Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that's full of potential, we strive to be better than yesterday.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however, work-life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £25,000 - £29,000

Role:

This exciting role will be working closely with the Data and CRM Manager and internal marketing teams to independently manage, and assist, in building all email journeys for Explore’s global customer database. Full of initiative, you’ll share a passion for data, CRM and the customer experience and won’t be afraid to bring new ideas and improvements to the table. On a day-to-day basis the CRM & Email Executive will improve the customer journeys to drive continued engagement, retention and increased revenue, through segmenting, testing, scheduling and analysing email and direct mail performance, as well as supporting the paid media team with audience building.

Manage the audience building and campaign refinements within the CRM for the email, direct mail and paid media channels, working closely with the Data and CRM Manager in planning and managing high-volume, segmented marketing campaigns.
Use data to drive dynamic content and segmentation strategies to deliver relevant and personalised content in order to increase customer engagement and lifetime value.
Working with the marketing content team, ensure that the email plan works well with the wider business focus, considering the customer journey at every touch point.
Working with product and customer relations teams to ensure all pre and post-departure communications are sent to the appropriate audiences.
You will be responsible for managing A/B testing in emails as well as other channels, and proactively suggest ways in which we can optimise digital and offline channel performance across both triggered and tactical communications.
You will be responsible for managing the data on a regular basis, ensuring the integrity of the database through checking, cleansing and updating audience preferences.
Responsible for monitoring competitor email and other sector activity on an ongoing basis and identify areas of good practice that can be built upon.
Collate in-depth reporting of email performance, reporting on key insights and trends, including effective and ineffective content, for overall recommendations to improve the email marketing strategy.
Ensure all data requirements across the customer journey fulfil the business needs, adapting according to changing requirements, trends and behaviours.
Monitor the business's data usage, so that it is fit for purpose, being proactive in finding ways to improve the customer journey and data integrity at all customer touchpoints.
Ensure all audience segments and data usage are GDPR compliant, not just within the database but across the business too.

Person:

Commercially minded, self-motivated and a problem-solver.
Customer-focused and understands the importance of service delivery excellence.
Highly organised, with lots of initiative, and capable of juggling many tasks at once.
Able to challenge processes (and be challenged), keep to schedule and deliver quality campaigns on time.
Friendly, approachable and flexible with a strong ability to build a good rapport with the wider Explore team and effectively communicate at all levels.
A passion for the planet, and contributing to a more sustainable future.
Highly analytical and results-focused.
Highly motivated, proactive and enthusiastic.
Experience working in a similar role within B2C business, preferably within travel.
Proven experience working with CRMs for building marketing campaigns, audience segments and marketing analysis.
Proactive about implementing new processes to improve performance.
Commercially focused, with the ability to analyse results from activities and draw key conclusions.
Strong use of Excel as a reporting tool.
Ability to manage multiple projects simultaneously and meet deadlines.
Always demonstrates a positive attitude, even when under pressure.
Demonstrated ease and enthusiasm in working with data, including standard email engagement metrics and analytics tools.
Outstanding attention to detail with a strong desire for accuracy and quality.
Solid technical skills and expertise with Excel and Power BI formulas desirable.
Excellent written and verbal communication skills.
Ability to work well with a large team both in person and remotely.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

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Explore Worldwide Ltd

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Data and CRM Executive Marketing · Farnborough, Hampshire · Hybrid Remote