Ten Lifestyle Group · 7 hours ago
CRM Manager
New York, NY
Full-time
Hybrid
Senior LevelTen Lifestyle Group is seeking a CRM Manager to lead the delivery of their CRM program across multiple regions. The role involves overseeing CRM strategy, collaborating with global stakeholders, and driving campaign optimization to achieve sustainable growth.
Leisure Travel & Tourism
Responsibilities
Responsible for owning and delivering best-in-class CRM strategy and execution across the customer lifecycle
Own and lead the end-to-end delivery and performance of the CRM program across the Americas/EMEA/LAC/APAC region
Set the strategic direction for the Americas/EMEA/LAC/APAC CRM agenda, driving efficient day-to-day planning, management, and execution
Translate business objectives and customer insights into clear CRM plans and roadmaps
Champion a customer-first, value-led approach to CRM, aligned with best practice
Serve as the primary regional authority and escalation point for all CRM-related activity
Lead the scoping, planning, and execution of major data, technology, and marketing automation initiatives to advance CRM capability and impact
Own CRM performance analysis and reporting across the region, delivering clear, actionable insights and recommendations to inform strategy, optimization, and business decision-making
Act as a Braze subject-matter expert, owning campaign builds, Canvas journeys, segmentation, and orchestration
Design and deliver multi-channel CRM activity leveraging Braze capabilities such as real-time event triggers, dynamic content, and connected content to drive relevance and performance
Partner with technical teams to optimise data feeds, integrations, and event schemas
Drive advanced personalisation using behavioural, transactional, and preference data
Apply modern CRM techniques such as: Real-time and event-based messaging &AI-driven send-time optimisation and message prioritisation and Decisioning and next-best-action logic
Proactively stay ahead of CRM innovation, identifying and piloting new features and emerging industry capabilities
Own the CRM testing and optimisation framework, including A/B testing, multivariate testing
Use performance data and insights to continuously optimise journeys, content, and cadence
Measure incrementality and ROI to demonstrate CRM impact on commercial outcomes
Monitor and report on CRM performance against KPIs, including engagement, conversion, retention, and revenue
Partner with analytics teams to define success metrics and improve reporting maturity. Translate data into actionable insights and recommendations for stakeholders
Provide leadership and management to CRM team members, as relevant, ensuring effective delivery of the agreed CRM strategy while prioritizing capability building, performance, and long-term professional development
Act as the regional authority and subject-matter expert for all CRM-related initiatives, providing strategic guidance, best practices, and thought leadership across the organization
Foster strong collaboration with internal stakeholders and cross-functional partners to ensure CRM initiatives are aligned with broader business and marketing objectives
Serve as the primary point of contact for our email service provider, managing the relationship to ensure strong performance, operational excellence, and ongoing platform optimization
Partner closely with external vendors and technology partners as required to support CRM execution, innovation, and continuous improvement
Qualification
Required
Significant experience as a CRM Manager with a deep understanding of core CRM principles
Proven line management experience is essential
Extensive experience with Email Service Providers (ESPs), including creating and reviewing complex segmentation queries. Experience with Braze is required
Strong customer-centric mindset, covering campaign creation, lifecycle optimization, test & learn methodology, KPI definition, and reporting
Excellent data and analytical skills, with the ability to interpret insights and provide actionable recommendations
Proven track record in managing end-to-end CRM programs and email marketing processes
Expertise in CRM principles, email marketing, and customer lifecycle management
Demonstrated ability to drive measurable improvements in campaign effectiveness and KPIs
Ability to define, implement, and promote best practices in CRM and email marketing
Strong project management, communication, and analytical skills
Experience collaborating with global stakeholders and managing relationships with email service providers
Proficiency in Microsoft Office (Excel, Word, PowerPoint)
Benefits
Extended Health
Dental
Vision
Employee Assistance and mental wellness resources
Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location.
3 extra float days after 3 years of work.
One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
Full catalogue of learning modules that cover a wide range of categories for personal and professional development
Discount on Pet Insurance and a variety of other non-travel perks and discounts
Working Holidays: Ability to work from any of our 23 global offices for a short period of time
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
Founded in 1998
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase