Hybrid | Burton upon Trent (Minimum 2 days per week in Head Office)
Up to £55,000 DOE
Managing a team of 3
Riviera Travel is a leader in creating exceptional travel experiences, known for its high-quality escorted tours, river cruises, and solo holidays. With a strong heritage and a passion for detail, every journey is carefully designed to deliver memorable moments from start to finish. Joining Riviera means being part of a collaborative and people focused business where your work directly contributes to bringing unforgettable experiences to life for customers across the UK and beyond.
At Riviera Travel, we're entering an exciting new phase of growth and transformation, and we're looking for an ambitious CRM Manager to help shape the future of our customer communications. This is not a traditional CRM role focused solely on business-as-usual campaign delivery. We're looking for someone who loves building, launching and improving. Someone who can spot opportunities, bring new ideas to life and drive meaningful change across our CRM channels.
About the Role
Reporting to the Senior CRM Manager, you'll lead a team of CRM professionals while taking ownership of strategic CRM initiatives across email and direct mail channels. You'll play a key role in driving customer engagement, retention and commercial performance across our UK, Ireland and growing US markets.
This is a newly created position to support continued business growth, giving you the opportunity to make a genuine impact from day one. You'll work on transformational projects, help develop new customer journeys and support major CRM initiatives that have not previously existed within the business.
What You’ll Be Doing
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Lead on the planning and delivery of various strategic initiatives across CRM channels, cultivating and delivering roadmaps of customer lifecycle journeys and optimisations
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Agree and establish KPIs for activations by forecasting and prioritising effectively. You’ll monitor performance to drive measurable improvements across database growth, engagement, retention and opt-out rates
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Provide regular reports and updates to stakeholders and be able to demonstrate how performance relates to wider business goals
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You’ll ensure all results/ learnings are turned into practical actions that refine and strengthen future activity
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Ensure well-scheduled and well-organised delivery of projects to time.
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Establish and implement new CRM programmes across the US consumer market, driving towards market growth and supporting customer nurture
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Forecast, plan and deliver key Direct Mail strategic initiatives.
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Manage the Direct Mail marketing budget and ensure all buying is optimised for ROI and quality
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Build and manage customer lifecycle strategies to drive additional bookings
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Leverage customer data to improve enquirer conversion through optimised journeys and new initiatives
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Utilise AI tools to enhance personalisation and automation
What Were Looking For:
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Proven experience in planning, building and evaluating CRM programmes
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A strong understanding of customer and data-driven marketing principles
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Commercial acumen and creative CRM expertise
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Excellent communication and stakeholder management skills
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Experience in building and managing relationships with a diverse range of senior stakeholder
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Ability to work effectively under pressure, capable of managing multiple projects simultaneously in a fast-paced and agile environment
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Highly organised and experienced in planning and delivering campaigns/activations to agreed objectives within a set timeframe
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Analytical mindset and attention to detail
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Inspirational leadership and team development experience
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A proactive problem-solver, comfortable navigating ambiguity, seeking solutions independently, and viewing challenges as opportunities. Self-motivated with a passion for results
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Deeply customer-focused, with a passion for delivering the right message at the right time and in the right way, to enhance the overall customer experience
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Experience with Adestra or similar ESPs
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Understanding of GDPR and marcoms compliance
How We’ll Take Care of You: We believe in rewarding our team with great benefits and opportunities for growth
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Competitive salary - Up to £55,000 (DOE)
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Annual company bonus 10%
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Hybrid working – flexibility to work from home and the office
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27 days holiday + bank holidays (with holiday buy and flexible bank holidays)
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Staff travel discounts – Up to 60% discount on Riviera Travel with options for family & friends
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Career development – access to Learnerbly and clear career pathways
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Employee discounts – on our award-winning holidays for you, friends, and family
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Wellbeing support – Employee Assistance Programme, virtual dentist
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Perks & savings – Benefit Hub discounts, gym membership, cycle-to-work scheme
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Financial security – pension scheme and life assurance
Why Join Riviera Travel?
This is a fantastic opportunity to join a business with ambitious growth plans where you can genuinely shape CRM strategy and capability.
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Own high-profile strategic projects
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Lead transformational CRM initiatives
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Influence senior stakeholders across the business
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Support international growth and expansion
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Develop and grow an established CRM team
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Introduce new ideas, technologies and customer experiences
Most importantly, you'll join a team looking for someone who doesn't just maintain the status quo but is excited by the opportunity to build something new.
