Senior CRM Manager

About Secret Escapes

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

We offer flexible working with core hours between 10 am to 4 pm, and you have the freedom to schedule the remaining hours to suit your routine. In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to 4 weeks each year! This benefit is designed both to feed our travel passion and support parents and carers, especially during school holidays.

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!).

As our Senior CRM Manager, you’ll be the architect of our member journey, taking full ownership of trigger and lifecycle campaigns from initial spark to final analysis. You’ll play a pivotal role in driving customer conversion and lifetime value, ensuring every piece of communication we send is as inspiring as the travel deals we offer. We are looking for a highly strategic and commercially-minded manager to join our team, focusing on the two biggest levers of our CRM engine: Personalisation and Conversion. Reporting to the Head of CRM, you will manage a team of two CRM Executives. 

The Role & What You’ll Do

• Own the Personalisation Roadmap: Lead our "Mass Personalisation" initiatives, specifically defining the strategy for "Personalisation Pods" and data-driven content within automated newsletters to drive engagement.

• Optimise the Conversion Engine: Own the full suite of conversion triggers (Abandoned Basket, Browse, Saved Search, Filter Follow, etc.), constantly testing and iterating to improve CVR and revenue.

• Orchestrate the Lifecycle: Architect end-to-end lifecycle programmes—from welcome journeys to churn prevention—to maximise long-term Customer Lifetime Value (LTV).

• Lead and Mentor: Line manage and develop two team members, fostering a high-performance, collaborative culture while providing technical and strategic guidance.

• Commercial Reporting: Own the narrative for your squad’s performance. You’ll review trigger performance weekly, provide detailed commentary to leadership, and manage quarterly OKR reporting.

• Channel Expansion: Drive the adoption of new channels including SMS, embedded messaging, and WhatsApp, ensuring a cohesive multi-channel experience.

• Stakeholder Diplomacy: Partner with Data Science, Supply, and Product teams to align the CRM roadmap with wider business priorities.

The Team 

You will be joining a talented, delivery-focused team that ensures we successfully create, deliver, and report on all our high-quality email and push marketing campaigns. We pride ourselves on being email experts, managing production for regular weekly sends as well as tactical campaigns that reach key brand and trading objectives. We are a collaborative group that values accuracy and data-driven insights.

You Will Bring:

• Fluency in English. 

• Proven CRM Expertise: Deep experience in CRM automation and journey orchestration, ideally within a high-growth or travel environment.

• Technical Savvy: You’ll be working within Iterable, Snowflake, and Tableau, translating technical possibilities into customer-facing strategies. Proficiency in building journeys in CRM platforms (Iterable is a plus). 

• International Experience: Managing CRM programmes across different European markets, using localisation to improve performance. 

• UX-First Mindset: You approach automated touchpoints with the member's experience in mind, ensuring technical setups translate into a seamless journey.

• Strategic Leadership: You are a strategic thinker who can translate big-picture goals into a structured project pipeline.

• Analytical Rigour: You are an expert in A/B testing and multivariate optimisation, with a focus on user-level data and incrementality.

• People Management: Experience managing direct reports and a passion for coaching and development.

• Communication: Ability to pair persuasive storytelling with data to win over cross-functional stakeholders.

And You Are…

• A Self-starter with an entrepreneurial mindset, able to both create and convert opportunities.

• Results-driven and open-minded, always looking for ways to improve performance.

• A proactive communicator, able to share findings clearly and pull stakeholders together behind a common goal.

• A collaborative professional who enjoys contributing to a positive team culture and working cross-functionally to achieve results.

We are an equal opportunity employer:

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.

We love building diverse teams and welcome applications from talent across the globe. However, for this specific position, we are unable to sponsor work permits in Poland. We strongly encourage you to apply if:

• You already hold the legal right to work in Poland.

• You are eligible to secure your own independent right to work (e.g. through a non employer sponsored visa or residence title)

If you need to explore independent visa routes, we recommend checking the official website of the Polish Office for Foreigners or your local Polish Consulate for the most accurate, up to date information.