CRM & Analytics Manager (f/m)

The CRM & Analytics Manager is responsible for shaping and driving Coral Travel Poland's overarching CRM strategy, ensuring alignment with business objectives across customer retention, acquisition, loyalty management, campaign management, marketing automation, customer insights, and customer & sales analytics. This role combines strategic vision with hands-on execution to maximise customer value throughout the entire lifecycle. 

Key Responsibilities

•  Develop and drive the CRM strategy aligned with business objectives and long-term growth plans

• Analyze customer behavior and implement initiatives aimed at increasing retention, loyalty, and customer lifetime value across both B2B (travel agency partners) and B2C (end customers) segments

•   Support customer acquisition efforts through CRM data, customer insights, segmentation, and lead scoring models

• Map, analyze, and optimize customer journeys across both B2B and B2C touchpoints to improve customer experience and conversion

• Manage and develop the customer loyalty program, including segmentation, rewards, and performance monitoring

• Plan, execute, and optimize data-driven marketing campaigns across relevant customer segments and channels

• Design, implement, and continuously improve marketing automation workflows and customer communication journeys

• Deliver customer insights, customer segmentation analyses, and strategic recommendations to support business decision-making

• Develop reporting frameworks, dashboards, and analytical solutions to monitor sales, customer, and campaign performance

• Ensure CRM data quality and governance through data management standards, cleansing processes, and continuous improvement initiatives

• Ensure CRM activities and customer data processing comply with GDPR and applicable data privacy regulations.

• Collaborate closely with Marketing, Sales, E-commerce, Customer Service, travel agency partners, and HQ teams to successfully deliver CRM and analytics initiatives.

Qualifications & Requirements

• Bachelor's degree in Marketing, Business Administration, Statistics, Data Science or a related field 

• Advanced certifications in CRM, analytics, or marketing automation are a plus 

• Minimum 5 years of experience in CRM, customer analytics, or digital marketing, preferably within the travel, tourism, or retail sectors

• Polish – advanced; English – fluent

• Hands-on experience with campaign management and marketing automation tools

• Proven track record in managing B2C customer relationships

• Experience with GDPR compliance and data governance practices within a CRM environment

• BI & Analytics: Advanced proficiency in Power BI, Tableau, or similar tools 

• Marketing Automation: SalesManago or comparable platforms 

• Data Analysis: Working knowledge of SQL, advanced Excel/Google Sheets, statistical analysis 

• CRM Platforms: User-level experience with CRM systems (Bitrix24, Dynamics 365, Salesforce, or similar) 

• Reporting: Dashboard design, KPI definition, and performance reporting 

• Data Quality: Familiarity with data cleansing, deduplication, and enrichment techniques 

• Strong analytical thinking skills, with the ability to draw insights from data and translate them into actionable business recommendations.

• Excellent communication, organizational, and project management skills.

We offer

•  Stable employment based on a full-time employment contract and a competitive salary package

• The opportunity to work in a fast - growing international travel company, offering exciting professional challenges and development opportunities

• An international working environment with the opportunity to collaborate across markets and functions

• A comprehensive benefits package, including free parking, a monthly lunch card allowance (450 pln), MyBenefit platform/Multisport card, private medical care, group life insurance, holiday discounts and a complimentary honeymoon trip.