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- Tasks: Lead CRM strategies and optimise customer experiences using Salesforce.
- Company: Aspire Airport Lounges, part of Swissport, offers lounges at 40 airports worldwide.
- Benefits: Enjoy remote work flexibility with occasional travel opportunities.
- Why this job: Join a dynamic team revolutionising digital marketing in the travel industry.
- Qualifications: 4+ years CRM experience, strong Salesforce skills, and analytical expertise required.
- Other info: Ideal for those with a background in travel or hospitality industries.
The predicted salary is between 36000 - 60000 £ per year.
Remote UK Based with some travel
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. We launched our direct sales e-commerce website in 2001 and are now embarking on a journey to revolutionise our digital platforms and marketing.
We are looking for an experienced, passionate, and tenacious CRM Manager to join us on our journey. 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. You will also be 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.
- 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.
- Conduct A/B tests to optimise messaging, content, and personalisation strategies.
- 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.
Define and execute loyalty campaigns as part of the CRM strategy, ensuring alignment with business goals. Track and analyse loyalty program performance and customer engagement, providing actionable insights for improvement.
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.
- Salesforce certification is a bonus.
- 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.
This role is a remote position with some travel required from time to time.
Contact Detail:
Swissport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager - Travel
✨Tip Number 1
Familiarise yourself with Salesforce and its Marketing Cloud features. Since the role requires strong Salesforce expertise, consider taking online courses or certifications to boost your knowledge and demonstrate your commitment to mastering the platform.
✨Tip Number 2
Network with professionals in the travel and hospitality industries. Attend industry events or join relevant online forums to connect with others who have experience in CRM management within these sectors. This can provide you with valuable insights and potential referrals.
✨Tip Number 3
Stay updated on the latest trends in CRM and marketing automation. Follow industry blogs, podcasts, and webinars to learn about new strategies and tools that can enhance customer engagement and retention, which are crucial for this role.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to drive decisions in previous roles. Be ready to share specific examples of how you've optimised CRM strategies based on data insights, as this will be a key focus in the interview process.
We think you need these skills to ace CRM Manager - Travel
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your CRM experience, particularly with Salesforce and Marketing Cloud. Emphasise any relevant roles in the travel or hospitality industries to showcase your understanding of the sector.
Craft a Compelling Cover Letter: In your cover letter, express your passion for CRM and digital marketing. Mention specific examples of how you've used data-driven insights to inform strategy and improve customer engagement in previous roles.
Showcase Analytical Skills: Demonstrate your analytical skills by including examples of how you've used reporting tools like Tableau or Power BI to track KPIs and generate actionable insights. This will show that you can leverage data effectively.
Highlight Collaboration Experience: Since the role involves working with cross-functional teams, mention any past experiences where you've collaborated with IT, marketing, or external partners to achieve common goals. This will illustrate your ability to work as part of a team.
How to prepare for a job interview at Swissport
✨Showcase Your Salesforce Expertise
Make sure to highlight your experience with Salesforce, especially if you have worked with Marketing Cloud. Be prepared to discuss specific projects where you successfully integrated or optimised CRM strategies using this platform.
✨Demonstrate Data-Driven Decision Making
Prepare examples of how you've used data analysis to inform your CRM strategies. Discuss any A/B testing you've conducted and the insights gained from those tests to show your analytical skills.
✨Understand the Customer Lifecycle
Familiarise yourself with the stages of the customer lifecycle and be ready to explain how you would optimise engagement, conversion, and retention strategies. This will demonstrate your customer-first mindset.
✨Be Ready to Discuss Collaboration
Since the role involves working with cross-functional teams and external partners, prepare to share experiences where you successfully collaborated with others to achieve common goals. Highlight your teamwork skills and how they contributed to project success.
