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- Tasks: Lead CRM strategies and optimise customer experiences using Salesforce.
- Company: Aspire Airport Lounges, part of Swissport, serves millions at 69 lounges worldwide.
- Benefits: Enjoy remote work flexibility with occasional travel opportunities.
- Why this job: Join a dynamic team transforming digital marketing in the travel industry.
- Qualifications: 4+ years CRM experience, strong Salesforce skills, and a data-driven mindset required.
- Other info: Remote role with travel to lounges for meetings and insights.
The predicted salary is between 36000 - 60000 £ per year.
Role: CRM Manager) Remote UK Based with some travel
Reporting to: Head of Digital & eCommerce
Want to apply Read all the information about this position below, then hit the apply button.
About Aspire Airport Lounges
Part of Swissport, the world’s largest aviation services provider, Aspire Airport Lounges is a globally recognised airport lounge provider, with 69 lounges at 40 airports in 19 countries. Last year we welcomed more than 5.2 million guests, be they travelling for business or pleasure.
We launched our direct sales e-commerce website in 2001 and are now embarking on a journey to revolutionise our digital platforms and marketing. Reporting into the Head of Digital and eCommerce, we are looking for an experienced, passionate, and tenacious CRM Manager to join us on our journey.
Job Summary
Reporting to the Head of Digital & eCommerce, the “CRM Manager” play a pivotal role in the digital transformation for the Aspire Airport Lounge brand. This role requires an experienced CRM professional with strong Salesforce expertise, a data-driven approach, and a customer first mindset.
The ideal candidate will have a strong background in CRM Management and Loyalty alongside a blend of technical skill and strategic vision, ensuring that our CRM efforts support both customer satisfaction and revenue growth.
As a CRM Manager, you will leverage data-driven insights to inform strategy, working closely with cross-functional teams to implement personalised campaigns. They are also responsible for the optimisation of our CRM experience and strategy across each stage of the customer lifecycle including engagement, conversion, and retention.
The post-holder will be confident in working with external digital and marketing agency partners to ensure delivery on agreed objectives and value for money for Aspire Airport Lounges.
Job Responsibilities:
CRM Management
Lead CRM integration and segmentation strategies using Salesforce, ensuring optimal performance and user adoption.
Support the Head of Digital and eCommerce in maintaining customer data integrity and building a single customer view.
Collaborate with IT and vendors to troubleshoot, integrate, and enhance Salesforce functionalities.
Establish automated workflows to improve internal processes and ensure data governance compliance.
Create and manage a roadmap for CRM system enhancements to align with business growth objectives.
Marketing Automation/Segmentation
Develop and implement segmentation strategies to personalise customer experiences across email, SMS, and in-app messaging.
Design multi-channel lifecycle campaigns for onboarding, engagement, retention, and re-engagement.
Conduct A/B tests to optimise messaging, content, and personalisation strategies.
Regularly update customer segments based on evolving behaviours and lifecycle stages.
Monitor and optimise email deliverability, integrating third-party tools where needed to enhance automation.
Data Analysis/Reporting
Analyse CRM and Loyalty data to generate actionable insights that inform strategic decisions.
Define and track KPIs for CRM and loyalty campaigns, delivering regular performance reports to stakeholders.
Build dashboards to visualise campaign performance, segmentation metrics, and customer behaviour trends.
Conduct cohort and predictive analyses to understand customer behaviour and mitigate churn risk.
Stay informed on industry trends and best practices, recommending data-driven innovations.
Loyalty
Define and execute loyalty campaigns as part of the CRM strategy, ensuring alignment with business goals.
Design and manage loyalty program communications, from onboarding to reward redemptions, to boost engagement.
Track and analyse loyalty program performance and customer engagement, providing actionable insights for improvement.
Qualifications and Competencies
- You have worked within the hotel, car hire, airline, travel agency, car parking or large restaurant industries, able to bring the industry-unique ‘lessons learned’ to this new role.
- Have a minimum of 4+ years CRM experience.
- Proven experience managing and optimising Salesforce CRM, especially with Marketing Cloud.
- Proven experience with loyalty programs.
- Salesforce certification is a bonus.
- Proven experience of working on direct-to-consumer eCommerce sites.
- Effective team player who can work collaboratively with wider marketing team to drive digital marketing.
- Strong analytical skills, leveraging CRM data to drive insights and strategy.
- Experience with reporting/visualisation tools such as Tableau or Power BI is a must.
- Has worked with agency partners.
- Ability to communicate effectively and confidently.
- Problem solver that has an attention to detail and is proactive.
Further information This role is a remote position with some travel required from time to time. This could involve meetings in the UK or visits to our lounges around the world.
CRM Manager employer: Swissport
Contact Detail:
Swissport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Familiarise yourself with Salesforce and its functionalities, especially Marketing Cloud. Since the role requires strong Salesforce expertise, being able to discuss specific features or past experiences with Salesforce during your conversations will set you apart.
✨Tip Number 2
Showcase your understanding of customer lifecycle management. Be prepared to discuss how you've successfully implemented personalised campaigns in previous roles, as this will demonstrate your ability to drive engagement and retention.
✨Tip Number 3
Highlight your analytical skills by preparing examples of how you've used data to inform strategic decisions. Discussing specific KPIs you've tracked and how they influenced your CRM strategies will illustrate your data-driven approach.
✨Tip Number 4
Network with professionals in the travel and hospitality industries. Engaging with others who have experience in CRM management within these sectors can provide valuable insights and potentially lead to referrals for the position.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your CRM experience, particularly with Salesforce and loyalty programs. Use specific examples that demonstrate your ability to drive customer engagement and revenue growth.
Craft a Compelling Cover Letter: In your cover letter, express your passion for CRM and digital marketing. Mention how your background aligns with Aspire Airport Lounges' goals and how you can contribute to their digital transformation journey.
Showcase Analytical Skills: Emphasise your analytical skills in your application. Provide examples of how you've used data to inform strategy and improve campaign performance, especially in relation to CRM and loyalty programmes.
Highlight Collaboration Experience: Since the role involves working with cross-functional teams and external partners, include examples of successful collaborations in your application. This will demonstrate your ability to work effectively within a team environment.
How to prepare for a job interview at Swissport
✨Showcase Your Salesforce Expertise
As a CRM Manager, your proficiency in Salesforce is crucial. Be prepared to discuss specific projects where you've successfully integrated or optimised Salesforce functionalities, and how these efforts improved customer engagement and data integrity.
✨Demonstrate Data-Driven Decision Making
Highlight your experience with data analysis and reporting tools like Tableau or Power BI. Share examples of how you've used data insights to inform CRM strategies and improve campaign performance, as this will resonate well with the interviewers.
✨Discuss Personalisation Strategies
Since personalisation is key in CRM, be ready to talk about your approach to developing segmentation strategies and multi-channel campaigns. Provide examples of successful campaigns you've designed that enhanced customer experiences and drove retention.
✨Emphasise Collaboration Skills
This role requires working closely with cross-functional teams and external partners. Prepare to discuss how you've effectively collaborated with IT, marketing teams, and agencies in previous roles to achieve common goals and deliver value.
