CRM & Communications Manager

Job Description

This marketing role sits within Crystal Ski Holidays of our Commercial Division and reports into the Brand & Communications Senior Manager.

We're looking for a CRM & Comms Manager to lead customer communication and CRM strategy for Crystal Ski Holidays and TUI Lakes & Mountains, driving engagement and loyalty across the full customer journey.

The role will be published on 15th April 2026.

*You will be required to work in our Luton office on average two day per week.

ABOUT OUR OFFER

• Personal benefits: Attractive salary, bonus schemes, extensive (travel-related) benefits, extensive support for (mental) well-being and more.
• Flexible working: Work is something you do, not a place you go. We encourage a healthy work-life balance within a dynamic, *flexible working environment.
• A career to shape: Access to the TUI Learning Hub and 'level-up' to pursue your ambitions.
• Broaden your network: We encourage international collaboration and the opportunity to work on international projects/in international teams.
• Community: Get involved in local good causes and sustainability initiatives such as the TUI Care Foundation.

ABOUT THE JOB

• You'll develop and implement our customer contact strategy across pre-purchase, booking, and post-holiday journeys to boost engagement, retention, and commercial success.
• Planning, managing, and delivering direct marketing campaigns for Crystal Ski Holidays and TUI Lakes & Mountains will be at the heart of what you do, ensuring every touchpoint is relevant and delivers strong ROI.
• We need you to champion consistent branding and tone of voice across all customer communications, including copywriting and creative asset development.
• You'll define and manage customer and prospect data selections, segmentation, and database health to optimise targeting and campaign performance.
• Creating an agile approach to respond quickly to tactical trading needs while keeping our strategic objectives on track will be key.
• Delivering campaign performance reporting and insights to the wider business is essential, adopting a test-and-learn approach to continuously improve effectiveness.

ABOUT YOU

• You have proven experience in developing and implementing customer contact strategies that drive conversion, upsell, and repeat bookings, ideally within travel or leisure sectors.
• A demonstrable background in producing high-quality customer communications across multiple direct comms channels is essential, (email is a primary channel), ideally in a customer-facing brand or agency environment.
• Proficiency in Microsoft 365 and experience with different email service providers, HTML, and familiarity with web analytics platforms are important.
• Good understanding of how to use customer data for segmentation and targeting to build profitable campaigns is crucial, with solid analytical skills.
• Your excellent copywriting and editing ability ensure brand tone and consistency across all customer touchpoints.
• Experience managing and coaching team members is valuable, fostering growth and ownership of projects.
• You're skilled in managing budgets and delivering campaigns on time and within scope, with strong organisational and time management capabilities.
• We're looking for someone flexible, self-motivated, and a proactive problem solver with a can-do attitude, able to work under pressure while maintaining attention to detail and customer-centric focus.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

#LI-CH1 #LI-Hybrid