We are looking for a motivated and detail-oriented CRM Manager to support the Senior CRM Manager in executing targeted customer engagement strategies for Merlin Entertainments. This role will focus on implementing CRM campaigns across multiple channels (email, SMS etc), optimising customer journeys, and analysing customer data to drive loyalty, retention, customer engagement and long-term value for the business.

Campaign Execution & Management:

• Assist in the execution and delivery of CRM campaigns, ensuring they are tailored to specific customer segments and aligned with business objectives.
• Manage email, SMS, and push notification campaigns, ensuring timely delivery, content accuracy, and alignment with the broader marketing strategy.
• Build and deliver a regional marketing campaign calendar with customers across channels to drive revenue and improve conversion in the Ecommerce space.
• Monitor campaign performance and optimise in real-time to improve customer engagement and conversion rates.

Customer Segmentation & Personalisation:

• Work with the Senior CRM Manager to develop targeted customer segmentation strategies based on behavioural, demographic, and transactional data across CRM as well as 1PD use in digital paid media.
• Implement personalised messaging and tailored campaigns based on customer preferences, purchase history, and interaction patterns.
• Collaborate with other marketing teams to integrate CRM initiatives into broader cross-channel campaigns.

Data Analysis & Reporting:

• Track, analyse, and report on key CRM performance metrics (e.g., open rates, click-through rates, conversion rates, customer lifetime value).
• Provide insights and recommendations to optimise CRM efforts based on data-driven analysis.

Collaboration & Optimisation:

• Work closely with the Senior CRM Manager to refine and enhance the CRM strategy through continuous AB testing, optimisation, and feedback loops.
• Support the Senior CRM Manager to deliver data growth campaigns by working with other functions (marketing and ecommerce).
• Collaborate with the marketing, content, and ecommerce teams to ensure seamless cross-channel customer experiences.
• Keep up-to-date with industry trends, tools, and best practices including data protection, proposing new ways to enhance CRM activities and customer engagement.

The ideal candidate will have 2-4 years of experience in CRM management, with a strong understanding of customer segmentation, campaign execution, and performance tracking. You should have experience using CRM platforms (e.g., Salesforce, HubSpot, or similar), along with strong analytical skills and the ability to interpret data to drive actionable insights. You should be detail-oriented, highly organised, and have excellent communication skills, with a passion for improving customer experience and engagement. Experience in the leisure, travel, or entertainment industry is a plus, as is a deep understanding of customer behaviour and lifecycle marketing. Japanese language skills are also highly desirable to help you support our key attractions.