TUI Group • Surbiton, United Kingdom

Customer Communications & CRM Manager

Employment type:  Full time

4 days/week at home

A little flex time

Job Description

The Customer Communication & CRM Manager is responsible for managing the strategy and implementation of all direct customer marketing activities, including planning, production and delivery of email and direct mail campaigns for two Tui UK Brands, Crystal Ski & Tui Lakes & Mountains. You will have a focus on evolving the customer contact strategy and content to enhance relevancy and engagement, ultimately driving growth, increasing retention and commercial benefit.

This role involves managing communications pre-purchase and throughout the customer journey post-purchase including customer booking confirmation documentation, customer service, incident comms, SMS, push notifications, etc and therefore will work closely with all departments within the company including overseas. You’ll be a brand guardian across all customer messaging and other customer facing communications ensuring consistent branding and tone of voice is implemented throughout the journey.

The Customer Comms Exec will support you in the build and delivery of the above. You’ll be line manager to Customer Comms Exec who you’ll support and develop to take on Comms and CRM projects in their own right.

At TUI we believe that work is something you do not somewhere you go, therefore we are pleased to advise we can consider a hybrid working model for this role where the successful candidate would collaborate with colleagues in our Surbiton office once a week. The closing date for applications will be the 5th July.


Strategy & Planning

  • Strategic planning, development and implementation of customer marketing campaigns that drive new audience growth, maximise customer relevancy, commercial benefit and loyalty.
  • Strategic planning, development & implementation of pre-departure & post-holiday email communications
  • Championing a consistent look, feel and sound across all customer communications.
  • Managing the CRM budget for direct marketing tools and communication enhancements.
  • Championing customer marketing business requirements in all projects and initiatives.
  • Reviewing & implementing new systems, such as email service provider to align with business goals

Comms Campaign Delivery

  • Creating an agile approach to the delivery of campaigns to ensure tactical trading needs can be responded to efficiently.
  • Having a creative marketing mindset to identify new opportunities, tools, trends and best practice across industries, adopting a constant test and learn approach to enhance ROI.
  • Coordinating with the commercial, content, brand, e-commerce and digital teams to ensure campaign and commercial alignment.
  • Creating content including copywriting, HTML and images.
  • Planning and delivering wider customer service led communications across the journey.
  • Delivering and reporting back on direct marketing and retention campaigns to the wider business.
  • Accountable for the planning and delivery of 3rd party sponsored direct marketing campaigns.
  • Defining customer and prospect data selections and segmentation for optimum targeting and results, including managing and reporting on the health of the marketing database in line with acquisition and retention strategies.


  • Line managing and developing a Customer Communications Executive
  • Working closely with the Brand & Campaigns Manager to build integrated new audience & retention brand marketing campaigns .
  • Work closely with Customer Improvements Manager to deliver best in class pre-departure and post-holiday communication strategy to support the customer experience.
  • Supporting Brand & Communications Lead and CX & Insights Lead on evolving the use of our customer data to deliver sophisticated and accurate direct communications across the full journey
  • Be a proactive member of the Marketing team, building relationships with key areas of the SLM business, Tui UK Group counterparts, overseas teams and external suppliers in order to deliver all campaigns.


  • Proven experience in developing and implementing customer contact strategies that drive conversion, upsell and repeat booking. Travel & leisure category experience preferred
  • Demonstrable background producing high quality customer communications, ideally gained in an agency or marketing department of a consumer-facing brand
  • Experience of systems: MS Office, Cheetahmail, (or similar Email Service Provider), Dreamweaver (html knowledge) essential; Wordpress, infoburst & Alteryx nice to have.
  • Experience of web analytics platforms
  • Committed to putting the customer at the centre of marketing communications
  • Strong manager able to coach and develop team
  • Excellent copywriting and editing skills
  • An understanding of how to use customer data to build and deliver profitable campaigns
  • Good head for numbers, with ability in Excel and Powerpoint
  • Budget management experience


  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Discretionary Bonus Scheme
  • Private Medical Insurance, single cover with option to add dependants
  • Permanent Health Insurance
  • Excellent rates with foreign exchange
  • Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

Company benefits

Travel credit – All benefits vary by location and job role, we'd be happy to chat to you about this in more detail
Work from anywhere scheme – TUI WORKWIDE means colleagues can work from abroad for up to 30 working days a year
Employee discounts
Flexible working week
Bank holiday swaps
Time off in-lieu
Religious celebration leave
Buy or sell annual leave
Health insurance
Gym membership
Open to part time work for some roles
Mental health platform access
Enhanced maternity leave
Shared parental leave
Pregnancy loss leave
Enhanced paternity leave
Compassionate leave
Cinema discounts
Season ticket loan
Travel insurance
Cycle to work scheme
In office catering
Commuter loan
Annual pay rises
Annual bonus
Life assurance
Salary sacrifice
Matched pension contribution
In office workout classes
Teambuilding days
Employee assistance programme
Charity donation scheme
Enhanced sick pay
Share options
Faith rooms
Volunteer days
Lunch and learns
L&D budget
Personal development days
Mental health days
Employees are very happy with their working location freedom
Employees are largely happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees enjoy the working environment
Employees feel quite excited about the company mission
Employees feel that their salary is fair and in line with the market average

Working at TUI Group

Company employees

60,000 globally

Gender diversity (male:female)


Office locations

Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Ireland, Mexico, The Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA

Hiring Countries





Dominican Republic
















United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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