Perkbox Membership – access to exclusive discounts, rewards, wellbeing tools, and recognition.
• In-house Discounts – generous savings with Wowcher, Spabreaks, and our trusted partners.
• Employee Referral Scheme – receive rewards for recommending great people to join our team.
• Social Events – regular company and team events to connect, celebrate, and have fun.
• Familiarisation Trips – experience our products and partners first-hand.
• Long Service Awards – bonuses and recognition to celebrate your career milestones with us.
• Life Insurance / Death in Service Cover – peace of mind for you and financial protection for your loved ones.
• Nursery Scheme – support with childcare costs through salary sacrifice.

Join us and be part of a team that values your growth, well-being, and success!