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CRM & Communications Manager

https://www.tui.com Logo

TUI

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Location:
United Kingdom , Surbiton

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Category:
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Contract Type:
Not provided

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Salary:

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Job Description:

This marketing role sits within Crystal Ski Holidays of our Commercial Division and reports into the Brand & Communications Senior Manager. We're looking for a CRM & Comms Manager to lead customer communication and CRM strategy for Crystal Ski Holidays and TUI Lakes & Mountains, driving engagement and loyalty across the full customer journey.

Job Responsibility:

  • Develop and implement our customer contact strategy across pre-purchase, booking, and post-holiday journeys to boost engagement, retention, and commercial success
  • Plan, manage, and deliver direct marketing campaigns for Crystal Ski Holidays and TUI Lakes & Mountains, ensuring every touchpoint is relevant and delivers strong ROI
  • Champion consistent branding and tone of voice across all customer communications, including copywriting and creative asset development
  • Define and manage customer and prospect data selections, segmentation, and database health to optimise targeting and campaign performance
  • Create an agile approach to respond quickly to tactical trading needs while keeping our strategic objectives on track
  • Deliver campaign performance reporting and insights to the wider business, adopting a test-and-learn approach to continuously improve effectiveness.

Requirements:

  • Proven experience in developing and implementing customer contact strategies that drive conversion, upsell, and repeat bookings, ideally within travel or leisure sectors
  • Demonstrable background in producing high-quality customer communications across multiple direct comms channels (email is a primary channel), ideally in a customer-facing brand or agency environment
  • Proficiency in Microsoft 365 and experience with different email service providers, HTML, and familiarity with web analytics platforms
  • Good understanding of how to use customer data for segmentation and targeting to build profitable campaigns, with solid analytical skills
  • Excellent copywriting and editing ability to ensure brand tone and consistency across all customer touchpoints
  • Experience managing and coaching team members is valuable
  • Skilled in managing budgets and delivering campaigns on time and within scope, with strong organisational and time management capabilities
  • Flexible, self-motivated, and a proactive problem solver with a can-do attitude, able to work under pressure while maintaining attention to detail and customer-centric focus.

Nice to have:

  • Experience ideally within travel or leisure sectors
  • Experience ideally in a customer-facing brand or agency environment
  • Experience managing and coaching team members.
What we offer:
  • Attractive salary
  • Bonus schemes
  • Extensive (travel-related) benefits
  • Extensive support for (mental) well-being
  • Flexible working environment
  • Access to the TUI Learning Hub
  • Opportunity to work on international projects/in international teams
  • Get involved in local good causes and sustainability initiatives such as the TUI Care Foundation.

Additional Information:

Job Posted:
April 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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