CRM Campaign Specialist - Loyalty & B2B

At Eurostar, we're not just in the business of transportation; we're in the business of crafting unforgettable journeys. As a CRM Campaign Specialist, you will play a pivotal role in our CRM & Loyalty team, where our mission is to retain customers, ignite their engagement, and drive revenue growth. By curating personalized loyalty and B2B communications, you'll be instrumental in enhancing customer experiences, strengthening our brand's affinity, and contributing to our overall success.

Internal use only: This role is EIL Grade D & a THIL Grade E, Travel Level 3 and can be based in London, Paris or Brussels.

We're looking for someone to:

• Collaborate with the CRM & Loyalty lead to shape and execute our customer-centric strategy, aligning CRM goals with commercial objectives, fostering engagement, and elevating customer satisfaction and loyalty.
• Develop and execute a comprehensive marketing roadmap and communication plan tailored for our loyal customers and B2B audience.
• Work in tandem with the Loyalty Manager for Club Eurostar and the CRM Executive (automation) to ensure seamless alignment of contact strategies and prioritize messages, including critical service recovery communications.
• Partner with B2B and Eurostar For Business product owners to create and implement a robust B2B CRM strategy that resonates with our audience.
• Seek opportunities to collect data for more personalized and targeted communications, ensuring compliance with regulations and industry best practices.
• Collaborate with the Automation Manager to design captivating lifecycle journeys for our B2B and loyalty customers.
• Provide creative briefs to our internal studio for copy and design, crafting compelling email templates via Taxi4Email.
• Manage the end-to-end process, from campaign build and data filtering to deployment in Marketing Cloud.
• Utilize available data and insights to identify gaps, drive opportunities, and develop targeted offers that enhance customer experiences, boost engagement, and drive revenue.
• Own reporting on campaign results, ensuring KPI delivery and the continuous improvement of strategies

Requirements

You'll need:

• Similar experience in a CRM and marketing/communications capacity
• Previous experience in a Loyalty CRM role a big plus
• Knowledge of SFMC and Taxi
• Thorough knowledge of direct marketing theory and practice
• Knowledge of Loyalty programme and customer lifecycles
• Experience in B2B communication (emails/social/digital)
• Ability to critique communications/creative work & an understanding of how it
  contributes to ROI
• Understanding of data and databases (customer behaviour and expectations), of data protection legislation and application
• Numerate & able to turn insight into actionable plan to increase of campaign ROIs and ROE

Benefits

• Travel benefits for work and play
• A great pension
• Exclusive discounts and perks

If you are passionate about building and nurturing customer relationships, with great experience in CRM, loyalty programs, and B2B communications - We want to hear from you!

Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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