Head of CRM & Marketing Capability
This role will be part of the TUI Group CRM & Ancillaries team, based in the TUI head office in Luton, who are responsible for leading CRM and Marketing digital transformation across TUI Group.You will be the senior Business Lead of the Group Marketing Platform, defining business needs and working closely with our Technology team to deliver a prioritised roadmap. Transition the focus from traditional to digital and programmatic marketing to deliver a truly omni-channel marketing capability.You will lead a team of Senior Product Owners, Business Analysts and Campaign Planning and Automation Specialists to define our requirements, a product roadmap and prioritised backlogLeading the Centres of Excellence across Europe, you will define common campaigns and activities that deliver value for the customer and business from the platform.Working with our Analytics team you will define a balanced scorecard report on performance, and design and develop campaign optimisations.You will create and deliver Board level presentations, to inform on progress, surface key decisions needed, support with fact-bases and make clear recommendations.You will co-ordinate the Marketing Platform governance process, organising regular working groups and steering groups and produce concise and insightful communications to show our progress compared to the plan and bring initiatives to life in an engaging way.What you will be doingLead the development of the overall Group CRM marketing strategy. You will own the revenue / margin targets and goals delivered by this.Lead and develop the overall customer contact strategy and plan, aligning it to our strategic goals and priorities.Lead the Centres of Excellence teams (cross-functional team of 30 people across our European markets) to develop and implement a common set of marketing programs, balancing commercial priorities and customer preferences. Ensure they create/adopt campaigns in line with the plan.Define business requirements (EPICS & Use Cases) and priorities for the Marketing Platforms, in terms of capabilities, features and campaigns. Manage the overall roadmap and backlog to deliver the committed platform business benefits (upwards of £70m margin over 5 years).Manage and develop a strong relationship with the relevant Platform Suppliers, understanding and helping to shape their Product roadmap, and ensure TUI strong voice in this.Develop business cases as appropriate for continued or increases in investment, leading on sizing of benefits and working with Technology to define costs and timelines. Gain buy-in and approval to the investment from senior stakeholders and Boards.Lead the design, approval and implementation of business processes and organisational change to ensure productivity across markets is optimised.Define dependencies from other platforms and functions (e.g. Digital Platform Data Services) and ensure these are understood and prioritised appropriately, linked to benefits.Work with the Analytics Hub to design and deliver appropriate segmentations, models and next best action recommendations to support the marketing campaigns, and they are consistent across channels and touchpoints.Support implementation of new capabilities and features and ensure User Acceptance Testing is conducted prior to go live.Ensure that customer marketing initiatives are measurable and clearly link to the strategic goals of online growth, ancillary growth and customer retention. Work with wider teams to develop and understand marketing attribution across channels.Work with Analytics Hub to establish a regular reporting process for an agreed set of KPI's to enable program performance reporting. Interrogate performance reports and analysis to develop action plans to help drive performance optimisation.Lead and directly manage a team of 10-15, ensuring that they have clear direction, prioritisation of workloads and personal development plans. Lead and inspire a wider community of marketers across source markets and functions, using Centres of Excellence and Working Groups to steer, plan and co-ordinate the work.Proactively understand the different business models in each source market to provide context for the strategy and plans. What we are looking forComfortable working in a large pan European business, where some travel will be requiredProven and significant experience in leading business transformation. Strong leadership skills with ability to lead large cross-functional teamsSignificant experience of developing data-driven and automated marketing and CRM programmes, ideally in a multi-brand or multi-country environmentSignificant experience of leading the implementation of enterprise scale marketing platforms (e.g. Salesforce, Adobe, IBM, Microsoft etc.) ideally in an agile or hybrid agile wayGood technical understanding of marketing platforms, comfortable working closely with senior technical teams to help define solutions to business needsFluent in English, ability in other languages desirable but not essential (German, French & Dutch)Strategic thinker with ability to articulate complex concepts in a clear and concise wayHighly commercial, with ability to define, identify and prioritise high value initiatives. Ability to create robust investment cases linked to strategic growthProactive and self-driven, you'll be confident working independently, but have strong team ethicsPowerful communicator with excellent presentation skills and ability to clearly articulate ideasCapability to deal with ambiguity, uncertainty and to aggregate complex itemsHighly organised with a flexible approach and openness to work in fast evolving structures with / for various stakeholders, with proven ability to deliver to deadlinesHighly analytical with ability to analyse complex data sets, and draw action orientated conclusionsAbility to adapt between markets and excellent networker displaying strong relationship management to co-ordinate through a complex matrixStrong PowerPoint and Excel skills Working within TUI groupHelp make our customers smile and in return you will be rewarded with a competitive salary, pension scheme and some fantastic additional benefits including holiday, flight and foreign exchange discounts, a childcare voucher scheme and lots of additional discounts and offers* TUI Group is the world's number one integrated tourism business operating in around 180 countries worldwide. With some of the best known holiday brands in the world, we offer inspiration, booking, flights, transfers, hotels and cruise ships to over 30 million customers every year all under one roof. With over 1,800 travel agencies across Europe, six airlines operating more than 130 aircraft, more than 300 Group-owned hotels and resorts and twelve cruise ships we are able to design unique and individually tailored holiday experiences with consistent high quality for our customers. Our 77,000 colleagues, all with a passion for holidays, work hard to deliver our customer promise - "Discover your smile".How to applyTo apply for this role, please log on to www.tuijobsuk.co.uk where you will be required to log-in, provide personal details and complete an online application form.