About Secret Escapes

Secret Escapes is the world’s leading members-only online travel deal company, offering inspiring travel experiences and hand-picked offers to over 60 million users worldwide across our family of brands.
Operating across Europe, Secret Escapes Group continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.
We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!).

About The Role

Reporting to the Head of CRM, the Senior CRM Manager is a key leader within the team and a key influencer in the wider business. You will be responsible for:

• The end-to-end management, production, delivery and analysis of all member and media campaigns in your geographies. This means everything from the initial brief to content, targeting, data selection, campaign deployment and reporting
• Delivering highly personalised and innovative communications that make an impact on the customers you target
• Continuously improving customer engagement and long-term sales from CRM, as well as optimising efficient processes, to ensure we deploy our time and talent where it can have the most impact.
• Deepening relationships with other teams right across the business, not just within Marketing but including Destination Management, Data Infrastructure, Analytics and Data Science.

About Things You’ll Be Working On

• Shaping and owning the CRM plan for all marketing in UK, IT and BENE
• Developing and leading a culture of testing and experimentation to innovate on how we
  • drive engagement and conversion
  • optimise segmentation
  • continuously improve creative and messaging
• Identifying (then solving) campaign gaps across different stages of the customer lifecycle
• Maintaining a deep understanding of your region’s members, behaviours and response patterns by leveraging personalised messaging
• Establishing channel-specific and country-specific performance benchmarks. Increasing the consistency of reporting, summarising key insights and recommending future actions to improve performance with wider teams (in marketing and across the business)
• Ensuring we provide a seamless customers experience that maximise the lifetime value of our customers
• Managing and developing a team of 2 brilliant CRM Executives with an entrepreneurial mindset and a high sense of ownership
• Providing insight, expertise and momentum to the Head of CRM to ensure we continue to break new boundaries

About The Skills And Experience We Are Searching For

As a seasoned CRM operator, you will have proven success in a multi-channel, insight-driven CRM role. You will have extensive experience and competence in:

• Managing large-scale, high frequency CRM programmes
• Customer journey mapping
• Using CRM platforms such as Iterable, Braze, Salesforce Marketing Cloud or equivalent
• CRM metrics and analytics
• SQL (to an advanced level)
• Snowflake, Tableau or similar analytical/database environments
• HTML, basic coding and editing
• Using Microsoft Excel with confident data skill
• Data-driven decision making and A/B testing

You will also be:

• A good communicator, able to share your ideas and findings clearly
• Someone who enjoys developing the talents of others, not just your own
• Self-starter with an entrepreneurial mindset, able to both create and convert opportunities
• Results-driven and open-minded
• Someone who loves being part of a great team, and shaping a positive team culture

How The Magic Happens

Most of our 9-strong team sit in London, so we would love to have you there so we can bounce off ideas off each other in person.

Whilst day-to-day we’re all focused on our individual territories, we come together to work on shared projects for at least a day a week and have an excellent team spirit. Secret Escapes operates a flexible working policy and we are all in the office 1 day a week (minimum) and have core hours of 10am-4pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to a month each year.

We are an equal opportunity employer:

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.