Data & CRM Manager

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

Sustainability has always been at the heart of what we do, as has the ethos of continual improvement. A trusted brand – B Corp certified and a Feefo Platinum Service Award holder, we pride ourselves on doing the right thing, by our people, our customers, and the planet. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £40,000 - £45,000 p.a.

About the role:

You’ll help create unforgettable adventures by using customer insight to make every communication more relevant, timely and personal. You’ll lead Explore’s CRM and email strategy, turning customer data into meaningful journeys that improve engagement, loyalty, retention and lifetime value.

Working closely with the Data & CRM Executive and teams across Marketing, BI, IT and Customer Services, you will manage Explore’s global customer database and champion new ideas that improve both the customer experience and commercial performance. You’ll also safeguard the integrity, accuracy and compliant use of customer data while helping the business strengthen its CRM capability.

• Lead Explore’s CRM and customer data strategy, moving from transactional communications towards behavioural profiling, automation and personalisation.

• Own and optimise Microsoft Dynamics and its integrations, safeguarding customer data while identifying opportunities for future development and investment.

• Lead the planning, delivery and performance of email marketing, including brand campaigns and automated pre- and post-booking journeys.

• Manage and develop the Data & CRM Executive, working with Content to deliver relevant communications to the right customer segments.

• Grow the customer database and increase lifetime value through effective data capture, segmentation, cross-sell, upsell, loyalty and churn strategies.

• Develop customer journeys and contact strategies across direct customers, agents, prospects and lapsed customers, supporting an effective omnichannel approach.

• Use campaign performance, customer insight and market research to identify growth opportunities and continuously improve marketing strategies and communications.

• Act as Explore’s Data Champion, ensuring customer data is captured, stored and used compliantly, including oversight of DPIAs, DPAs, ROPA and supplier requirements.

• Collaborate with Marketing, IT, Customer Services, BI and teams across the wider group to Unify the data ecosystem, improve data flows, insight, efficiency and customer experience.

• Manage competing priorities and influence stakeholders to deliver CRM and data initiatives effectively.

Am I the right person?  We are looking for your application to demonstrate:

• You’ll be curious, commercially minded and customer-focused, with a genuine enthusiasm for using data to improve experiences and results.

• You’ll be comfortable turning complex information into a clear story and bringing colleagues with you.

• Practical experience managing and delivering CRM programmes.

• Experience working with Microsoft Dynamics CRM platform and personalisation tools such as Fresh Relevance or Dot Digital.

• A solid understanding of the customer lifecycle, segmentation, personalisation and automated journeys.

• In-depth knowledge of GDPR, data protection legislation and responsible data management, with the ability to champion compliance and embed best practice across the business.

• Strong analytical skills, with the ability to spot patterns, anomalies and opportunities in complex data.

• A commercially driven and results-focused approach, balanced with a strong customer mindset.

• Confident, clear communication skills and the ability to build effective collaboration across teams.

• Experience managing people and suppliers.

• Strong organisation and prioritisation skills, with the ability to manage several workstreams at once.

• A proactive, enthusiastic approach, excellent attention to detail and the confidence to suggest improvements.

• Travel industry experience would be helpful, but it is not essential.

We aim to be better than yesterday and our values will be close to your heart.

We're committed to creating diverse and inclusive experiences for customers and colleagues alike. We believe that diversity is to be celebrated; life would be dreary and change would be slow if we all thought the same way. Diversity and travel go hand in hand, and we thrive on creating connection and sharing authentic local experiences across the globe with likeminded customers from all walks of life, ranging from age 7 to 90+. We encourage you to apply for any role you think your skills are a great fit for, and if you need any extra advice or adjustments to our hiring processes, please drop us a message within your application.