CRM Manager – Travel & Hospitality

CRM Manager – Travel & Hospitality
UK-based (Remote-first, with occasional travel to London or Manchester for meetings)
Full-time | Salary: £50,000 to £60,000 + Bonus + Benefits

We’re looking for a curious, technically skilled and commercially minded CRM Manager to join a growing digital team and take full ownership of a pivotal role. This isn’t one of those jobs where you inherit a clunky system and spend your days firefighting. You’ll be building, shaping, and optimising the entire CRM ecosystem from the ground up – strategy, comms, customer journeys, optimisation, etc.

You’ll be the go-to expert for all things CRM, reporting into the Head of Digital. Your mission? To design and deliver a customer-first CRM strategy that drives engagement, personalisation and long-term loyalty – underpinned by Salesforce and strong data foundations.

This is a standalone position, so it’ll suit someone who’s as comfortable crafting a lifecycle comms plan as they are designing customer journeys in Salesforce Marketing Cloud. You’ll blend the strategic with the hands-on, working with agency partners and internal teams to turn ideas into automated, scalable, insight-driven experiences.

What you’ll be doing

Own the CRM roadmap and customer strategy – from onboarding through to retention and re-engagement
Build and optimise journeys across email, SMS and app, using Salesforce (particularly Marketing Cloud)
Set up smart segmentation and personalisation strategies that evolve with customer behaviour
Lead loyalty initiatives and bring them to life through relevant, timely comms
Analyse customer data and behaviour trends to shape future campaigns and prevent churn
Set up and monitor campaign dashboards and KPIs, turning numbers into actionable insights
Collaborate with digital, IT and agency partners to troubleshoot, integrate, and improve CRM performance
Keep a close eye on data governance, automation workflows, and marketing best practice

What you’ll bring

Solid background in CRM, with strong Salesforce Marketing Cloud know-how – building, testing and optimsing customer journeys
Able to also own customer comms planning within CRM and project management, from managing the brief, approving proofs, QA’ing process and execution
A track record of working in direct-to-consumer environments (ideally travel, leisure or hospitality)
Experience running loyalty programmes as part of wider customer strategies
Solid understanding of customer lifecycle marketing and personalisation at scale
Confident with reporting tools (e.g. Tableau, Power BI) and translating data into action
Self-starter mindset – you’re happy being the expert in the room, owning your area
Comfortable managing external agencies and getting the most from partners
Strong communicator with an eye for detail and a drive to make things better

A few extras

This role is remote-first, with occasional travel to UK sites based in London or Manchester. You’ll be joining a business that’s investing in digital properly – not just lip service – and you’ll have the support to shape how CRM is done, not just maintain what’s already there.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree

Recruiter | Blue Pelican