Senior Customer Marketing Manager

Sunsail and The Moorings are 2 incredible brands offering customers unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and power yacht charters, we offer our customers a 5* service. Operating across the globe, we’re passionate about being the very best and pride ourselves on providing unforgettable holidays that truly last a lifetime. With over 50 years of experience, we are the industry leaders in yacht charter.

The secret to our success within the yacht industry lies in our exceptional teams; we’re united by the same mission: to have fun while creating extraordinary experiences on the water.

We are proud to be part of the Travelopia group, the world's largest collection of specialist travel brands. Travelopia is at the forefront of global travel for those wanting something distinctive and adventurous.

We are seeking an accomplished Senior Customer Marketing Manager to lead our repeat booking strategy and planning globally. This role will report directly to the Vice President of Marketing.

Working with us:

• Competitive salary plus annual bonus program
• Various employee discounts and offers
• Career progression opportunities
• Birthdays off, Employee Group Travel benefits and retail discounts, Cycle to work scheme
• Health insurance, private medical insurance, and dental plans

What you will be doing:

• Develop effective repeat booking strategies to increase customer lifetime value: Apply data-driven insights to find opportunities for growing repeat bookings, particularly by understanding customer preferences and behaviour. This includes using segmentation and personalization techniques to deliver tailored and timely communication that resonates with different customer segments.
• Enhance automations and workflow usage in customer communications, defining the use of triggered and automated email activities with personalised content as well as segmented and broadcast email activity, combining this with direct-mail to maximise reach and impact.
• Craft the content to deploy a combination of rich lifestyle content; product content and discount tactics to drive repeat bookings as well as build brand quality perceptions.
• Own the development of multi-channel communication plans: Create and own the contact plan, to define the messages to each customer, with clearly defined plans for each global territory. Offer support in implementing plans, using compelling content and automations to prompt repeat bookings. Plan and deploy direct mail plans. Work with the creative team to produce high impact content and assets that resonate with customers prompting them to book and strengthening brand affinity, also using your own copywriting skills to advise your direct reports and further enhance impact. Provide support in order to build an always-on test-measure-learn plan to drive continuous improvement. Build on existing reporting to give view of the impact of repeat marketing activity from open rate, right up to response rate, bookings and return on investment.
• Bring strategic direction, thought leadership & momentum to your team & plans: You’ll develop your team, building their skills and behaviour to help them grow and succeed. You’ll facilitate clear end-to-end thinking across repeats, web, creative and customer experience in each of our markets, as well as role-modelling collaboration, alignment and accountability.

What we are looking for:

• Previous examples of high-impact strategy development for repeat or retention marketing plans, especially contact plans, and continuous improvement approach.
• Familiarity with direct mail campaign management and integration with digital channels.
• Exceptional leadership and team management skills, with the ability to influence and collaborate efficiently across all levels of the organisation, appetite to take personal responsibility and a habit of adopting a growth mindset.
• Strong understanding of customer insights; segmentation & database analysis.
• Experience with US & UK markets (France and Germany also advantageous).
• Skilled with automation, personalised content; customer journeys workflows & email management platforms, ideally HubSpot.
• Strong copywriting skills.
• Knowledge of web analytical tools e.g. Google Analytics, call supervising e.g. Infinity and Talkdesk with Automation / workflows.
• Bachelor's degree or equivalent experience.
• Interest in sailing and experience working in travel or hospitality is a plus.

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. Information received will be handled with the utmost discretion. To request accommodations, please contact our team at Talent@Travelopia.com.

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