Customer Relationship Management Executive (Maternity Cover) - Neilson Active Holidays

Brighton and Hove

Closing date: 24/05/2019

Neilson Active Holidays are the UK’s leading independent active holiday provider. We are a multi-award-winning tour operator with over 40 years of experience within the travel industry and a portfolio of beautiful beach club/ski properties throughout Europe.

Around 85,000 guests travel with us annually and this number is growing rapidly every year. We are well managed and well-funded with ambitious, exciting plans for the future!

Job Description:

The CRM Executive role is pivotal in the development of our strategy and the execution of the Neilson customer experience; helping to deliver customer engagement and drive sales.

 

The role will involve analysing and gaining a detailed understanding of our customer base, and using insight to optimise our marketing communications across multiple channels.

 

Email Marketing:

  • Working with the Head of CRM to ensure timely delivery of all targeted email campaigns (weekly and ad-hoc)
  • Maintaining an email campaign planner across all Neilson products
  • Working with the Head of CRM in the development and delivery of Neilson’s email marketing strategy
  • Liaising with in-house design and content teams on the look and feel of email briefs, ensuring industry best practice is followed at all times
  • Implementation and management of dynamically populated, automated email campaigns
  • Implementation of robust testing plans to optimise dynamic content, subject lines, deployment times and promotional offers
  • Maximising email campaign performance and customer engagement through continual review and improvement
  • Conducting regular industry research and monitor competitor activity

 

Customer Relationship Management (CRM):

  • Working with the Head of CRM and sales teams to plan and deliver CRM campaigns across all Neilson products to encourage customer acquisition, retention and loyalty
  • Working with the Head of CRM and sales teams to implement tactical customer lifecycle marketing campaigns
  • Ensuring the customer database is segmented effectively for targeted marketing activities
  • Conducting regular customer segmentation analysis with Data Analyst
  • Providing proactive recommendations for automated and event-triggered communications
  • Working with and acting as lead contact between the Neilson Marketing Team and the CRM supplier

 

Reporting:

  • Delivering weekly and monthly reporting on all email campaign KPIs (opens, clicks etc.)
  • Produce and present post-campaign analysis reports demonstrating ROI and recommendations for further improvements
 
Skills Range:

LEADERSHIP, MANAGEMENT, PERSONAL SKILLS OR QUALITIES

Essential

  • Strong communicator – written, verbal and presentation
  • Ability to manage multiple key tasks at any time
  • Results oriented and articulate
  • Strong attention to detail and consistency
  • Individual with a proven ability to interpret, review and direct change
  • Commercially astute
  • Numerate with good attention to detail

 

TECHNICAL SKILLS OR KNOWLEDGE

Essential

  • Previous marketing experience, working either in-house or Agency
  • Previous experience in working with databases, data analysis, segmentation and email marketing platforms
  • Good understanding HTML

Desirable

  • Previous experience of using Google Analytics for campaign tracking and reporting, and the Adobe Creative Suite
  • Knowledge of the activity holiday market an advantage

 

EXPERIENCE & TRACK RECORD

Essential

A minimum of one to two years' relevant marketing or digital marketing experience.

Desirable

Previous travel industry experience

 

QUALIFICATIONS, TRAINING, PROFESSIONAL MEMBERSHIPS OR ACCREDITATIONS

Essential

Graduate

Desirable

CIM/IDM qualification would be useful

 
Person Specification:
  • Strong communicator – written, verbal and presentation
  • Ability to manage multiple key tasks at any time
  • Results oriented and articulate
  • Strong attention to detail and consistency
  • Individual with a proven ability to interpret, review and direct change
  • Commercially astute
  • Numerate with good attention to detail
 
Key Area: Marketing Marketing
Salary: £25,000 Pro-Rata
Attendance: Full-Time
 
 

No agencies please

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