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7 months ago
Saga
Location: Redhill
Job type: Permanent
Category: Advertising Sales Jobs
Customer Marketing Manager

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Reference

* SAG02222

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Job Title

* Customer Marketing Manager

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Company

* Saga Travel & Holidays Ltd

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Location

* Redhill

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Closing Date

* 19/01/2018 22:59

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Job Description Summary

* This role ‘owns’ Titan’s customer marketing programme and is focused on creating intelligent, customer-driven marketing communications through all channels with a particular focus on digital automation and personalisation.
Reporting to the Marketing Director and a key part of the Senior Management Team within Marketing, this role will be focused on turning our traditional marketing model on its head, enabling us to send relevant and personalised marketing communications at the right moment, in the right channel, with the right content to maximise conversions, long term engagement and value generation (‘return on customer’).
It will involve close liaison with the Product Marketing Manager and Creative Marketing Manager in order to deliver the ‘customer first’ transition.

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Requirements

* • ‘People focused’ leader who can motivate and develop their team to achieve both business and personal development goals
• Proven ability to plan and lead strategic revenue-generating marketing projects across both offline and online channels
• Focus on technology and innovation to drive both efficiency and effectiveness
• Omni-channel approach and willingness to challenge the status quo
• Highly commercially aware, with a broad understanding of all aspects of Titan’s product range, operations and business objectives
• Excellent understanding of the UK travel industry and key market dynamics

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Responsibilities

* • Exploit the Adobe Marketing Cloud to develop:
• Personalised web browsing based on customer key across multiple devices, including development of ‘personas’ for key customer/enquirer cohorts
• Automated email follow ups to increase conversion at key drop off points
• Feed of online data into the CRM system to inform future marketing selections in all channels
• Automated offline communications (e.g. personalised direct mail; anniversary messages)
• Drive the CRO programme to constantly seek ways to improve online conversion rates e.g. simplification of customer journey, greater engagement with customer, and monitoring of drop-off rates
• Develop a value segmentation for Titan and devise a strategy to increase value by increasing repeat bookers (e.g. FTB to STB), up-sell and cross-sell
• Develop a deep understanding of Titan customers’ online and offline needs through a programme of usability testing and research groups, using the outputs to challenge existing marketing and wider business practices
• Own and monitor online customer reviews (Reevoo; Facebook, other 3rd party sites), working with Customer Services and other customer-facing departments to ensure we deliver the best resolution possible for the customer and minimise any negative impact on the brand
• Manage and optimise the ‘My Titan’ customer portal which allows customers to manage their booking online and update their current interests in order to improve future targeting
• Own all digital change programmes for Titan to ensure customer-centric delivery
• Customer events - plan and oversee Titan’s national programme of customer ‘roadshows’ and events in order to drive up conversion from potential FTBs
• Working with the Product Marketing Manager and Creative Marketing Manager, continually seek ways to innovate Titan’s marketing programme to increase efficiency, effectiveness and customer engagement – see the world through our customers eyes in order to always exceed their expectations
• Deputise for the Marketing Director or other senior marketers at internal/external meetings where needed

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