CRM & Digital Marketing Manager, London

CRM & Digital Marketing Manager

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Scott Dunn is looking for a CRM and Digital Marketing Manager to drive the performance of our CRM and digital marketing activities. Working in a global capacity, this role will be responsible for executing guest segmentation, lifecycle strategies, and high-performing email marketing campaigns that increase engagement, improve retention, and drive revenue.

As a line-management role, this role will oversee a CRM Executive, and have the exciting opportunity to lead CRM Strategy in a luxury context, with the scope to collaborate closely with internal and external stakeholders to bring our brand to life across all digital touchpoints.

Responsibilities

The responsibilities for this role include (but are not limited to):

Own the development and execution of CRM strategy, including lifecycle campaigns, automation flows, and guest segmentation.
Accountable for the delivery of leads from email and direct mail channels.
Use CRM and analytics tools to report on KPIs, retention rates, and campaign ROI.
Responsible for measuring and reporting on the performance of digital marketing channels, in collaboration with the Senior Performance Marketing Manager.
Develop and maintain dynamic customer journeys that are data-driven and personalised across several audience segments.
Monitor and report on campaign performance through A/B testing and data analysis to continuously improve engagement and conversion.
Work with large, complex data sets to understand customer behaviour, identify trends, and provide actionable insights.
Ensure consistent brand tone and messaging across all touchpoints.
Manage and develop one direct report, providing mentorship, training, and performance management.
Liaise and manage external partners relationships (email platform reps) to maximise campaign impact and tool capabilities.
Support broader digital marketing initiatives including paid social, display, and retargeting campaigns.
Work cross-functionally with Product and Guest Loyalty.

About You

You will be someone who can combine analytical skills in leveraging data with stakeholder management skills and the ability to both influence and project manage campaigns to continuously improve engagement, conversion, and our customer journey. In addition to this, you will be able to trouble shoot barriers with a proactive attitude and naturally have a passion and appreciation for both travel but also high-end or luxury customer expectations. Other attributes that will assist in your application include:

Proven 3-5 years experience in a CRM and/or email marketing role (ideally within travel, and/or luxury)
Hands-on experience using Dotdigital or similar CRM/email platforms
Experience managing digital marketing campaigns across channels such as paid social, display, and remarketing
Comfortable working with large data sets and bespoke systems
Previous experience managing or mentoring junior team members
Ability to thrive in a fast-paced environment
Experience integrating tools with bespoke systems would be a benefit but not essential
Experience working in a global team preferred but not essential

Values & Behaviours

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

In the know - Start by listening. We take the time to understand our guests’ and colleagues
needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location

We aim to find someone who would be able to work an office-hybrid pattern from our London, Hammersmith office.

Why work for Scott Dunn

In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;

We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunns global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group
We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to LinkedIn learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).
We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!

Diversity, Equity, and Inclusion

At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.

Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com for further information or alternative application processes to support your requirement.

Apply

You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Marketing
Industries
Leisure, Travel & Tourism and Travel Arrangements

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