Head of CRM

At Exodus, we love adventure travel and always have. We first took a group of travellers to the Himalaya 50 years ago and have since expanded to every continent of the planet. Today, we offer hundreds of itineraries across the globe, focusing on responsible travel that supports local communities and preserves the environment while aiming to provide meaningful experiences to all who travel with us.

As our Head of CRM, you\’ll lead the strategic direction and execution of targeted, high-impact customer campaigns across email, SMS and print. This role is instrumental in driving customer retention, repeat bookings, and brand engagement across our global adventure-loving audience!

We are looking to hire a Head of CRM to join our team! Reporting to the Marketing Director, you’ll lead a team of 5 to deliver personalised and effective marketing communications that support repeat customer growth. You\’ll use customer insights, campaign data, and collaboration across marketing functions to improve the impact of our CRM activity and deliver strong commercial results.

What we’ll offer:

• Competitive base salary and performance-based bonus
• Hybrid working from our Surbiton office (2 days per week)
• Travel benefits and industry discounts
• 25 days annual leave + public holidays

What you’ll do:

• Lead the CRM function for repeat customer marketing, managing a team of five across campaign delivery and data analytics, and collaborating with central Travelopia teams for additional support and resources
• Maintain and optimise the customer database, ensuring data quality, security, and accuracy in partnership with database and analytics experts, while identifying database growth opportunities and commercial risks
• Utilise customer data and insights from HubSpot and internal analytics tools to develop audience segments and inform campaign strategy that increases passenger volumes and supports wider Exodus business objectives
• Develop and manage an annual calendar of repeat customer campaigns across email, SMS and print—tailoring content to specific segments and aligning with brand messaging and business needs
• Test and learn continuously to refine campaign performance, using data-led insights to determine timing, targeting, messaging, and the most effective channel mix for maximum return
• Lead all aspects of the CRM marketing budget, making strategic investment decisions that improve impact and support financial targets
• Track and report on the commercial performance of repeat business across UK and North American markets, using dashboards and critical metrics to advise future strategy and ensure alignment with business goals
• Deliver regular and insightful reporting—weekly KPI updates, monthly digital marketing impact reports, and quarterly CRM budget reviews—to monitor effectiveness, guide strategic adjustments, and communicate key findings to team members
• Use tools like Catalyst and repeat customer dashboards to provide actionable feedback to marketing teams and wider business functions, driving continuous improvement in campaign effectiveness and customer retention

What you’ll bring:

• Demonstrated ability in senior CRM or campaign marketing positions, with team leadership responsibility
• Proven track record of planning and delivering successful multi-channel CRM campaigns
• Strong analytical approach with experience in customer segmentation and performance reporting
• Experience managing budgets and making strategic decisions based on commercial data
• Confident briefing creative and optimising messaging to drive engagement and results
• Experience using CRM platforms (e.g. HubSpot) and working with central analytics teams
• A collaborative spirit, excellent communication skills, and a passion for travel

Join us and help shape the future of adventure travel marketing—while inspiring the world to see more, do more, and give more back.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

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