Job Description

We are seeking a CRM Product Manager to lead the strategy, integration, and ongoing optimisation of our CRM platforms, primarily across Salesforce Marketing Cloud and Sales Cloud. This role is a key addition to the Digital team, focused on designing and delivering seamless lifecycle journeys across acquisition, engagement, and rebooking touchpoints.

The CRM Product Manager will be responsible for shaping our CRM capability roadmap, managing the product backlog, and collaborating with stakeholders across Digital, Commercial, CRM, and Technology. This role requires a blend of product thinking, platform knowledge, and a data-led approach to driving customer value

Key Responsibilities:

Define, prioritise and manage the CRM product roadmap across Salesforce Sales Cloud, Marketing Cloud, and loyalty integration touchpoints.

Gather requirements from internal stakeholders across Commercial, CRM, and Digital teams to shape prioritised backlog.

Work closely with Marketing and Loyalty teams to deliver customer segmentation, lifecycle journeys, and campaign enablement tools.

Act as product lead for CRM capability enhancements, overseeing platform integration work with Salesforce engineering partners.

Monitor CRM campaign performance and develop KPIs to assess impact on retention and rebooking.

Collaborate with CRM and analytics/data teams to implement and validate Salesforce event tracking in GA4 and other analytics platforms.

Champion guest data quality and customer experience across all CRM touchpoints.

Maintain clear documentation, workflows, and CRM process definitions via Confluence or similar systems.

Contribute to data privacy, consent management, and regulatory compliance initiatives in collaboration with Legal and InfoSec.

5+ years of experience in product management or Salesforce-focused CRM roles.

Hands-on familiarity with Salesforce Marketing Cloud and Sales Cloud; experience working with CRM teams and email marketing operations.

Strong understanding of digital lifecycle journeys, guest segmentation, and campaign metrics.

Proven experience delivering end-to-end CRM features, from requirements gathering through QA and deployment

Experience working with Salesforce developers and third-party integration partners.

Background in Agile delivery with strong prioritisation and backlog management skills.

Comfortable working across cross-functional teams (UX, Engineering, Data, Commercial, CRM).

Personal Attributes/Behavioral Competencies

Strong communication and stakeholder engagement skills across technical and commercial teams.

Analytical mindset with a passion for user insight, journey optimisation, and performance tracking.

Highly organised, with the ability to manage competing priorities in a fast-paced, delivery-focused environment.

Collaborative and solution-oriented, with a proactive mindset and ownership mentality.

Excited to contribute to a growing team and shape HX's CRM maturity as part of a digital transformation programme.

About HX

Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world's first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.

For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.

We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galapagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.

Our ambition is strong and lofty - we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.

As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.

One thing you'll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world's very best expedition cruise operator.

Job Types: Full-time, Permanent

Pay: 70,000.00-75,000.00 per year

Benefits:

Casual dress Company events Company pension Employee discount Free or subsidised travel Gym membership Health & wellbeing programme Life insurance Private medical insurance Referral programme Sick pay Work from home
Schedule:

Day shift Monday to Friday
Application question(s):

When can you start?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London N1 9JY