Summary
We are looking for a CRM & Market Development Section Manager to strengthen our marketing and customer engagement efforts. This role encompasses two important areas: (a) Customer Relationship Management (CRM) -- managing customer data, marketing automation, and lifecycle campaigns, delivering personalised communications that drive engagement and revenue; (b) Market Development working with tourism boards, airport partners, and other external organisations to design and execute joint promotions, secure co-funding, and expand partnership opportunities.
While this job description reflects the combined scope, we welcome applications from candidates who are strong in either CRM or Market Development. Depending on fit, this role can focus on one area, with the job grade adjusted accordingly.
Job Description
Customer Relationship Management (CRM)
- Develop and execute customer lifecycle campaigns across email, app, and other owned channels, across all markets
- Manage customer segmentation, personalisation and marketing automation to drive engagement and revenue
- Partner with IT, Business Intelligence (BI), and external vendors to ensure CRM systems and tools are optimised, scalable and integrated, with cost-efficient usage
- Work with IT and BI teams to ensure CRM platform stability, data accuracy, and build system enhancements
- Monitor campaign performance, develop reports, and share actionable insights to improve targeting, engagement and conversion
- Manage vendor relationships, setting clear expectations and holding them accountable
- Proactively integrate into the wider Marketing function, working with colleagues across Media, Brand & Social, Comms and Loyalty to strengthen alignment and collaboration
Market Development
- Build and strengthen partnerships with tourism organisations, airport authorities, and destination partners
- Develop joint marketing campaigns and co-funded promotions to drive inbound and outbound travel across all markets
- Expand the scope of cooperation with existing partners and identify new partnership opportunities
- Lead negotiations with partners, prepare proposals, and manage reporting on ROI for joint initiatives
- Align with finance and legal functions on co-funding agreements, compliance and partner contracts
Data Analysis & Reporting
- Monitor and analyse campaign performance across all channels and markets
- Prepare regular reports with insights and recommendations for optimisation
- Work with internal and external stakeholders to ensure accurate attribution, data integrity, and consistent reporting across markets
Collaboration & Continuous Improvement
- Work closely with in-market teams, agencies and creative functions to ensure localisation and alignment
- Keep updated with industry trends, new tools, and platform updates
- Recommend and implement improvements to enhance efficiency and results
Requirements
CRM:
- At least 5 years experience in CRM, partnership marketing, or related fields
- Hands-on CRM platform experience (e.g. Salesforce Marketing Cloud or equivalent) preferred
- Strong analytical and technical understanding of CRM systems, campaign workflows and customer data
- Ability to see the big picture and think strategically, translating commercial objectives into marketing strategies
Market Development
- Track record of managing joint marketing initiatives with B2B partners is a strong plus
- Excellent stakeholder management and negotiation skills, especially in securing co-funding and building long-term partnerships
- Strong communication skills (written and verbal), confident in presenting to partners and internal stakeholders
- Time management and project management skills, for campaign planning and managing many moving parts
Overall
- Experience in travel and hospitality industry is a plus
- Detail-oriented, proactive, able to work independently while managing multiple projects
- Collaborative mindset, always seeking to find win-win solutions
While this job description covers both CRM and Market Development, we welcome applications from candidates who specialise in either discipline. If you bring strong experience in key areas and motivation to grow, we'd love to hear from you.
