Senior CRM Executive - Saga Cruise - SAGA : Job Details

Senior CRM Executive - Saga Cruise

Salary £33,000 - £35,000

Permanent

FT - 35 hours per week

Hybrid - 3 days in the office & 2 Home

London Kings Cross or Ashford, Kent The Saga Cruise Marketing Team are looking for an experienced and proactive Senior CRM Executive with a strong focus on email marketing & Direct Mail to join our growing team.

Saga as a group is transitioning to a data-driven approach utilising Lifetime Value, Intent and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer-led as opposed to channel execution focused.In this role, you will take ownership of our CRM calendar, manage data-driven campaigns, and contribute to optimizing our email marketing strategy. This will be a critical role where you contribute to driving revenue growth, improving customer engagement, and enhancing the overall customer journey through insight-led decision-making and innovative ideas.

• Working with the CRM Manager to oversee the execution of Saga Cruises CRM strategy, delivering Email and Direct Mail communications to meet commercial targets
• CRM Calendar Management: Building and maintaining a detailed CRM campaign calendar, ensuring timely and coordinated execution across all email marketing activities.
• Campaign Strategy & Execution: Developing and delivering effective email campaigns aligned with commercial goals, focusing on customer segmentation, personalization, and lifecycle optimization.
• A/B Testing & Optimization: Creating and executing an A/B testing plan, analysing results to refine strategies, improve performance, and enhance customer engagement.
• Reporting & Insight Analysis: Monitoring campaign performance, delivering actionable insights through detailed reporting. Emphasize the "so what" of the data, ensuring recommendations directly impact revenue and customer experience.
• Segmentation & Targeting: Using segmentation strategies to tailor campaigns to specific customer groups, improving relevance and ROI.
• Customer Lifecycle Management: Understanding the customer journey and lifecycle stages, creating campaigns that engage, retain, and convert customers effectively.
• Working with the email developers to improve email templates for performance enhancements
• Continuous Improvement: Proactively identifying opportunities to optimize CRM processes, improve campaign performance, and drive revenue growth.
• Collaboration: Working closely with marketing, product, and data teams to align CRM activities with broader business goals.

The Ideal Candidate

• Proven experience in a CRM or email marketing role.
• Strong understanding of customer journeys, lifecycle marketing, and how to optimize touchpoints to drive engagement and revenue.
• Excellent commercial acumen, with the ability to connect campaign activity to business goals.
• Proficiency in segmentation techniques.
• Solid experience in analysing campaign performance metrics, delivering actionable insights, and driving continuous improvement.
• Skilled in A/B testing and optimization strategies.
• Proactive attitude with a proven track record of suggesting and implementing ideas to improve CRM performance.
• Knowledge of automation workflows and trigger-based campaigns.
• Understanding of GDPR compliance and email marketing regulations in the UK.
• Experience in omni-channel planning and delivery. Not limited to email and DM channel delivery and optimisation.
• Exposure to Test & Learn application with proven results on performance.
• Demonstrable ability to leverage customer insight, technology trends and commercial context to inform activity.
• Career experience in a large consumer-facing organisation. Experience in the travel sector is also advantageous.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

Every day, our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, so we have put together an amazing benefits package for all colleagues.

We offer flexibility over where you work within this role, either from one of our hubs in London or Ashford.

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance-related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform