Our client is a distinctive and long-established player in the travel and leisure space, known for its highly loyal customer base and thoughtfully curated experiences. Backed by a major publicly traded group, the business is currently undergoing a significant digital transformation and delivering strong, profitable growth on revenues.
This is a pivotal leadership role at the centre of a major growth agenda. Reporting directly to the Chief Marketing Officer, you will have a clear mandate to build a modern, data-led, and scalable CRM function from the ground up.
The Opportunity
You will own the end‑to‑end customer lifecycle strategy, from initial prospecting through to post-travel engagement and repeat bookings. This is both a transformation role and an operational leadership position.
Key Responsibilities
- Define and lead the end-to-end lifecycle strategy across all customer journey stages.
- Translate commercial objectives into programs supporting acquisition, conversion, retention, and loyalty.
- Drive customer lifetime value through improved repeat booking frequency and upsell.
- Lead the evolution of an established loyalty program, strengthening its proposition and impact.
- Act as the business owner for customer data infrastructure, including CRM, ESP, and MarTech strategy.
- Define and implement personalization strategies using data, dynamic content, and AI-enabled approaches.
- Build and lead a high-performing CRM and lifecycle marketing team.
About You
You are an experienced CRM or lifecycle marketing leader with a track record of driving value within complex, multi-stage customer journeys. You understand how to translate customer data into commercial outcomes and are confident influencing at the executive level.
Requirements
- Significant leadership background in CXM, CRM, or lifecycle marketing.
- Proven ability to deliver measurable improvements in retention, loyalty, and lifetime value.
- Deep understanding of CRM platforms, customer data, and MarTech ecosystems.
- Experience in complex, experience-led, or high-consideration sectors such as travel or retail is preferred.
Location
Hybrid basis, with two days per week in Ipswich, alongside time in London as required.
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