Head of CRM

Job Description

We're looking for a strategic CRM leader to transform how we connect with our 20+ million customers. In this role, you'll drive our customer engagement strategy across Markets & Airlines, leading the evolution towards automated, personalised communications that deliver real business impact.

This role can be based from any of our headquarters in the market locations. The closing date for applications will be Tuesday 23rd June, we would encourage you to apply as soon as you can as the advert could close early.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll shape and deliver our CRM strategy, creating a comprehensive 3-year roadmap that aligns with business objectives and drives customer lifetime value across all our markets.
• Leading large-scale campaign execution is at the heart of this role, where you'll oversee programmes that reach millions of customers and generate significant revenue impact.
• We need you to champion the transformation towards automation and personalisation, working alongside data science teams to implement AI-driven communications that truly resonate with our customers.
• You'll guide the development of compelling content and creative assets, ensuring every communication strengthens our brand and drives meaningful engagement.
• Collaborating with technology teams, you'll define platform requirements and prioritise developments that enhance our CRM capabilities and integration across systems.
• Building robust measurement frameworks will be key, as you'll track performance, demonstrate ROI, and identify opportunities that continuously improve our customer communications.

ABOUT YOU

• You bring proven experience in CRM and direct marketing, with a track record of developing strategies that deliver measurable business results at scale across multiple markets or regions
• Your leadership capabilities shine through along with your experience of building and developing high-performing teams who innovate and execute with excellence.
• We're looking for someone with deep knowledge of CRM platforms, marketing automation technologies, and customer lifecycle marketing techniques.
• Your analytical mindset allows you to derive actionable insights from complex data, while your stakeholder management skills help you build strong partnerships enabling you to successfully deliver in a global, matrix environment
• Experience managing multi-channel campaigns across different markets would be valuable, particularly if you've worked in travel, hospitality, or e-commerce environments.
• Understanding of data science and AI applications in marketing would strengthen your ability to drive our personalisation agenda forward.

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.

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