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CRM MANAGER

  • Applications are considered on a rolling basis
  • London +1 more
  • Applications are considered on a rolling basis
  • London +1 more

Job Purpose

Responsible for helping lead the retention marketing strategy for Group, Svalbard, P2P & Hurtigruten Coastal Express businesses. In this strategic role on the CRM team, you will develop and execute programs to engage with our customers through every phase of their lifecycle of the product from acquisition, nurture, and retain. This role will be pivotal in ensuring that the complete E2E journey and customer data is laid out and shared across the matrix organization and business units.**



** Key Responsibilities

  • Owner of HRN, Svalbard & Group Customer Enablement & Acquisition Journeys.
  • Own, operate and develop the Guest Journey and touchpoints including content creation, analytics, journey building, templates for market adjustments and general optimization.

  • Drive inspirational and live content for our destinations, products and HRN brand through the guest journey, at right time, right channel and right customer

  • Product owner/close cooperation with sales and marketing platform tribe to develop the Guest Comm infrastructure and future capabilities/infrastructure and a demand owner for future development of CRM capabilities

  • Close cooperation with Guest Relations/IROPs to align communication in case of planned and unplanned communications need to be adding.

  • Share and build knowledge and competence internally to drive enthusiasm and engagement across the company. Develop understanding of guest journeys, experiences and best practices

  • Take care and develop the team, including personnel responsibility, mentoring, coaching and job crafting

  • Participating in CRM management meetings and processes

  • Participate in agile teams and projects.

  • Continuously optimize performance through A/B testing and work with partners to deliver results and extract maximum ROI/LTV including identifying opportunities for automation

  • Work with product, marketing and analytics peers to define key objectives and develop and continually optimize guest segmentation and the corresponding marketing strategy

  • Develop a dynamic and personalized customer lifecycle experience, tailored to each guest’s journey around key behaviours

  • Own marketing execution for email, push, and on-platform communications with an in-depth understanding of each channel’s technical capabilities

  • Keep up-to-date on global privacy laws and address any necessary adjustments with relevant channels.

  • Work closely with markets and revenue marketing to build lead gen campaigns for all markets

  • Maintain awareness of email and mobile marketing trends. Maintain awareness of competitive landscape.

Work with great people

Esben Kuhnt
Learning & Development Manager
"Working here is a great blend of making a difference in a fast-paced environment with tons of opportunities, coupled with a young workforce, loads of social events, and an amazing product."
Jessi Quillen
Head of Marketing
"We are a company looking for and willing to hear employees who have creative solutions and out-of-the-box ideas for the travel industry and expedition cruising."
Esben Kuhnt
Learning & Development Manager
"In der Hurtigruten Group zu arbeiten bedeutet für mich, zusammen mit jungen Kollegen und durch ein fantastisches Produkt, Menschen zu bewegen und die Umwelt zu schützen."
Jessi Quillen
CRM manager
"Wir sind ein Unternehmen, dass nach Mitarbeitern mit kreativen Lösungen und "Out of the Box" Ideen für der Reisebranche und Kreuzfahrten sucht und dabei unterstützt."
Esben Kuhnt
Learning & Development Manager
"Å jobbe i Hurtigruten Group er å utgjøre en forskjell for mennesker og miljøet gjennom et fantastisk produkt - sammen med unge kollegaer i et raskt og sosialt miljø."
Jessi Quillen
Head of Marketing
"Vi er et selskap som ser etter og hører på ansatte som har kreative ideer og løsninger for reiselivsbransjen og ekspedisjonscruise."

Skills & Requirements

Academic And Professional Qualifications

  • Master Degree/Bachelor in Business, Financial or Marketing
  • Minimum 3 year as Head of CRM/CRM Manager (from travel industry/cruise industry is preferred)
  • Minimum 3 years of experience of personnel management
  • Strategic and analytical mindset with broad experience from development of 1:1 comms
  • Servant and result driven leadership style

  • A team builder with agile way of work experience

  • Experience from premium brands building qualitative content across digital channels

  • Salesforce Service Cloud and Salesforce Marketing Cloud knowledge preferred

Collaboration

Digital Channel, Revenue Marketing, Markets (Sales Tribe) Brand and Content, BU, Sales and Platform Tribe, Sales Support

Great Place to Work

  • Play your part

  • Inspire the Adventure

  • Make tomorrow better

About the company

The undisputed global leader in sustainable inspirational adventure travel — a catalyst for change towards a greener travel industry. Formed in 1893, Hurtigruten Group is the world’s leading adventure travel group. We have 2,400+ employees worldwide, representing more than 50 nationalities. They form part of three main business units — Hurtigruten Expeditions, Hurtigruten Coastal Express, and Hurtigruten Svalbard — which offer unique small-ship and land-based adventures from pole-to-pole.

For almost 130 years we have pushed boundaries on expedition travel and sailed tourists, locals and cargo around the Norwegian coastline and polar regions. We have made Norway more connected, impacting the lives of millions of people. And we continue to share knowledge with our international guests about wildlife, local communities, science and the natural world.

As a Group, we are revolutionising the travel industry’s approach to sustainability through a number of vital initiatives to protect the world we explore.

Quick overviewTOM

Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

Hybrid Explorer shipsHurtigruten has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.

Beach cleanupsHurtigruten Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.

Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.

KurzübersichtTOM

Abschaffung von EinwegplaHurtigruten war das erste große Reiseunternehmen, das Einwegplastik aus der gesamten Flotte und aus den Hotels verbannt hat.

Hybrid-ExpeditionsschiffeHurtigruten verfügt über zwei Expeditionsschiffe mit Hybrid-Elektroantrieb, mit denen der Treibstoffverbrauch um 20 % gesenkt werden kann.

StrandreinigungenDie Hurtigruten Expeditionsteams motivieren ihre Gäste, an Strandsäuberungen teilzunehmen, wodurch jedes Jahr mehrere Tonnen Müll beseitigt werden.

Hurtigruten FoundationDie Stiftung fördert Projekte, die sich für die Erhaltung bedrohter Arten sowie den Kampf gegen Meeresverschmutzung und Plastikmüll engagieren.

I korte trekkTOM

Forbud mot engangsplastHurtigruten Group er det første store reiseselskapet som fjernet engangsplast fra hele flåten og hotellene våre.

Hybride ekspedisjonsskipHurtigruten Group har to hybridelektriske ekspedisjonsskip som betyr 20 % redusert drivstofforbruk.

StrandryddingHurtigrutens ekspedisjonsteam oppfordrer gjestene til å delta i strandrydding, noe som resulterer i at flere tonn søppel blir fjernet hvert år.

Hurtigruten FoundationStiftelsen har fokus på bevaring av truede arter og bekjemper plast- og havforurensning.

Paul Canning | Contact Person

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Hurtigruten Group

London +1 more
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