Head of CRM Job at TUI (Luton)

Job Description

We're looking for a strategic CRM leader to transform how we connect with our 20+ million customers. In this role, you'll drive our customer engagement strategy across Markets & Airlines, leading the evolution towards automated, personalised communications that deliver real business impact. This role can be based from any of our headquarters in the market locations. The closing date for applications will be Tuesday 23rd June, we would encourage you to apply as soon as you can as the advert could close early.

Job Responsibility

shape and deliver our CRM strategy, creating a comprehensive 3-year roadmap that aligns with business objectives and drives customer lifetime value across all our markets
Leading large-scale campaign execution is at the heart of this role, where you'll oversee programmes that reach millions of customers and generate significant revenue impact
champion the transformation towards automation and personalisation, working alongside data science teams to implement AI-driven communications that truly resonate with our customers
guide the development of compelling content and creative assets, ensuring every communication strengthens our brand and drives meaningful engagement
Collaborating with technology teams, you'll define platform requirements and prioritise developments that enhance our CRM capabilities and integration across systems
Building robust measurement frameworks will be key, as you'll track performance, demonstrate ROI, and identify opportunities that continuously improve our customer communications

Requirements

proven experience in CRM and direct marketing, with a track record of developing strategies that deliver measurable business results at scale across multiple markets or regions
leadership capabilities shine through along with your experience of building and developing high-performing teams who innovate and execute with excellence
deep knowledge of CRM platforms, marketing automation technologies, and customer lifecycle marketing techniques
analytical mindset allows you to derive actionable insights from complex data, while your stakeholder management skills help you build strong partnerships enabling you to successfully deliver in a global, matrix environment
experience managing multi-channel campaigns across different markets would be valuable, particularly if you've worked in travel, hospitality, or e-commerce environments
Understanding of data science and AI applications in marketing would strengthen your ability to drive our personalisation agenda forward

Nice to have

experience managing multi-channel campaigns across different markets would be valuable, particularly if you've worked in travel, hospitality, or e-commerce environments
Understanding of data science and AI applications in marketing would strengthen your ability to drive our personalisation agenda forward

What we offer

Attractive remuneration
discretionary bonus schemes
generous travel benefits
extensive health & well-being support
flexible working
Access the TUI Learning Hub to level-up and reach your ambitions
opportunities to work on global projects and teams
Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation

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