Customer Engagement & Data Manager










Customer Engagment & Data Manager



The candidate needs to combine experience and understanding of web behaviour, customer types, email/SMS marketing and remarketing. The role will encompass loyalty, customer reviews and the customer engagement model project. Someone with practical experience of CRM systems and databases would be useful, great communication skills and the ability to take ownership of projects and see them through to completion is essential. The post holder will be innovative and will actively seek new initiatives for adoption to enhance customer’s journey with us. The role encompasses initiatives such the customer engagement model, segmentation of databases (where relevant to each market) and single sign on. There will also be some responsibility with you to keep up with current legislation to ensure compliance with data

Role description:

  • Responsible for managing databases, includes cleansing, appending, list purchase

  • Work with Retention Specialists to segment databases across all locations

  • Responsible for all data capture including utilising tools such as Sleeknote and organizing capture at events/activity at port

  • Responsible for My Page/Single Sign on

  • Responsible for embedding customer engagement model across markets

  • Responsible for loyalty initiatives across the business

  • Support marketing functions as and when required across markets

  • Develop strategy & implement plan for enhancing customer review scores

  • Support Head of to roll out and enhance customer engagement model

  • Work collaboratively with colleagues in Digital functions to ensure effective digital retention and CRM tooling and technology

  • Support wider marketing team and provide local marketing support where necessary for the marketing functional heads including local team leadership and HR and recruitment activity.

  • Provide leadership if relevant to the cross functional team based in relevant location

  • Provide language and cultural support across passenger marketing team

  • Please state spoken and written language skills in your covering letter


Profile: Skills, experience, education (use bullets)

  • Skilled marketing professional with 5+ years’ extensive experience in CRM and database management

  • Experience of multiple language digital marketing activity across email, SMS and CRM activity

  • Profound knowledge of digital retention marketing channels and CRM systems

  • Experience of data analysis and loyalty activity desirable

  • Excellent communication skills

  • Practical experience of database management

  • Marketing, Digital or Business degree or professional marketing qualification desirable

Key Performance Indicators

  • Route and territory performance

  • Repeat purchase levels

  • Dialogue channel performance