CRM, Lifecycle and Loyalty Specialist
At Active Adventures, we’ve been helping people explore some of the world’s most incredible destinations for more than 30 years.
We're investing in new capability, technology, data and AI-enabled ways of working to help us scale smarter, improve customer experiences and create a stronger competitive advantage. As part of this investment, we’re looking for a CRM and lifecycle marketing specialist who can turn exceptional guest experiences into lasting relationships — building meaningful connections that continue long after the trip is over.
Our guests already love what we do. Many return time and time again, bringing friends and family with them because the experience is personal, seamless, and genuinely special. The opportunity is to deepen that loyalty and bring more people into that mindset from their very first interaction with us.
This is a hands-on role with full ownership of how we engage guests across their journey. You’ll design, build and optimise experiences from first enquiry through to booking, travel, and beyond — turning interest into bookings, and bookings into long-term loyalty and advocacy.
What you'll be doing
- Design and manage end-to-end customer lifecycle journeys across email, SMS and other owned channels.
- Build and maintain segmentation strategies to improve targeting, personalisation and conversion.
- Create and optimise automated workflows across the full customer journey, including lead nurture, booking conversion, pre-trip, on-trip, post-trip and winback.
- Develop and evolve loyalty and retention initiatives that drive repeat bookings, referrals and long-term engagement.
- Analyse customer behaviour and campaign performance, turning insights into practical improvements.
- Lead ongoing testing and optimisation (including A/B testing) to improve engagement and conversion outcomes.
- Own the quality and effectiveness of the CRM platform, including data integrity, segmentation and adoption across teams.
About you
You’re someone who enjoys the mix of data, creativity and customer experience.
You'll ideally bring:
- Experience in CRM, lifecycle marketing, retention or marketing automation.
- Hands-on experience building and managing automated customer journeys.
- Confidence working with CRM platforms such as HubSpot, Salesforce or similar.
- Strong analytical skills with the ability to turn data into clear action.
- A strong understanding of how timing, tone and relevance influence customer behaviour.
Why you'll love being part of our team
At Active Adventures, we’re passionate about creating incredible experiences for our guests — and we take just as much pride in how we keep them connected to us afterwards.
You’ll join a supportive, down-to-earth team where ideas are welcomed, initiative is valued, and you’ll see the impact of your work in real customer behaviour — more engagement, more repeat travel, and stronger relationships.
We care deeply about what we do, we’re always looking for better ways to do it, and we believe the best ideas can come from anywhere. You’ll have the opportunity to shape how we approach CRM and loyalty, and play a meaningful role in growing our business.
If you want a role where you can combine creativity, analysis and commercial thinking — and where your work helps connect people with life-changing travel experiences — we’d love to hear from you.
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