Company Established in 2007, Spabreaks.com made an immediate name within the travel sector and quickly became Europe’s leading Spa Travel Agency. Having opened with just 2 staff and 25 UK based venues we have been on a rollercoaster journey and have now grown to a team of 65, working with over 500 of the world’s leading spa hotels in the UK and Ireland. We send away over 6000 travellers each week, have won multiple industry awards, and we are just getting started What makes us unique? Our people. Our employees are the life of our business and by joining our team you will become part of the most talented, ambitious, passionate, collaborative and entrepreneurial team in travel as we continue to make huge waves in the market and develop Spabreaks.com into a household name in the travel industry. Requirements Purpose As the Retention Manager at Spabreaks.com, you will lead the development and execution of our customer retention strategy, focusing on loyalty program development, CRM strategy across its four pillars, and incentive optimisation. This role blends strategic vision with operational excellence to increase customer lifetime value and drive repeat purchase behaviour across all markets and segments. Responsibilities Lead and execute our customer retention strategy, focusing on enhancing brand loyalty and reducing churn rates across all market segments Oversee the current loyalty program structure, including the development of targeted retention offers based on customer value and behaviour Own and develop our four-pillar CRM strategy, including data structure, automation, campaign communications, and measurement frameworks Manage the launch and implementation of our Rewards 2.0 loyalty programme, designed to drive increased customer repeat rates Launch & manage our incentive/referral program, including designing and optimising targeted incentive strategies and promotional campaigns based on customer behaviour and value segmentation. Develop data-driven promotional campaigns based on customer behaviour patterns Lead and develop the CRM Executive, providing guidance and support for their professional growth Establish and monitor ROI measurement frameworks for all retention initiatives, including incentive programmes and loyalty mechanics Monitor and analyse customer behaviour patterns to identify opportunities for growth and programme improvements Monitor and report on retention KPIs and program effectiveness utilising in channel reporting & external channel dashboards (e.g. GA4 & Tableau) Skills Experience in retention marketing or CRM management Proven track record in developing and executing retention strategies Experience with Emarsys and Talon.One is beneficial Strong experience in loyalty program development and management Deep understanding of CRM best practices and marketing automation Experience in building and optimising incentive programs. Strong analytical skills with ability to build and maintain reporting frameworks Experience managing and developing team members Excellent stakeholder management abilities Previous experience with marketplaces and the travel industry is beneficial. Ability to effectively report on & visualise data to various stakeholder Benefits Hybrid working - attend Brighton office 3 days a week, work from home 2 days a week Familiarisation trips within the UK Regular company social events Standard pension scheme Corporate gym discount and health club allowance Local discount scheme Path to wellness scheme including free yoga, chair massages and lunchtime seminars with industry experts Employee Assistance Programme