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Global CRM Specialist - 12 month fixed term

Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

Sitting within the CRM global marketing team and working closely with international markets, this Global Email Specialist will primarily focus on Post Booking engagement by driving tactical and strategic CRM activity to support commercial growth and our net promoter score, during the post-booking stage of the customer lifecycle.

Working as part of the global CRM team, you will be responsible for contributing to the strategy and leading on the development of multi-channel post-booking/pre-voyage communications. The role will be an ambassador for retention and advocacy and be responsible for delivering a best-in-class guest communications experience.

Work with great people

Ragnhild Sanderud
VP Chief of Staff
"I Hurtigruten får jeg jobbe med spennende problemstillinger i et dynamisk miljø. Vi har et unikt produkt som det er utrolig givende å få ta del i og videreutvikle."
Linn Grønli Smith
Team Lead – Crew Center
"Mine medarbeidere tar utfordringer på strak arm, er endringsvillige og lojale, og vi har et kollegialt samhold. Det gjør meg stolt."
Mona Iren Bratteng
Resepsjonist
"Å jobbe i resepsjonen på Hurtigruten er spennende og variert. Siden jeg begynte i 2014 har jeg sett mye glede hos gjestene når vi oppfyller deres drøm."
Linn Bjørgen
1.Styrmann/Nav.off
"Det er spennende og lærerikt å seile langs norskekysten i varierte værforhold, sommer som vinter."
Simen Opdahl
Matros
"Det er givende å holde skipet i god stand. Varierte dager med fortøyning og godshåndtering."
Lovisa Kaasa
Receptionist
"Mangfoldet er fantastisk. Alltid nye mennesker, situasjoner og opplevelser. Spennende og givende!"
Stine Hovelsen Hjelseth
Receptionist
"Det jeg liker best med å jobbe i Hurtigruten er at dagene er så varierte og innholdsrike."
Kasper Kvalvik
Restaurasjonsbetjent
"Det er veldig givende med flotte kollegaer og varierte dager. Alltid hyggelig å møte nye gjester."
Tonje Larsen
Kokk og Konditor
"Vi har et veldig stort og spennende læringsmiljø. Du lærer hver dag og du blir aldri utlært."
Monton Buaon
Servitør
"Vi har et veldig fantastisk arbeidsmiljø, og alle kollegaene er kjempe hyggelige og støtter hverandre."
Lykke Eidsvoll Lund
Reiselivslærling
"I Hurtigruten blir alle som en familie, enten om du er gjest eller ansatt."
David Lam
Expedition leader
"The best thing about the job is the variety from day to day, the contact with the guests and the nature experiences."
Kjell Armand Stub
Chief engineer
"No one is better than the weakest. It's about building each other up and giving room to try. Here in Hurtigruten, you always have someone to lean on."
Tony Pedersen
Motormannlærling
"Vi er et godt team der vi alle samarbeider og får jobben gjort på en effektiv og bra måte."

Skills & Requirements

To succeed in this busy role, it is essential that you are customer focused, well organised, have a strong attention to detail, are a good communicator and strong collaborator as you will be working closely with our international markets, multiple internal teams including Media House, Guest Experience, Revenue Management, our Customer Service Centre and the broader CRM team to deliver exceptional customer experiences that support our business OKRs and drive value for our guests.

Key Responsibilities

  • Work with multiple stakeholders and customer data from across the business to inform and develop detailed customer journey maps, with a view to enhancing the overall guest experience and satisfaction by identifying gaps and areas for communication improvements across the post booking guest journey.
  • Translate the customer journey maps into primarily email assets ensuring a highly personalised customer experience that is tailored to each guest journey and by customer segment.
  • Work closely with the Global Strategic CRM Journey Planner to align on the customer data brief, automated deployment schedule reporting and optimisation.
  • Build of emails in TAXI for Email, with effective review and approval of all local and global assets and that they follow brand guidelines prior to exporting into Salesforce Marketing Cloud.
  • Examine all creative assets to ensure that content/message is approved by business owners and our inhouse creative team when necessary and segmentation corresponds with the Global Strategic CRM Journey Planner agreed campaign brief.
  • Complete QA testing using tools such as Email on Acid.
  • Ensure the correct population of dynamic content and once happy, work with the Global Strategic Journey planner to deploy and monitor automation performance by channel and market sharing regular performance updates with the wider business.
  • Analyse email campaign performance, including core engagement and revenue to derive insights and optimise future activity, including but not limited to revenue upsell and cross sell opportunities.
  • Identify trends and innovations to improve customer engagement and channel performance against agreed OKRs, with a view to increasing customer lifetime value and our net promoter score.

Qualifications & Skills

  • 3+ years experience in working in CRM either client or agency, ideally in a global role.
  • Proven experience managing complex CRM lifecycle programmes, ideally in a post booking setting.
  • Strong Salesforce Marketing Cloud (or similar technology) experience.
  • Stakeholder management and collaboration skills.
  • Experienced in Ampscript, HTML and SQL desired.
  • Customer focused; data driven and a strategic thinker.
  • Strong attention to detail, whilst working in a fast-paced environment.
  • Good organisation and prioritisation skills.
  • Ability to translate data analysis into useful insights.
  • Customer journey mapping.

What’s in it for you?

  • Competitive salary and employee benefits.
  • Inspirational and friendly work environment in a dynamic team
  • Staff rates on our cruises to some of the most exotic places on the planet
  • Hybrid working arrangements, with 3 days in the office and 2 flexible days.
  • Modern and centrally located office in either Oslo or London

Location: London/Oslo

All applications must be in English.

Great Place to Work

  • Play your part

  • Inspire the Adventure

  • Make tomorrow better

About the company

About Hurtigruten

Hurtigruten Group is made up of Hurtigruten, HX, and Hurtigruten Svalbard. Together, we are the global leader in inspirational and sustainable adventure travel from the Arctic to Antarctica, employing 2,400 staff and crew from more than 50 diverse nationalities.

Hurtigruten is the historic core of the group, sailing and caring for the Norwegian coast since 1893 as one of the world’s great journeys. We are proud to be a much-loved icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

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.

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

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

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

Anniken Nilsen | Contact Person

I'm interested
Hurtigruten Norway

Multiple locations | Hybrid
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