Summary: The CRM Specialist role is a maternity cover position focused on enhancing customer engagement and driving business growth through effective leads management strategies and segmentation. The specialist will collaborate with marketing and contact center teams to execute direct marketing campaigns primarily for the UK and Ireland, while also covering other markets such as Scandinavia and Australia. Key responsibilities include managing data for targeted campaigns, optimizing automation, and analyzing campaign performance to refine lead generation tactics. Candidates should have a degree in Marketing or a related field, along with 5 years of experience in Direct Marketing or CRM. Proficiency in CRM software and a background in the travel industry are preferred, alongside strong analytical and communication skills.
Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
The CRM Specialist is responsible for leads management strategies and segmentation to enhance customer engagement & repeat rates, generate leads and drive business growth. They will closely collaborate with the corporate and local Marketing & Contact Centre teams on the planning and execution of the direct marketing & outbound campaigns with the main focus initially being for the UK & Ireland market but will also include other markets including Scandinavia & Australia.
Your Impact
- Direct Marketing Campaigns
- Data management – segmenting audiences so marketing can create targeted campaigns
- Optimise automation & nurturing campaigns
- Work with the local marketing teams to plan strategic and tactical email campaigns including newsletters and loyalty club and nurturing campaigns to increase engagement
- Plan and brief What’s App and sms campaigns.
- Brief the markets on content/offers required for the campaigns; tailored to segmented audiences
- Analyse campaign performance and generate detailed reports on effectiveness & ROI
- Use reporting & AB testing to refine future lead generation tactics
- Manage e-coupon campaigns and ensure timely execution and follow-up
- Identify gaps and optimise touchpoints to ensure lead data is clean
- Leads Management
- Design and implement plan for lead activation and nurturing
- Monitor leads acquisition processes and optimise strategies for maximum performance
- Conduct detailed analysis and forecasting of leads performance
- Ensure high data quality and integrity across all marketing platforms and databases
- Work closely with Contact Centre team to maximise all opportunities
- Brief the contact centre and set up any promotions to help convert sales
Your Journey so far
- Degree or relevant qualification in Marketing, Business, Economics or a related field (preferred)
- 5 years experience in Direct Marketing/ CRM/Database Management
- Proficiency in CRM software. (Adobe Journey Optimiser (AJO)/Sales Force/Qlicksense)
- Experience in the travel industry is a strong advantage, especially in a sales/marketing environment
- Track record of successful email campaigns and CRM management
- Effective prioritisation and time management skills
- Ability to work efficiently and communicate with different departments
- Strong analytical mindset and skills with performance analytic tools
- Excellent interpersonal, written and presentation skills
Your Essentials
- Full Right to Work in the UK required
- Fluent in written and spoken English, any additional language is an advantage
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary?
Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
