CRM Manager, loveholidays
3+ days a week in office (Shortlands, London)
Holiday booking service
Be an early applicant
Holiday booking service
201-500 employees
Be an early applicant
3+ days a week in office (Shortlands, London)
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- Experience in developing CRM strategies within the online travel industry or a similar fast-paced, customer-centric environment
- Proven experience as a CRM Manager or in a similar leadership role
- Analytical skills and ability to leverage data to drive insights
- Experience in using CRM platforms and data analysis tools, preferably Braze
- Self-starter with a strong work ethic and the ability to thrive in a dynamic, fast-paced environment
- Excellent communication and stakeholder management skills
- Ability to manage and motivate a team
- Strategic thinking and problem-solving abilities
- Project management skills and experience
Desirable
- Basic Liquid training will be provided
- Preferred experience with Braze and Looker
What the job involves
- As a CRM Manager you'll play a pivotal role in accelerating loveholidays' customer retention and engagement strategies
- You, alongside one reportee, will be responsible for all automated campaigns across email, push notifications and in-app messaging, ensuring each customer receives the right communication, at the right time, via the right channels
- Lead the development and implementation of the CRM strategy, aligning with business objectives and customer needs
- Manage and mentor the CRM team, fostering a culture of collaboration, innovation, high performance and data driven marketing
- Collaborate with trading, supply teams and marketing teams to develop and execute CRM campaigns aligned with business goals, focusing on creating personalised experiences for customers and maximising the commercial opportunity
- Leverage customer data and analytics to identify opportunities for segmentation, personalisation, and automation
- Conceptualise and design effective CRM campaigns across multiple channels (email, push notifications, in-app messages) to drive customer engagement and conversion
- Conduct thorough A/B testing and other optimisation techniques to improve campaign effectiveness
- Analyse campaign performance to identify trends, measure ROI, and inform future strategies
- Stay up-to-date with the latest CRM trends, best practices, and emerging technologies
Application process
- TA Screening - 20 mins
- Virtual Interview with Head of CRM - 45 mins
- In-office interview present task to Head of CRM & Director of Organic Marketing + meeting with Senior People Business Partner & Head of Editorial - 1 hour 30 mins
Salary benchmarks
Our take
Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.
Despite travel companies suffering considerable reputation damage back in 2020, as they struggled to refund customers whose booked holidays were suddenly cancelled, the appeal of companies like loveholidays to holidaymakers will undoubtedly endure seeing as they make the process of booking holidays much easier.
In the nearest future, loveholidays will need to focus on maintaining its reputation, especially given the wide array of direct competitors who could steal market share. At present, however, loveholidays is still one of the fastest growing online travel agents. If it can keep up the practices which have brought it success over the past 10 years, loveholidays is still in a good position to keep its growth strong for few years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"The company has made a deliberate decision to invest in great engineers and give us the autonomy and accountability to pick the best tool for the..."
Funding (2 rounds)
Oct 2016
$3.9m
EARLY VC
May 2011
$2.6m
EARLY VC
Total funding: $6.5m
Company benefits
- Discounted holidays for you, your family and friends
- 25 days of annual leave + bank holidays
- Company pension contributions at 5%
- Individual training budget for courses, seminars and memberships to professional bodies
- High degree of autonomy in a strong collaborative environment
- Cycle to work scheme, season ticket loan and eye care vouchers
- Hybrid working with 3 days working in our office (London) and 2 days WFH per week
- Sustainably sourced fruit baskets in the office kitchen
- Increased annual leave for long service
- Ability to buy and sell annual leave
- Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
- Enhanced paternity pay = 4 weeks of full pay
Company values
- We are entrepreneurs - We’re proudly commercial, we do more with less, we own the decisions we make and the actions we take
- Everything is written in pencil - As we grow, we think smaller, act quicker and continuously evolve the way we organise our work
- We organise for speed - A flat structure with small teams, allows us to move quickly
- We believe in Team - We’re all in it together
Company HQ
Hammersmith, London, UK
Articles
Leadership
Jonny Marsh
(Non Executive Director)An engineering graduate from the University of Bath, Jonny is also the founder and ex-CEO of nmqa Ltd and co-founder of travelmatch. He served as Loveholiday's COO until 2019.
Alex Francis
(Non Executive Director)Founded travelmatch in 2007 and then loveholidays in 2012, quickly becoming the fastest growing business in the UK by 2019. Now acting as a non-exec for the business since stepping down as CEO in 2020.
People progressing
Joined as UX/Design Manager in 2011, promoted 3 times in 10 years to current position of Lead User Researcher, having previously worked as Senior Product Designer.
Diversity, Equity & Inclusion at loveholidays
Clodagh Beatty (Head of Talent Management, Learning & DE&I)
- We recently hired a Head of L&D, Diversity, Equity & Inclusion to support us in our ongoing commitments to creating an inclusive environment, as well as providing growth opportunities for all our employees
- We want all applicants to feel they can belong at loveholidays
- We have employees from all walks of life and we are only interested in assessing your skills, attitude and talent!
- We support Employee Resource Groups - recently launched our Women's Network at loveholidays
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