This is a key role within the marketing team, responsible for the execution and evolution of digital marketing strategies supporting the Head of Online & CRM with data-driven acquisition, retention, and engagement activity for Ambassador Cruise Line.
You will lead in optimising digital performance through primarily HubSpot CRM implementation and management, email marketing, and advanced data segmentation via the CDP. A key part of the role will be building and maintaining automated customer journey workflows and developing personalised digital content strategies to deliver the right message at the right time via digital channels.
The CRM Marketing Manager will act as the operational, technical digital marketing lead, working closely with internal teams and agencies to drive measurable performance across key digital channels. You will also champion the use of customer data, segmentation, and insights to deliver impactful CRM and lifecycle marketing strategies. This position will require a confident, well organised, resourceful, energetic, and motivated marketing professional.
Key Responsibilities:
CRM & Email Marketing
* Oversee the successful implementation, optimisation, and adoption of HubSpot CRM, ensuring seamless integration for the marketing team.
* Design and manage automated customer journey workflows, ensuring consistency of messaging across email, web, and digital touchpoints.
* Work with customer data to write and execute queries that deliver dynamic segmentation and enable more personalised communications.
* Lead the planning, build, and execution of segmented, personalised email campaigns across the customer lifecycle (onboarding, nurture, re-engagement, upsell, and retention).
* Manage the Marketing Assistant(s) in the creation, testing, scheduling, and reporting of all B2C and B2B email campaigns.
* Drive continuous improvements in performance through A/B testing, journey mapping, and data-led optimisation.
CDP & Data Management
* Manage the relationship of Hubspot for the marketing team with our CDP supplier and IT team, ensuring data is accurate, accessible, and effectively used across marketing campaigns.
* Partner with the Head of Online & CRM to stage the rollout of CDP functionality with marketing, embedding data-driven decision-making.
* Develop and manage robust segmentation strategies to improve targeting and personalise digital content delivery across owned channels.
* Train and support colleagues in using CDP and HubSpot to access and interpret customer data.
* Lead the growth of the first-party database through acquisition campaigns, competitions, and in-cruise data capture initiatives.
People Management
* Line-manage the team – overseeing their day-to-day responsibilities, professional development, and performance.
* Set clear objectives and support their growth through regular coaching, upskilling, and feedback.
* Ensure alignment between offline and online marketing activity across the wider marketing team.
Reporting & Analysis
* Turn digital insights into actionable improvements to maximise marketing effectiveness and commercial return.
* Produce regular performance reports across CRM, email, and digital channels to inform strategy and stakeholder decision-making.
Key Attributes:
* University graduate or 4+ years B2B/B2C experience in digital marketing, with strong expertise in CRM/email marketing.
* Hands-on experience in HubSpot CRM (or similar platforms), including workflow automation, data query building, and advanced segmentation.
* Strong understanding of customer lifecycle marketing, behavioural triggers, and personalisation.
* Experience in managing and optimising CDPs, email platforms, and web analytics (GA4).
* Track record of delivering measurable sales and engagement growth through data-driven marketing.
* Confident in briefing and managing creative and technical agencies.
* Proven line management experience, ideally overseeing both email and web-focused roles.
* Strong collaboration and project management skills with a proven ability to meet strict deadlines.
* Excellent verbal and written communication skills, able to translate data and insights into engaging customer content.
* Cruise/travel/leisure sector experience a bonus, but not essential.
* Flexibility – the role may require some weekends, evenings, or overseas travel.