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Customer Relationship Management (CRM) Executive

To apply for this role please email your CV and cover letter to

Job Title: Customer Relationship Management Executive

Department: Sales & Marketing

Location: Brighton

Travel Factors: Occasional travel to agency meetings

Reports to: Digital Marketing Manager

Direct Reports: None

Key Interfaces with: Ecommerce Executive, Head of Sales, Head of Digital, Content Managers, Marketing agencies, Sales, Trading.

Job role summary

Playing a vital role within the marketing team, the focus for the CRM Executive will be to optimise email communications to engage customers and drive bookings.

Key responsibilities and tasks

Email Marketing

Working with the DMM to ensure timely delivery of all targeted email campaigns (weekly and adhoc)

Maintaining an email campaign planner across all Neilson products

Working with the DMM in the development and delivery of Neilson’s email marketing strategy

Liaising with in-house design and content teams on the look and feel of email briefs, ensuring industry best practice is followed at all times

Implementation and management of dynamically populated, automated email campaigns

Implementation of robust testing plans to optimise dynamic content, subject lines, deployment times and promotional offers

Maximising email campaign performance and customer engagement through continual review and improvement

Conducting regular industry research and monitor competitor activity


Customer Relationship Management (CRM):

Working with the DMM and sales teams to plan and deliver CRM campaigns across all Neilson products to encourage customer acquisition, retention and loyalty

Working with the DMM and sales teams to implement tactical customer lifecycle marketing campaigns

Ensuring the customer database is segmented effectively for targeted marketing activities

Conducting regular customer segmentation analysis

Providing proactive recommendations for automated and event triggered communications

Working with and acting as lead contact between the Neilson Marketing Team and the CRM supplier


Delivering weekly and monthly reporting on all email campaign KPIs (opens, clicks etc) 

Produce and present post-campaign analysis reports demonstrating ROI and recommendations for further improvements

Leadership, management, personal skills or qualities

Strong communicator – written, verbal and presentation

Ability to manage multiple key tasks at any time

Results oriented and articulate

Strong attention to detail and consistency

Individual with a proven ability to interpret, review and direct change

Commercially astute

Numerate with good attention to detail


Technical skills or knowledge


Previous experience in working with databases, data analysis, segmentation and email marketing platforms.

Good understanding of HTML


Previous experience of using Google Analytics for campaign tracking and reporting, and Adobe Creative suite

Knowledge of the activity holiday market an advantage

Experience & track record


A minimum of two to three years' relevant digital marketing experience


Previous travel industry experience

Qualifications, training, professional memberships or accreditations




CIM/IDM qualification useful