CRM Specialist

Job Introduction

CRM Specialist  

Salary £28,000 - £35,000 DOE

Permanent   

Hybrid / London or Ashford Hub

Saga Travel Group are keen to appoint an ambitious, customer centric and results-driven CRM Specialist to drive the CRM and email activity – across acquisition and retention marketing.

As our CRM Specialist for all things Travel, you’ll be responsible for executing the full Travel CRM programme activity on time and in budget, ensuring campaigns are developed with best practice in mind and always with optimal customer experience in mind.

You will have the chance to work across multiple channels, including email and direct mail. Fully owning the data mapping and planning, giving your input on the CRM strategy, managing the test & learn plan and report on all activity to the wider team and stakeholders. With a focus on both triggered and tactical activity.

Joining us here at Saga is a chance to be part of the wider Travel Marketing team. You will directly report to and support our Head of CRM. Offering great career exposure to be a contributor to delivering the business acquisition and retention targets for the Saga Holidays brand, ensuring that customers are targeted and segmented, based on their preferences and behaviours. 

We work in a hybrid way at Saga both at home and in the office. When you do come into the office, it’ll be with a real purpose in mind – to meet with your team, to work together, and of course to socialise and celebrate too!  The STG CRM team meet once a month in London and have other occasional office days either in Ashford, Kent or Kings Cross London.

Role Responsibility

In this role you’ll be accountable for:

• Campaign management for multiple channels, including email and direct mail / postal. Covering all CRM aspects of the campaign, from data brief to post campaign reporting where required.
• Owning both tactical and triggered email activity- being the key owner and go to stakeholder.
• Customer journey mapping—including the building and executing of customer journey workflows across the customer lifecycle
• Working with CRM colleagues to set and deliver a CRM programme of continuous improvement.
• Setting and following best practice guidance- including working with other Saga teams within travel to make sure we are following the contact strategy and always putting the customer first.
• Understanding our customers; tactical audience segmentation.
• Executing multi-campaign testing programmes within campaign builds.
• Producing weekly campaign performance and summarised reports with insight and recommendations.
• Working cross functionally, specifically with sales, digital & web, product and commercial teams to ensure campaigns are accurate and delivering to business priorities and customer needs.
• Working with the Group Data team to ensure any requests for data or data issues are provided/resolved in a timely manner.
• Working with Group IT to ensure any data issues are raised, tracked and rectified as efficiently as possible.

The Ideal Candidate

You will have previously worked in a CRM marketing function and have a passion for working with an award-winning Travel Brand.

You’ll also need to demonstrate the following skills, experiences and Saga Values;

• Hold a Marketing Degree or equivalent level of qualification or have vast knowledge and experience gained from a previous CRM role
• An expert at working with customer data to craft selections for successful CRM campaigns
• Experience building workflows, ideally within a CRM system such as Adobe Campaign
• Can demonstrate excellent Excel skills
• Naturally possess good Numerical and Analytical skills
• Good communication skills that enable you to make your point clear, build relationships and collaborate effectively in both face-to-face meetings and in written communications
• Stakeholder Management Skills
• Have a sound understanding of GDPR regulations when marketing a product / brand
• Ideally have previously used Google Analytics / Adobe Analytics
• Able to use reporting visualisation tools such as Tableau

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day,

Our People Make Us Special

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our typical working week is 35 hours, 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

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

We are a dynamic and forward-looking business with a clear, single-minded purpose; to create exceptional experiences every day whilst being a driver for positive change in our markets and communities. Our focus on exceptional experiences empowers our colleagues to create moments that are simple, personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible, we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group