Job Description
Head of CRM | Flight Centre Travel Group
We are looking for a Global Head of CRM. The position will play a critical role in driving meaningful long-term customer engagement for FCTG’s global leisure portfolio of businesses. The role will oversee strategic direction for the tools and technology that support the implementation and execution of the customer relationship marketing strategy. The new leader will bring together subject matter experts from our various teams around the world into a centre of excellence model delivering high standards and output for the group.
You will audit strategies and setup in each market and business, then work to set best practices and optimize both performance and structure of resources globally. You will work closely with various brand, product, and technology leaders, as well as regional marketing leaders. You will also partner with marketing leaders and product management teams to rationalize and consolidate Martech vendors used across our businesses.
As Head of CRM, you will drive the constant innovation and performance of Flight Centre Travel Group’s customer retention technologies and best practices across all customer channels in order to guarantee the achievement of the business’s goals.
Responsibilities include:
Lead strategy for how marketing value is derived from CRM and marketing automation platforms and what role they play in the customer journey
Lead strategy for marketing value stream working with product management teams on roadmap for CRM development
Lead projects to review and rationalize systems in place and distill requirements for consolidated platforms
Develop and oversee migration and implementation plans and train local resources on new platforms where relevant
Audit marketing automation functions and practices globally, distilling and elevating best practices and redeploying in each market
Develop technical plans to support and deliver upon customer segmentation and loyalty strategies
Identify, evaluate and prioritize potential strategic growth opportunities in customer database
Partner with brand marketing, technology, and analytics teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, retention and cross-sell
Create compelling recommendations for feature development or changes through data-backed analyses and user insights
Review and rationalize agency relationships, determining where optimal to bring resource in-house and where to leverage agencies to succeed
Build and deliver KPI reports to stakeholders
Mentor, coach, and develop regional email and marketing automation marketing resources to elevate capability and standards
Partner with in-house brand and creative teams as well as external agencies for creative and content development as needed
Requirements:
Bachelor’s degree or equivalent
7+ years experience in digital marketing with an emphasis on customer relationship management, marketing automation and retention
Deep understanding of the CRM and marketing automation vendor landscape
Experience running RFP processes and platform migrations
Experience working with and scaling multiple enterprise platforms required (Adobe, Salesforce, etc.)
Must possess proven well-developed ability to assess trends, competitor actions and technological advances in lifecycle marketing and services
Actively seek knowledge and learnings on the latest innovations and opportunities impacting the overall marketing landscape
Well-spoken and demonstrated ability to present recommendations and business cases to senior leadership
Position requires flexibility in hours for calls with overseas teams
About Flight Centre:
Flight Centre Travel Group has grown to become one of the world’s largest travel agency groups since its founding in 1982. Headquartered in Brisbane, Australia, the company has more than 30 brands in its portfolio, 18 office locations across the U.S., 3,000 locations worldwide and employs more than 19,000 people.
Location: Boston, MA
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!
