MAG
CRM Manager
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CRM Manager
Permanent Manchester Airport / Hybrid (2 days per week onsite)
About Cavu
For airports, for partners, for people. We are Cavu.
At Cavu, our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody, from the smallest ideas to the biggest transformations. Every day is an opportunity to create better travel experiences.
From our revenue-accelerating single-platform technology, Propel, through to our world-class hospitality venues including 1903 and Escape Lounges, our solutions make travel smoother for passengers and more profitable for our clients and partners.
We know that to bring your best ideas, you need the space to think, the support to grow, and the freedom to be your authentic self. Whether you're working from our offices, from home, in our lounges, or on the road, we provide an environment where you can create, innovate, and help transform airport travel.
Together, we can reach new heights. Together, we are Cavu.
About the role
We're looking for a CRM Manager to join us, supporting a strategic customer transformation programme being delivered in partnership with Manchester Airports Group (MAG).
This is a unique opportunity to help shape how customer data, CRM technology and marketing capability come together to create more connected and personalised experiences for millions of passengers travelling through our airports every year.
Working closely with MAG's Customer Strategy team and stakeholders across Marketing, Product, Technology and Data, you'll play a key role in defining the CRM capabilities, customer data requirements and marketing technology needed to support the future of airport customer engagement.
This isn't a traditional CRM campaign delivery role. Instead, you'll focus on customer data, CRM technology and capability development, helping to connect customer journeys across multiple airport touchpoints and enabling more relevant, personalised experiences throughout the end-to-end travel journey.
From helping customers plan their trip and navigate the airport, through to delivering more personalised retail, food and beverage experiences, you'll help ensure the right data, platforms and governance are in place to unlock greater value for both customers and the business.
Working across Customer Strategy, Commercial Marketing, Product, Technology and Data teams, you'll act as the bridge between strategy and delivery, ensuring the right foundations are in place to deliver scalable customer engagement and commercial growth.
Key responsibilities
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CRM Strategy & Capability
- Translate customer strategy into CRM, customer data and marketing technology requirements.
- Support the development of CRM capabilities that enable personalised customer journeys across the airport experience.
- Shape and influence CRM roadmaps, ensuring customer priorities are aligned alongside commercial objectives.
- Champion best practice in CRM capability, automation and customer engagement.
- Act as a subject matter expert across the wider CRM ecosystem, including platforms such as Iterable and mParticle.
Customer Data & Technology
- Work closely with Data and Technology teams to ensure customer data is connected, accessible and usable across customer touchpoints.
- Define customer data, segmentation and audience requirements to support future customer engagement activity.
- Support CRM platform enhancements, integrations and capability development initiatives.
- Help establish data governance standards and processes to ensure customer data remains accurate, compliant and scalable.
- Use customer insight, behavioural data and commercial performance to identify opportunities to improve customer experience, increase passenger engagement and drive incremental value.
Stakeholder Management & Collaboration
- Build strong relationships across CAVU, MAG and wider business functions.
- Partner closely with Customer Strategy, Commercial Marketing, Product, Technology and Analytics teams.
- Provide guidance and expertise on CRM capability, customer journeys and customer activation opportunities.
- Support business cases and recommendations using customer insight, behavioural data and performance metrics.
- Influence priorities and help drive successful delivery across multiple teams and stakeholders.
About you
We're looking for someone with strong technical CRM and customer data expertise who enjoys working at the intersection of marketing, technology and customer experience.
- You'll have in depth technical knowledge gained from working with complex Customer Data and Marketing Technology, where you've helped organisations build and evolve CRM capabilities rather than solely executing campaigns.
- You'll be comfortable working with technical teams on data integrations, platform enhancements and customer data strategy, whilst also influencing stakeholders across marketing, product and commercial functions.
- You'll be someone who thrives working within a fast paced environment.
You'll also bring:
- Experience in a CRM Manager, CRM Lead, Customer Data, Martech or similar role.
- Strong understanding of CRM principles, customer engagement and customer lifecycle management.
- Experience working with CRM, CDP or customer engagement platforms.
- Experience implementing, onboarding or evolving CRM, CDP or customer engagement platforms would be highly advantageous.
- Understanding of customer identity management, data integrations and customer data flows.
- Experience working alongside Data, Technology and Marketing teams.
- Knowledge of customer data governance, segmentation and consent management principles.
- Strong stakeholder management and communication skills.
- A commercially focused mindset with the ability to use insight and data to support decision making.
- Experience of platforms such as Iterable or mParticle would be advantageous but is not essential.
- Experience within travel, hospitality, loyalty, retail or other customer-centric industries would be beneficial.
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What's in it for you?
- 25 days holiday, increasing with service (up to 28)
- Option to buy up to 10 extra days + 4 flexible bank holidays
- 10% company pension
- Annual bonus scheme
- On-site gym
- MediCash scheme
- A range of flexible benefits and discounts, including up to 50% off CAVU products such as Escape Lounges and Airport Parking
- Rail and retail discounts
- 2 paid volunteering days per year
- Access to health & wellbeing events, ID&E activities, and learning opportunities
- Formal and informal development options, including mentoring programmes and learning grants
- Enhanced parental leave (T&Cs apply)
Equal Opportunities and Reasonable Adjustments
We're building something brilliant at Cavu: a diverse team of people who reflect the global customer base we serve. We're proudly part of MAG, and together we're on a mission to be number one in our industries, and that takes talent in all its forms.
Whether this is your first role or your next big step, we want to hear from you, even if you don't think you tick every box. What matters most is what you bring.
We're proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We're committed to helping you perform at your best.
Our Colleague Communities play a big part in that journey, including Women's Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.
Ready to reach new heights?
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