Head of CRM (Maternity Cover, 12 Months FTC)

Job Description

Why loveholidays? 

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

Reporting to the Director of Organic Marketing, the Head of CRM is a critical subject matter & people management role. The role has primary responsibility for our bookings & retention growth from it over time.

Your day-to-day: 

• Lead the execution of our CRM strategy, focusing on delivering highly personalised automated customer communication journeys
  
  
• Continuously step forward our customer communications capability, increasing our personalisation capabilities & delivering at a high level with a lean team
  
  
• Drive consistency & excellence in our customer messaging, making sure that our communications deliver value for our customers & reflect our brand
  
  
• Use a data-driven approach to analyse key metrics and inform decision-making, ensuring CRM strategies are effectively measured and optimised for success
  
  
• Expand our CRM channels beyond email and push notifications, improving our ability to reach the right customer, at the right time, through the right channel & with the right message
  
  
• Work closely with our CRM Engineering team to continually improve our customer communications program, focusing on personalisation, automation and configurability
  
  
• Work closely with our Data Science & Analytics team to improve our customer segmentation & targeting
  
  

Your skillset:

• Extensive experience working in CRM for a digital ecommerce brand
  
  
• Experience in a people management or ‘head of’ role
  
  
• Experience of working closely & collaboratively with engineering and product teams
  
  
• Highly data-driven mindset with a strong emphasis on using data & analysis to drive decisions
  
  
• Proven experience working across the CRM value chain, including strategy, content, communications, technology & operations
  
  
• A strong customer mindset, with an eye for detail & ability to understand what delivers impact for customers & for the business
  
  
• Ambition to deliver big impact in a growing business
  
  
• A hands-on style, with the ability to operate at multiple levels
  
  
• A strong understanding of the commercial, customer & technical KPIs that determine success in CRM
  

Desirable (optional):

• Experience in the travel sector
• Experience working in multiple languages & markets
• Experience of the Braze platform and Liquid language

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits: 

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

1. TA Partner Screening - 20/30 mins 
2. 1st Stage: Virtual Interview with Director of Organic Marketing  - 30 mins
3. 2nd Stage: In-office interview, Panel Interview with Key Stakeholders - 1.5 hours
4. Final Stage: Interview with CMO - 45 mins

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