Crm Project Manager

Club Med profile:

Established in 1950, Club Med are the pioneers and the leaders of premium all-inclusive holidays for families and active couples. Club Med has been continuously innovating over the last 60 years and now offers 70+ ski and sun resorts across the globe. Club Med offers a new way of experiencing holidays in its upscale friendly and multicultural resorts.

Its success comes from the strong commitment to exceed customers’ expectations and deliver an unforgettable experience.

The Role & Missions:

Club Med’s UK office is looking for its future CRM and Loyalty Manager. You will be directly reporting to the Marketing Director UK, Ireland & Nordics.

As a CRM Manager, you will be responsible for delivering all necessary CRM campaigns required to grow and develop the Northern Europe cluster across B2C and B2B. You will work closely with colleagues in the marketing & sales team of the cluster, EAF teams in Paris and the other CRM marketing teams in Europe, to execute effective CRM marketing strategies.

Mission 1 :      Customer Relationship Management (CRM) across B2C and B2B

Mission 2 :      Measure the performance of the campaigns, optimising the plans to meet the business’ needs

Mission 3 :      Loyalty and Retention (database, loyalty management and recruitment)

Mission 4:       Report & analysis of the internal data markets (data base specificities, booking pattern, key destination, calendar analysis…)   

Mission 1: Customer Relationship Management (CRM)

• Design effective CRM/PRM programs to maximize customer loyalty, retention, and lifetime value across B2C and B2B

• Be the guardian of all client communication across B2C and B2B making sure all the information is accurate and up to date across the whole customer lifecycle

• Plan and operate targeted communication campaigns

• Use customer data to personalize communications and offers

• Collaborate with the global technical team to resolve technical issues and improve functionality 

• Identify data-driven improvement opportunities and implement corrective actions

• Be the lead and point-of-contact for in-person events that focus on increasing customer awareness and/or providing increased value for existing customers

• Utilise lead-scoring within the business to facilitate improved KPIs, focusing on better product offering based on demographic patterns and buying behaviours of existing and new customers

Mission 2: Measure the performance of the campaigns, optimising the plans to meet the business’ needs

• Implement robust measures to make sure we are optimising the performance of the channel using GA4. Maintain a test and learn approach

• Use analysis tools to monitor CRM and site performance, generating regular reports on trends, KPIs and results

• Keep an eye on the market to keep pushing innovation

Mission 3: Loyalty and Retention (database, loyalty management and recruitment)

• Manage opportunities to grow the database via key CRM and lead generation projects and best practices to optimise the databases

• Lead NGM (new customers) projects pertaining to CRM to improve likelihood of repurchase

• Lead loyalty projects covering annualisation projects on status of loyal customers working alongside Europe CRM team 

Mission 4: Report & analysis of the internal data markets (data base specificities, booking pattern, key destination, calendar analysis…)   

• Analysis the internal data through tools to understand better the specificities of the data base with their interests using Google Analytics 4

• Be able to recommend optimisation according to the internal data & external calendar

Management: One full time intern

Your profile:

• At least 4 years of experience in CRM/Marketing and advanced level on CRM tools. Basic HTML and coding knowledge required. Proficiency on Salesforce and Acoustic is a plus. 

• Excellent written and verbal communication skills, with a strong command of grammar, punctuation, and style in English

• Experience within the travel or luxury industry. Knowledge of the travel industry b2c and b2b, market trends, and consumer behaviour is advantageous. Demonstrated relationships within the travel industry on both consumer and trade publications would be a plus

• Proficient in utilising marketing and analytics tools and ability to learn new platforms quickly

• Results-driven mindset with a focus on campaign management and performance  

• Excellent understanding of product and brand communication requirements

• Written communication skills, analytical methods, creativeness, problem solving. Performance and results driven. Excellent attention to detail. Agile and proactive mind-set to drive innovation. Good interpersonal relationships. Proven ability to multi-task and work to deadlines. Ability to react quickly. 

• Excellent communication and interpersonal skills to effectively collaborate with internal and external stakeholders