Senior CRM & Customer Analytics Manager

Job Description

We're looking for an experienced analytics leader to join our Marketing & Sales Analytics team in Luton. In this role, you'll lead our Customer & CRM Analytics function, using data-driven insights to shape how we connect with millions of customers across the UK&I.

We offer hybrid working, with two days per week based in our Luton office. The role will be published until Monday 27th April however could close earlier so we would encourage you not to delay with submitting your application!

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 develop and own the Customer & CRM Analytics strategy for TUI UK&I, ensuring customer insight drives business decisions and optimises campaign performance.
• Leading a team of analysts, you'll champion customer-centric thinking across the business through clear, actionable insights and innovative analytics techniques.
• You'll oversee analysis of CRM campaign performance and the translating of complex data into compelling customer stories that influence strategic decisions.
• Advanced customer segmentation and predictive modelling will be at the heart of what you do, helping us identify high-value segments and growth opportunities.
• Working closely with our CRM, digital marketing and commercial teams, you'll develop testing frameworks and measurement approaches that prove the value of our customer communications.
• You'll proactively identify opportunities for business improvement, and engage stakeholders to drive implementation and results.

ABOUT YOU

• You bring extensive experience in CRM or customer analytics, with a track record of leading analytics teams and setting strategic direction.
• Proven analytical skills are essential – you can translate complex data into actionable insights and solve problems with a commercial mindset.
• You have advanced knowledge of customer segmentation, lifetime value modelling and retention strategies, with experience using these in personalisation across multiple channels.
• Excellent SQL skills and experience with analytics tools like Tableau are part of your toolkit, ideally alongside working knowledge of Python.
• Your stakeholder management and data storytelling abilities mean you can communicate effectively with both technical and non-technical audiences at all levels.
• You're passionate about developing talent and fostering innovation, including exploring how AI and automation can enhance analytics outputs.

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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