Salary: Up to £40,000 per annum Contract: 12 Month Fixed Term Contract – Maternity Cover Work Days & Hours : Monday to Friday, 37.5 hours per week Working Policy : Flexible hybrid-working policy, with a minimum of two days a week from our Chester head office Team : Marketing Reports to : Marketing Director About Us The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand. We unite under four core company values that serve as the foundation of everything we do: Being One Team, Owning It, Communicating Honestly. Learning, Growing, and Innovating. These values ensure we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike. About the CRM Manager Role We are looking for our next talented CRM Manager, eager to hit the ground running. You will be responsible for owning aspects of the CRM strategy for potential new owners, existing owners and our holidaymakers. You will champion the customer within the immediate team and wider business and be focused on driving customer value through the end-to-end customer journey. Your team will be the starting point and driver of all customer campaigns and automations, working with the key stakeholders, within and outside of the CRM team, to ensure the right input, at the right stage. You will be responsible for creating processes to ensure quality control, and for dynamically managing priorities to always ensure the team is aligned with the business commercials. You will also be responsible for reporting and responding to the results picture at a trading level. Your Responsibilities: Managing the Owner CRM marketing budget and resource, ensuring the CRM channel hits target lead volumes working alongside the Commercial Finance Team Oversee the deployment of key campaigns to increase conversion at certain points of the owner lifecycle journey, as well as the customer booking journey, improving and optimizing campaigns using evidence-based performance monitoring Be technically minded to efficiently plan campaigns and automations at scale, improving efficiencies within the team Manage important relationships with third parties to support lead targets and the delivery of direct mail campaigns Championing the customer – utilising data, profiling and segmentation and other research methodologies to ensure deep understanding of our customers Planning the high level, end to end, customer engagement strategy Developing value segment strategies to maximise ROI – through ongoing test and learn to refine segment performance Overseeing the design of targeted cross-channel communications, that nudge and change customer behaviour in line with business and marketing objectives Organising and focusing the team to always align with the business priorities. Essential Experience: Experience of working with CRM platforms and/or Email Service Providers Experience of overseeing the delivery and creation of multi-channel marketing campaigns (including but not restricted to email, direct mail, SMS, telemarketing) Collaborate effectively with our Data and Analytics Team, interrogating data to understand more about our customers and property owners, and optimise campaigns to drive conversion Monitor campaigns to drive results, implementing a thorough test and learn plan Excellent stakeholder management, including at senior level Excellent numerical and analytical skills Confident interpreting and acting upon complex marketing data to create reports, convey meaningful and useful commercial information and make recommendations through both written and verbal reports/presentations Excellent Excel skills Experience of people management, coaching and development Ability to innovate and problem solve Experience of budget planning and cost management Good knowledge of PECR and GDPR regulations. Forge Holiday Groups Company Benefits Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program 33 days of annual leave bank holidays, up to 5 extra days with long service A day off to celebrate your Birthday Two paid Volunteering Days off annually One of only 1000 BCORP-certified companies in the UK Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay) Exclusive discounts on stays for you, family and friends Discounts and offers with a focus on your overall wellbeing Health Cash Plan starting April 2025 Training & Development programs to set you up for success 24/7 mental health support and initiatives Access to the gym at our Chester HQ Free parking at our Chester HQ Employee Savings Scheme transferring directly from your salary Long Service Awards Hybrid working for selected roles. Diversity and Inclusion: We encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help. Apply now to be a part of our inclusive and supportive work environment, where you'll find excellent opportunities for career progression and personal development