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Job Details

Salary: Competitive per annum plus excellent benefits

Contract: Permanent

Hours: 37.5 hours per week, Mon - Fri 09:00 - 17:30

Location: The VHQ, Crawley, West Sussex

Closing date: 20 February 2019

In a nutshell

The CRM Executive is accountable for crafting and implementing an end to end Omni channel digital customer experience. You'll represent the true voice of the brand and improving the non-physical experience with Virgin Holidays and its partners whilst underpinning the Commercial Trading Plan and delivering the targeted return on investment.
Using traditional communications (Email, Outbound calls, SMS, & DM) to support the weekly trading needs of the business, this role is responsible for protecting and growing the margin generated from CRM communications. In addition to traditional CRM marketing, positioning Virgin Holidays as the most loved travel brand is essential within the digital relationship Virgin Holidays has with its customers through creative, meaningful and hyper personalized experiences that drives preference and delivers NPS targets.
You'll continually seek out and work with like-minded partners with a real passion for customer centricity, manage cross functional team and external agencies to deliver an ongoing communication programme that complements the holiday journey and that of our partner Virgin Atlantic.

Day to day

Develop the 90 day CRM communications calendar spanning the core and cruise brands.
Craft a CRM testing plan across all channels and devices; use the results to continuously optimize campaigns over time whilst communicating results weekly to the trading team.
Collaborate with the in-house design team & agencies to shape the design and execution of all Trading Communications.
Optimize CRM creative budget by effectively handling resource between in-house design and agency.
Working in partnership with the Performance Marketing and Trading Marketing Teams, evaluate and priority rank the CRM opportunities to increase or defend margin arising from the Weekly Trading Meetings.
Work flexibly across the entire CRM team, to provide extra “fire-power” during new initiative launches and ensure all projects launch on time and deliver the associated business case benefits
Execute delivery of emails through Adobe campaign alongside the integration of technology platforms.
Support cross functional teams to deliver through effective and well targeted communications
Design and build personalised email marketing campaigns responding to new customer or commercial priorities and targets
Build a detailed understanding of the audience segments, taking ownership of enriching the segments with findings from previous campaigns.
Incorporate previous leaning and best in class execution to provide a steady stream that pushes the bar each time
Own and deliver an end to end communication strategy that wins the hearts and minds of customers.
Lead cross functional developments that aligns the digital journey with the physical experience both at Holidays and Atlantic
Improve NPS in key areas of the journey, based on customer needs and resolving issues.
Develop new products and services that drive deeper engagement with our customers and deliver excitement through the customer lifecycle

About you

Are you experienced in managing end to end campaign creation? Would you say you have a creative thirst for delivering brand lead experiences through digital communication? Then this could be the role for you
With good technical knowledge including HTML and coding you’ll have strong conceptual skills and a track record of problem-solving and brand-building. It’s preferred you have experience in Adobe Campaign, however excellent organisation and interpersonal skills, along with an understanding of media and direct marketing are needed.
Do you have proven experience of handling creative agencies and budgets? Does the above sound like you? Then we’d love to hear from you