Head of CRM

We're looking for a strategic CRM leader to transform how we connect with our 20+ million customers. In this role, you'll drive our customer engagement strategy across Markets & Airlines, leading the evolution towards automated, personalised communications that deliver real business impact.

About our offer

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

About the job

• You'll shape and deliver our CRM strategy, creating a comprehensive 3-year roadmap that aligns with business objectives and drives customer lifetime value across all our markets.
• Leading large-scale campaign execution is at the heart of this role, where you'll oversee programmes that reach millions of customers and generate significant revenue impact.
• We need you to champion the transformation towards automation and personalisation, working alongside data science teams to implement AI-driven communications that truly resonate with our customers.
• You'll guide the development of compelling content and creative assets, ensuring every communication strengthens our brand and drives meaningful engagement.
• Collaborating with technology teams, you'll define platform requirements and prioritise developments that enhance our CRM capabilities and integration across systems.
• Building robust measurement frameworks will be key, as you'll track performance, demonstrate ROI, and identify opportunities that continuously improve our customer communications.

About you

• You bring proven experience in CRM and direct marketing, with a track record of developing strategies that deliver measurable business results at scale across multiple markets or regions.
• Your leadership capabilities shine through along with your experience of building and developing high-performing teams who innovate and execute with excellence.
• We're looking for someone with deep knowledge of CRM platforms, marketing automation technologies, and customer lifecycle marketing techniques.
• Your analytical mindset allows you to derive actionable insights from complex data, while your stakeholder management skills help you build strong partnerships, enabling you to successfully deliver in a global, matrix environment.
• Experience managing multi-channel campaigns across different markets would be valuable, particularly if you've worked in travel, hospitality, or e-commerce environments.
• Understanding of data science and AI applications in marketing would strengthen your ability to drive our personalisation agenda forward.