Job Description

CRM Executive - Saga Travel
Salary up to 32,000
Permanent
FT - 35 hours per week
Hybrid - 3 days in the office & 2 Home
London King's Cross or Folkestone, Kent
The Saga Travel Marketing Team is looking for an ambitious, customer-centric and results-driven CRM Executive to join their dynamic CRM team. Situated in a growing area of Saga Travel across our Holidays and Cruises products, contributing to driving revenue growth, improving customer engagement, and enhancing the overall customer journey through insight-led decision-making and innovative ideas.
As one of our CRM Executives, you'll play a key part in driving our email and direct mail activity across acquisition and retention marketing.
Saga as a group is transitioning to a data-driven approach utilising Lifetime Value, Intent, and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer-led opposed to channel execution focused.
You'll be working closely with the CRM Manager to develop and deliver the Email and DM calendar across the year to drive stronger relationships with customers, uncovering and extracting potential value to deliver against our strategic business objectives.
Role Responsibility
As the CRM Executive for Saga Travel, your key responsibilities will be to;

• Deliver personalised, relevant and timely communications to our customers.
• Work closely with the wider marketing team to plan the CRM calendar across the year, working collaboratively to focus on season launches and wider marketing campaigns.
• Work closely with the studio and email developers to plan, build, and test new and creative templates.
• Monitor and report on deliverability and campaign outcomes.
• Manage the weekly performance reporting of email and DM to key stakeholders.
• Work closely with the data planning manager to segment our database to ensure more personalised and relevant communications.
• Create and manage workflows in Adobe Campaign.
• Support the CRM Manager to plan, implement and report on the CRM test and learn strategy.
• Work closely with our mailing house to ensure all DM activity is booked in, data is delivered, and proofs are signed off and ready for posting.
• Work closely with the CRM manager to plan and deliver omnichannel journeys utilising customer data-based segmentation and models.
• Explore the customer data set and harnessing insight, you will develop campaign strategies that extract value from the existing database.
• Create the optimum CRM approach across email and DM, removing the default and siloed approach to segmentation, whilst also working with the Digital team to utilise website and paid digital channels as appropriate.

The Ideal Candidate

• Have gained experience in data-led CRM segmentation and application to customer journeys.
• User experience with omnichannel marketing platforms.
• Experience in omni-channel planning and delivery.
• Experience of Test & Learn application with proven results on performance.
• Experience in email and DM channel delivery and optimisation.
• Have the ability to leverage customer insight, technology trends, and commercial context to inform activity.
• Strong growth and performance mentality, innovating and exploring new opportunities beyond the default approach.
• Career experience in a consumer-facing organisation.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We're one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.
We're committed to making sure that colleagues can be their best, be themselves and make a difference - more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK's Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we've built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We're also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.
Your application will have fair consideration, and you'll receive personal communication throughout your applicant journey when you apply to join Saga.
For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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Skills Required