Job Description

What you will be doing...
Our General Manager - CRM & Digital Trading will lead the strategic development and execution of CRM and Trading activities across Jet2.com and Jet2holidays. This role is pivotal in driving customer engagement, retention, and lifetime value through data-driven, personalised communications across email, direct mail, SMS and push, whilst working with Web and other Marketing and Commercial teams to maximise trading performance beyond traditional CRM. You'll be responsible for aligning CRM strategy with broader business goals, ensuring seamless customer journeys, and maximising ROI through marketing automation, cross-channel integration and ad hoc communications.
Please note this role will be offered as a 12 month Fixed Term Contract to cover Maternity Leave.
As our General Manager - CRM & Digital Trading, you'll have access to a wide range of benefits including:
Hybrid working (we're in the office 3 days per week)
Colleague discounts on Jet2.com flights and Jet2holidays packages
Car allowance
Generous bonus scheme
What you'll be doing:
Strategic Leadership

• Define and own the CRM strategy to maximise bookings, customer retention, reactivation and loyalty across all brands.
• Champion a data-first approach, leveraging the Customer Data Platform (CDP), segmentation, models, and actionable insights to drive campaign effectiveness. Lead the planning and delivery of lifecycle programmes, ensuring automation and personalisation are embedded throughout.
• Collaborate with web, advertising, performance marketing, product and revenue teams to optimise campaign and journey performance, delivering an omni-channel, consistently personalised experience.
• Collaborate with Loyalty team on development of strategy for myJet2 and driving loyalty through CRM activities.
• Provide strategic leadership as the Marketing Lead for Trading, partnering with commercial and marketing teams to shape, optimize, and execute high-impact trading strategies that drive revenue and deliver exceptional business performance.

Team & Stakeholder Management

• Lead a multi-disciplinary team including CRM strategic and technical managers and colleagues.
• Champion the role of CRM Marketing within marketing and the wider business, securing stakeholder buy in for cross functional delivery.
• Collaborate with various teams across the business including Creative Services, Revenue, and Loyalty teams to ensure cohesive execution and innovation.
• Fostering strong relationships with Senior Leadership team to inform Trading Plans and approach.
• Manage relationships with external suppliers including agencies, printers and ESPs.

Campaign Execution & Optimisation

• Oversee the development and deployment of CRM campaigns across email, SMS, direct mail, app, and web push channels.
• Implement a test-and-learn methodology to continuously improve campaign performance and customer engagement.
• Ensure all communications are GDPR-compliant and aligned with brand tone and values.
• Collaborate with Loyalty Team on Audience strategy to ensure performance is maximised across full range of channels

Reporting & Budget Management

• Own the CRM budget, ensuring efficient allocation and maximised ROI.
• Work with the Loyalty team to deliver reporting suites that inform strategy and performance tracking.

What you'll have:

• A data-driven marketeer with proven CRM/lifecycle marketing experience, using marketing automation platforms (e.g., Adobe) to deliver results-driven, compliant campaigns with a strong understanding of GDPR.
• Analytical and commercially minded, with excellent attention to detail and a passion for data-driven decision-making.
• An experienced leader of high-performing teams, with strong influencing and people skills and the ability to build effective relationships.
• An excellent communicator with strong presentation skills and confidence presenting to senior management.
• Highly organised, strong in planning, and adaptable, thriving in fast-moving environments.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!
#LI-Hybrid
Hours per Week
40 Hours
Salary
Excellent
Careers With Us
Commercial Teams
Careers Dept
Marketing
Careers Team
CRM, Customer Data, Research & Analysis

Skills Required