Senior CRM Manager – DACH & Scandi

Location London
Flex Type Hybrid
Role Basis Permanent
Company Secret Escapes

As Senior CRM Manager, you will be joining the talented team that ensures we successfully create, deliver and report on all our high-quality email and push marketing campaigns.

About Secret Escapes
Secret Escapes is the world’s leading, members-only travel and experiences company. We inspire the world to escape by bringing hand-picked offers at unbeatable prices to millions of members worldwide across our Secret Escapes, Travelist, Slevomat, TravelBird and Pigsback brands.

Since our launch in 2011 we have welcomed over 60 million members globally. We’re backed by some of the smartest and most successful investors out there, including Google Ventures, and are a resilient, forward looking scale-up with big ambitions.
We transformed our business during the pandemic, pivoting our customer and supplier value proposition and are emerging stronger, more profitable and more ambitious than ever.
CRM is a vital and well-respected part of the marketing mix at Secret Escapes. It is pivotal to how we inspire our members to take their next trip, be it near home or far away.

About the role
Reporting to the Head of CRM, the Senior CRM Manager is a key leader within the team and a key influencer in the wider business.

You will be responsible for:
the end-to-end management, production, delivery and analysis of all member and media campaigns in the DACH and Scandi regions.
delivering highly personalised and innovative communications that make an impact on the customers you target
continuously improving customer engagement and long-term sales from CRM, as well as optimising efficient processes.
deepening relationships with teams across the business including Destination Management, Data Infrastructure, Analytics and Data Science.

About things you’ll be working on
Shaping and owning the CRM plan for all marketing in our DACH & SCANDI region
Developing and leading a culture of testing and experimentation to innovate on how we
drive engagement and conversion
optimise segmentation
continuously improve creative and messaging
Identifying (then solving) campaign gaps across different stages of the customer lifecycle
Developing and maintaining a deep understanding of your region's members, behaviours and response patterns by leveraging personalised messaging
Establishing channel-specific and country-specific performance benchmarks. Increasing the consistency of reporting, summarising key insights and recommending future actions to improve performance with wider teams (in marketing and across the business)
Ensuring we provide a seamless experience that maximises the lifetime value of our members
Managing and developing a team of two CRM Executives

About the skills and experience we are searching for:
As a seasoned CRM operator, you will have proven success in a multi-channel, insight-driven CRM role. You will have extensive experience and competence in:
managing large-scale, high frequency CRM programmes and customer journey mapping
using CRM platforms such as Iterable, Braze, Salesforce Marketing Cloud or equivalent
CRM metrics and analytics
SQL (to an advanced level)
Snowflake, Tableau or similar analytical/database environments
HTML, basic coding and editing
Microsoft Excel to an advanced level
data-driven decision making and A/B testing

You will also be:
A good communicator, able to share your ideas and findings clearly
Someone who enjoys developing the talents of others
Results-driven and open-minded

It would be nice if you:
German speaker (or totally fluent non-native) ideally with a good understanding and experience of the DACH region

The process
Please see below for further information on our interview process:
Call with a recruiter – 30mins
First stage with the hiring manager – 30mins
Task/case study – 1 hour plus preparation time prior to the interview date
Final interview with the Marketing Director – 30mins

About us
Whilst day-to-day we’re all focused on our individual territories, we come together to work on shared projects for at least a day a week and have an excellent team spirit. Secret Escapes operates a flexible working policy and we are all in the office 1 day a week (minimum) and have core hours of 10am-4pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to a month each year.

About being an equal opportunity employer
Diversity and inclusion are incredibly important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.

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