CRM ANALYST / CUSTOMER LIFECYCLE MARKETING MANAGER
SURREY — HYBRID | FULL TIME | 2 DAYS OFFICE, 3 DAYS HOME
UP TO £45,000

Do you?
Do you enjoy digging into customer data and finding opportunities others might miss?
Are you confident building customer segments and turning analysis into practical audiences for email, direct mail, digital and paid media teams?
Do you understand the customer lifecycle, from first sale to repeat business and reactivation, and want to help shape the strategy behind it?
And importantly, do you bring a curious, test-and-learn mindset with the attention to detail to work responsibly with large datasets?

Our Customer
Our client is a well-established travel business, known for the quality of their holidays and standard of service.
Their marketing team brings together customer data, insight and channel specialists across email, direct mail, digital and paid media, with a strong focus on performance and learning. They are now seeking a CRM Analyst to help them understand their customers more deeply and turn that into relevant, targeted marketing across the customer lifecycle.

The Role
In this role, reporting to the Head of Marketing Operations and Orchestration, you will support the delivery of the customer marketing strategy, using data and insight to drive engagement, retention, repeat booking and customer lifetime value.
Support the development and delivery of the CRM and customer lifecycle strategy
Analyse customer, booking and engagement data to identify trends and commercial opportunities
Build and maintain customer segments based on lifecycle stage, behaviour, value, recency and frequency
Provide accurate, actionable audiences and clear briefs to Email, Direct Mail, Digital and Paid Media teams
Identify opportunities across acquisition, nurture, retention, repeat booking and reactivation
Monitor segment and campaign performance, including retention, repeat booking and customer lifetime value
Develop test-and-learn activity and recommend improvements to future targeting
Produce regular CRM reporting, turning data into clear insights and recommendations
Work with Data and BI teams to improve data, reporting and segmentation
Ensure customer targeting is accurate, appropriate and compliant with GDPR and marketing permissions

Experience Required
At least 3 years’ experience in CRM, customer marketing, lifecycle marketing or a highly data-led marketing role
Practical experience planning and delivering CRM programmes across online and offline channels
Strong analytical skills and confidence working with customer and campaign data
Experience building customer segments and target audiences for marketing activation
Good understanding of customer lifecycle marketing, retention and customer lifetime value
Experience with CRM platforms, CDPs, marketing automation tools or customer databases
Strong attention to detail when working with large datasets
Good stakeholder management skills, with the ability to explain insight clearly to non-technical colleagues
Good knowledge of GDPR, PECR and customer marketing permissions
Advantageous: experience in travel, ecommerce or another repeat-purchase business

Benefits

Hybrid working — 2 days in the Surrey office, 3 days from home
Up to £45,000
Full-time role within an established travel business
Opportunity to shape CRM and customer lifecycle strategy alongside Data, BI and channel teams