Secret Escapes is hiring a

CRM Analytics Manager

London, United Kingdom

Reporting to the Customer Marketing Director, the primary responsibility for this role is to manage the performance of email marketing for Secret Escapes’ 8 core markets. Owning the core metrics and analysis, defining KPIs, and working with the wider CRM team to understand and optimise the levers behind them.

About Secret Escapes 

Secret Escapes is the world’s leading members-only online travel deal company, offering inspiring travel experiences and hand-picked offers to over 75 million users worldwide across our family of brands. 

Operating globally, Secret Escapes Group 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.

Founded in 2011, and following a number of acquisitions, we’ve doubled in size over the last 3 years and have a social-media following the size of a small country. 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!) 

Summary of role

The CRM team must balance delivering a best in class email experience for our members, with driving maximum engagement and conversion, to improve the lifetime value of our membership base. 

Reporting to the Customer Marketing Director, the primary responsibility for this role is to manage the performance of email marketing for Secret Escapes’ 8 core markets. Owning the core metrics and analysis, defining KPIs, and working with the wider CRM team to understand and optimise the levers behind them.

They will be working closely with the CRM Managers for each of the markets, helping them define their priorities, improve insight and maximise results for testing and strategy. They will also be a single point of contact for the supply side of the business, helping to shape and measure how email traffic is best distributed to our product portfolio.

Email is pivotal to each region’s performance - driving the majority of traffic for Points of Sale and Points of Supply (c.60% of Traffic and Revenue). This role therefore must efficiently coordinate and communicate performance to key stakeholders across the whole business (Supply/Revenue/CRM/Marketing/FP&A).

Main responsibilities:

  • Full ownership of all email reporting, metrics and KPIs across 8 markets
  • Responsible for increasing the consistency of reporting and insight; increasing speed, depth and transparency of data analysis
  • Coordinating insight, results and actions from CRM and communicating those with the wider business
  • Own performance and optimisation relationship with the Data Science team
  • Build analyses that dissect recent email and trading performance to its key drivers, in coordination with the rest of the core marketing channels
  • Business partner the Heads of Destination Management to ensure email traffic is being distributed effectively to maximise revenue

Skills/Requirements:

  • Strong academics (2.1+ degree, excellent Maths track record at school)
  • Bright, inquisitive and passionate about online business
  • Experience of business partnering commercial leads in a trading-led organisation
  • Advanced Excel (needs to be demonstrated). Experience of working with large data sets and creation of financial models/reports from scratch
  • Attention to detail, taking ownership for accuracy of output
  • Ability to work to tight deadlines and prioritise work effectively
  • Self-starter who will be keen to initiate new ideas and processes
  • Strong SQL experience
  • Ideally experienced in snowflake, tableau or similar analytical/database environments
  • Fluent in English
  • Cleared to work in the UK/EU

Your characteristics: 

  • Highly numerate
  • Excellent communication skills
  • Enthusiastic and driven
  • Organised, with attention to detail
  • Innovative, creative and imaginative
  • Customer-focused and commercially aware
  • Willing to adapt and pick up new techniques
  • Able and willing to pass on knowledge

What you'll get in return:

  • Remote working opportunities during the COVID crisis
  • 25 days holiday
  • Generous pension scheme, to help you tuck some money away for your future
  • Vitality Medical Insurance, Medicash cover and gym discounts to keep you fit and well, both physically and mentally
  • Cycle to work scheme for those who prefer to travel solo
  • In-house yoga, manicures, meditation and massages, because who doesn't like to be pampered?
  • Generous discounts on our amazing Secret Escapes deals, for you and your friends   
  • Bonuses for successful candidate referrals to our Talent team
  • Free food and drinks in the office (when we return!) 
  • Personal laptop to help you stay mobile

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.