Customer Lifecycle Manager in Kingston upon Thames

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 striving to provide meaningful experiences to all who travel with us.

We are looking to hire a Customer Lifecycle Manager to join our team! Reporting to Head of CRM, you’ll be shaping how customers experience Exodus Adventure Travels from their very first interaction through to long‑term loyalty, making sure every touchpoint feels connected, relevant, and genuinely engaging.

In this role, you’ll bring together data and technology to design and optimise the full customer lifecycle, working closely with teams across marketing, product, sales, commercial, and operations to turn insight into action. You’ll have the space to think strategically while staying close to execution, leading initiatives that improve performance, strengthen relationships with customers, and support sustainable commercial growth, all while helping to build a more customer‑first mindset across the business.

What we’ll offer:

• Hybrid working pattern (2 days a week in our Surbiton office)
• Competitive salary plus bonus scheme
• Contributory Pension scheme
• 25 days annual leave plus your birthday off and bank holidays
• Various employee discounts and travel opportunities
• Career progression opportunities

What you’ll do:

• Analyse Strategic Leadership & Vision: Define and lead the end‑to‑end customer lifecycle strategy and roadmap. Partner with cross‑functional stakeholders to align lifecycle initiatives with business goals. Represent the customer at senior level, using data and insights to inform decisions. Lead personalisation, segmentation, automation, and AI adoption strategies. Embed a customer‑first mindset across marketing, product, commercial, digital, and commercial plans.
• End‑to‑End Journey Ownership: Design and optimise lifecycle journeys: onboarding, nurturing, conversion, retention, loyalty, and win‑back. Own the multi‑channel contact strategy (email, SMS, direct mail, web, paid social, triggered journeys). Build scalable automation frameworks to improve efficiency and relevance. Partner with Creative to deliver high‑quality, compliant, on‑brand communications.
• Data, Analytics & Technology Leadership: Lead data activation across segmentation, modelling, automation, and insight generation. Identify and implement opportunities using AI and marketing technology. Oversee the customer database, ensuring compliance and a strong single customer view. Grow and enrich the database across the full customer lifecycle. Translate data into actionable insights to inform commercial decisions.
• Customer Experience Leadership: Own customer engagement across all touchpoints, including digital, booking, and pre/post‑trip experiences. Lead initiatives to reduce friction, improve satisfaction, and increase repeat engagement. Collaborate cross‑functionally with Product, Commercial, Web, Creative, Sales, and Customer Operations to deliver a seamless end‑to‑end experience.
• Performance, Reporting & Commercial Impact: Own lifecycle KPIs: acquisition, conversion, retention, repeat rate, and customer value. Deliver clear weekly, monthly, and annual performance reporting. Lead test‑and‑learn programmes to optimise results. Manage lifecycle marketing budget aligned to ROI and priorities.
• Team Leadership & Capability Development: Lead, coach, and develop team members. Champion CRM and lifecycle best practices across the business. Build strong cross‑functional relationships to drive alignment and impact.

What you’ll bring:

• 4+ years of experience leading complex, multi‑channel lifecycle or CRM strategies within a consumer‑focused environment.
• Strong analytical capability, including segmentation, modelling, and insight generation.
• Advanced CRM and marketing automation platform experience (HubSpot preferred).
• Experience within the travel sector.
• Strong stakeholder management and communication skills, with the ability to influence at senior level.
• Proven experience leading and developing high‑performing teams.

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. Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: Talent@Travelopia.com.