Head of CRM
Our client is a distinctive and long-established player in the travel and leisure space, known for its highly loyal customer base and thoughtfully curated experiences. Backed by a major publicly traded group, the business is currently undergoing a significant digital transformation and delivering strong, profitable growth on revenues.
This is a pivotal leadership role at the centre of a major growth agenda. Reporting directly to the Chief Marketing Officer, you will have a clear mandate to build a modern, data-led, and scalable CRM function from the ground up.
The Opportunity
You will own the end-to-end customer lifecycle strategy, from initial prospecting through to post-travel engagement and repeat bookings. This is both a transformation role and an operational leadership position.
Key Responsibilities:
* Define and lead the end-to-end lifecycle strategy across all customer journey stages.
* Translate commercial objectives into programs supporting acquisition, conversion, retention, and loyalty.
* Drive customer lifetime value through improved repeat booking frequency and upsell.
* Lead the evolution of an established loyalty program, strengthening its proposition and impact.
* Act as the business owner for customer data infrastructure, including CRM, ESP, and MarTech strategy.
* Define and implement personalization strategies using data, dynamic content, and AI-enabled approaches.
* Build and lead a high-performing CRM and lifecycle marketing team.
About You
You are an experienced CRM or lifecycle marketing leader with a track record of driving value within complex, multi-stage customer journeys. You understand how to translate customer data into commercial outcomes and are confident influencing at the executive level.
Requirements:
* Significant leadership background in CXM, CRM, or lifecycle marketing.
* Proven ability to deliver measurable improvements in retention, loyalty, and lifetime value.
* Deep understanding of CRM platforms, customer data, and MarTech ecosystems.
* Experience in complex, experience-led, or high-consideration sectors such as travel or retail is preferred.
Location: Hybrid basis, with two days per week in Ipswich, alongside time in London as required.
To Apply
This search is being managed exclusively by Fortune Hill. To discuss this confidential brief further, please apply with your CV.