Senior CRM Development & Delivery Manager

Job Description

The world’s leading tourism group, TUI, has a unique portfolio of airlines, cruise ships and hotels, coupled with a large distribution network consisting of Europe’s foremost tour operator, market leading digital platforms and a network of travel agencies that provide 27m customers with unmatched holidays across the world.

This is the perfect time to join the team as we accelerate the pace of our personalisation of communications through increased automation powered by data and analytics. Our ambition is timely and personalised marketing that helps customers find and enjoy their perfect holiday, creating customers for life.

Working in partnership with the Senior CRM Manager, this is a fantastic opportunity for a customer obsessed and technically minded data driven marketer to drive the quantity and quality of personalised campaigns across all channels.

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 with the successful candidate visiting our office in Luton once a week. The closing date for applications will be Friday 5th April.

ABOUT THE JOB

INFLUENCE INNOVATION AND TRANSFORMATION

• Lead the UK technical’s CRM strategy within the context of the broader Group CRM strategy and roadmap.
• Collaborate with Group CRM colleagues and business stakeholders to identify opportunities to enhance the platform available to UK CRM and drive forward the requirements and prioritization of new features, data or additional capabilities.

LEAD A TEAM OF CAMPAIGN SPECIALISTS

• Lead, inspire and empower a team of campaign specialists so that they continuously develop their skills and output and remain engaged throughout our continuing transformation.
• Ensure that the team becomes ever more high performing and individuals can achieve their full potential.

DELIVER CAMPAIGN SCHEDULE, MAINTAINING OPERATIONAL EXCELLENCE

• Ensure that all campaigns are delivered to agreed timescales and quality standards with measureable incremental impact in line with an agreed Customer Analytics and CRM strategy.

DRIVE PRODUCTIVITY TO SUPPORT BROADER RANGE OF MORE COMPLEX CAMPAIGNS THROUGH CONTINUOUS IMPROVEMENT

• Foster a strong test and learn culture and rapid operationalization of learnings that translate into business benefits, through a measurable increases in operational capacity and/or increases in campaign effectiveness.
• Collaborate with CRM and business colleagues to develop and maintain an appropriate testing strategy, roadmap and plan.

DRIVE PERSONALISATION THROUGH ADOPTION OF DATA AND CAPABILITIES AS DELIVERED

• Drive the early realization of value from additional data and capabilities that become available whether that be from Group or local market initiatives. Develop a roadmap and plan for creation of ever more personalization especially within campaigns that reach larger audiences.

ABOUT YOU

• Track record of success in a complex and high volume CRM environment having defined and delivered multi-channel CRM strategies and campaign plans using Braze and Taxi or similar tools (e.g. IBM, Salesforce, Adobe etc)
• Experience of managing quality assurance in a technical environment, optimisation of campaign scheduling, complex rules management and campaign delivery tools across email and push channels
• Strong people management skills with experience of managing teams (vibrant, enthusiastic, engaging & creative leader) capable of leading a strong technical team
• Strategic thinker with ability to articulate complex concepts in a clear and concise way with excellent negotiation, presentation and influencing skills with confidence in reporting to senior stakeholders
• Abillity to analyse processes to make fact based recommendations to deliver objectives within IT constraints
• Highly commercial, with ability to define, identify and prioritise high value initiatives. Ability to create robust plans to deliver strategic growth, balancing issues, risks and competing priorities
• Travel industry sector knowledge is highly desirable

ABOUT OUR OFFER

• 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
• 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 careers@tui.co.uk. Your application is important to us and we aim to get back to you shortly after the closing date