We are looking for a proactive and detail-oriented CRM Executive to support the CRM team in executing email and SMS campaigns and activities for Merlin Entertainments. Reporting to the Senior CRM Manager, the CRM Executive will assist in the day-to-day execution of CRM strategies, campaign management, customer data analysis, and reporting to drive customer engagement, loyalty, and retention across Merlin Entertainments’ global attractions.

Campaign Execution & Support:

• Assist in the creation, scheduling, and execution of CRM campaigns (email, SMS, etc.), ensuring content is accurate, on-brand, and targeted to the right customer segments.
• Coordinate with the CRM Manager to implement customer journey strategies, ensuring campaigns align with customer lifecycle stages.
• Help ensure CRM communications are delivered on time and in line with the company’s promotional and event calendar.

Data Management & Segmentation:

• Assist in the management and segmentation of customer data, ensuring accurate and up-to-date information is used for targeted campaigns.
• Help maintain the CRM database, ensuring data integrity and segment accuracy to optimise campaign effectiveness.
• Support the CRM team in analysing customer behaviour and trends, identifying opportunities for more personalized communications.

Reporting & Performance Tracking:

• Support the CRM team in tracking campaign performance, including open rates, click-through rates, conversion rates, and other key performance indicators (KPIs).
• Assist in preparing regular reports on CRM performance, providing insights and actionable recommendations to improve campaigns.
• Monitor and assist in troubleshooting any issues that may arise with CRM campaigns or platform functionality.

Collaboration & Continuous Improvement:

• Work closely with the marketing and content teams to ensure that CRM campaigns align with broader marketing objectives and brand guidelines.
• Stay informed of industry trends and best practices, supporting the CRM team with ideas and suggestions for optimising campaigns and improving customer engagement.
• Contribute to brainstorming sessions for new CRM strategies and initiatives, supporting the continuous improvement of customer experience.

The ideal candidate will have 1-2 years of experience in CRM, digital marketing, or customer engagement, with a strong understanding of CRM platforms (e.g., Salesforce, HubSpot, or similar). You should be highly organised, detail-oriented, and capable of managing multiple tasks efficiently. Strong communication skills, a basic understanding of data analysis, and a passion for customer experience are essential. Due to the need for this role to work closely with and support our Legoland Japan business, Japanese language skills are also highly desirable. The role would suit someone with a proactive attitude and a desire to develop a deeper understanding of CRM strategies in a global, dynamic environment. Experience in the leisure, travel, or entertainment industry is a plus.