CRM & Loyalty Specialist

Job description

**Tech that takes you places** We’re CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let’s go places together. As part of this role you will be responsible for delivering high-impact CRM and loyalty campaigns for strategic partner accounts or brands within a Trading Squad, driving customer engagement, loyalty and commercial outcomes. You will ensure campaign excellence and execution at scale, using data-driven insights, testing and marketing best practices to improve customer engagement, retention, loyalty and commercial outcomes. ### What you’ll do as a CRM Specialist ### Campaign Execution & Delivery - Act as the CRM & Loyalty SME within the Trading Squad, supporting partner commercial and customer objectives. - Own end-to-end delivery of CRM and loyalty campaigns across email, lifecycle and loyalty communications. - Execute campaigns using CRM platforms (e.g. Salesforce Marketing Cloud), CMS, widgets and partner marketing tools. - Ensure campaign quality and consistency across audience selection, customer journeys, landing pages, compliance and partner requirements. - Collaborate with Trading Squad Leads, Partner Managers and commercial stakeholders to deliver campaigns on time. ### CRM & Loyalty Data & Insights - Identify opportunities to grow partner revenue through CRM optimisation, segmentation, lifecycle marketing and personalisation. - Analyse campaign performance and loyalty data to optimise future activity. - Turn campaign insights into commercially focused recommendations. - Define, monitor and report on CRM & loyalty KPIs including engagement, retention, conversion and revenue. - Deliver regular performance reporting to internal squads and partners. ### Quality Assurance & Continuous Improvement - Conduct quality assurance across CRM and loyalty campaigns to ensure an excellent customer experience. - Act as the key liaison between partners and internal teams to align CRM, loyalty and commercial objectives. - Identify opportunities to improve campaign execution, processes and operational efficiency. - Champion CRM and loyalty best practice across lifecycle marketing and partner engagement. ### CRM & Loyalty Testing & Innovation - Support CRM and loyalty initiatives that improve engagement, retention and commercial performance. - Plan, execute and analyse A/B and multivariate testing programmes. - Identify opportunities to enhance loyalty propositions, automation and lifecycle journeys. - Collaborate with Revenue Enablement, BI, Marketing Technology and Commercial teams to scale successful initiatives. ### Stakeholder Collaboration & Communication - Build strong relationships with airline and travel partners as the CRM & Loyalty expert. - Understand partner loyalty programmes, customer strategies and commercial priorities. - Translate partner requirements into clear briefs for CRM, Campaign, Merchandising and Design teams. - Advise internal teams and partners on CRM, lifecycle marketing and loyalty best practices. - Partner with CRM, Loyalty, Revenue Enablement and Commercial teams to identify new opportunities. - Share industry trends, loyalty insights and CRM best practices across the business. ### Continuous Improvement & Knowledge Sharing - Improve CRM processes and partner integrations to enhance campaign delivery. - Identify and implement new CRM and loyalty capabilities that create partner value. - Share knowledge and best practices across the CRM team. - Mentor and support colleagues where appropriate. ### What you'll bring to the team ### Qualifications - Bachelor's degree in Marketing, Business, Digital Marketing, Commerce, Customer Experience or a related discipline, or equivalent professional experience. - Salesforce Marketing Cloud certifications are an advantage. - CRM, Loyalty Marketing or Digital Marketing certifications (e.g. CIM, Digital Marketing Institute) are desirable. - Fluent English. ### Experience - 3+ years' experience in CRM, Loyalty Marketing, Customer Lifecycle Marketing, Digital Marketing, E-commerce or Travel. - Proven experience delivering CRM and loyalty campaigns across email, lifecycle marketing and marketing automation platforms. - Hands-on experience using Salesforce Marketing Cloud and CMS platforms to execute, optimise and measure campaigns. - Strong track record of improving campaign performance through segmentation, personalisation, testing and data-driven optimisation. - Experience delivering against CRM, loyalty and commercial KPIs, including engagement, conversion, retention, ROI and incremental revenue. - Experience collaborating with cross-functional teams and stakeholders in a fast-paced commercial environment. - Strong analytical skills with experience in performance reporting, KPI tracking and translating insights into commercial recommendations