Travelopia Kingston Upon Thames, England, United Kingdom
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Travelopia Kingston Upon Thames, England, United Kingdom
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Join to apply for the Head of CRM role at Travelopia
At Exodus, we love adventure travel and always have. We first took a group of travellers to the Himalaya 50 years ago and have since expanded to every continent of the planet. Today, we offer hundreds of itineraries across the globe, focusing on responsible travel that supports local communities and preserves the environment while aiming to provide meaningful experiences to all who travel with us.
Role Overview: As our Head of CRM, you'll lead the strategic direction and execution of targeted, high-impact customer campaigns across email, SMS, and print. This role is instrumental in driving customer retention, repeat bookings, and brand engagement across our global adventure-loving audience.
Reporting to the Marketing Director, you’ll lead a team of 5 to deliver personalised and effective marketing communications that support repeat customer growth. You'll utilize customer insights, campaign data, and collaboration across marketing functions to enhance CRM impact and achieve strong commercial results.
What we’ll offer:
* Competitive base salary and performance-based bonus
* Hybrid working from our Surbiton office (2 days per week)
* Travel benefits and industry discounts
* 25 days annual leave + public holidays
Key Responsibilities:
1. Lead the CRM function for repeat customer marketing, managing a team of five and collaborating with central teams for support and resources.
2. Maintain and optimise the customer database, ensuring data quality, security, and accuracy, while identifying growth opportunities and risks.
3. Utilise customer data and insights from HubSpot and internal analytics tools to develop audience segments and inform campaign strategies that increase passenger volumes and support business objectives.
4. Develop and manage an annual calendar of campaigns across email, SMS, and print, tailoring content to segments and aligning with brand messaging.
5. Implement continuous testing and learning to refine campaign performance, using data-driven insights for timing, targeting, messaging, and channel optimization.
6. Manage the CRM marketing budget, making strategic investments to improve impact and meet financial targets.
7. Track and report on the commercial performance of repeat business across UK and North American markets, using dashboards and key metrics to guide strategy.
8. Deliver regular reports—weekly KPI updates, monthly impact reports, and quarterly budget reviews—to monitor effectiveness and inform adjustments.
9. Use tools like Catalyst and dashboards to provide actionable feedback, driving continuous improvement in campaign effectiveness and customer retention.
What you’ll bring:
* Experience in senior CRM or campaign marketing roles with team leadership responsibilities.
* Proven success in planning and executing multi-channel CRM campaigns.
* Strong analytical skills with experience in segmentation and performance reporting.
* Budget management experience and strategic decision-making based on data.
* Ability to brief creative teams and optimise messaging for engagement.
* Experience with CRM platforms (e.g., HubSpot) and working with analytics teams.
* A collaborative spirit, excellent communication skills, and a passion for travel.
Join us and help shape the future of adventure travel marketing—while inspiring the world to see more, do more, and give more back.
We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.
Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: Talent@Travelopia.com
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