Job Title: Head of CRM

Company: Le Boat

Location: Surbiton, Kingston upon Thames, Greater London, United Kingdom

Job Type: Full Time

Le Boat, part of the Travelopia group, is the world’s leading provider of self-drive boating holidays, with over 55 years of experience. We offer an unforgettable holiday experience across Europe and Canada's inland waterways. Our fleet, crafted to suit all party sizes and budgets, requires no license or prior boating experience, making it accessible to everyone. With guests from around the globe, including North America, Germany, and France, Le Boat operates in 9 countries with France's Canal du Midi as the most famous and popular cruising ground.

We’re looking for a bold, customer-focused Head of CRM to join our senior marketing leadership team during an exciting time of growth in the marine holiday sector. If you're someone who thrives on turning insights into action and crafting campaigns that encourage and deliver, this is your chance to create waves!

You’ll be responsible for crafting and delivering a full lifecycle strategy, from initial engagement through to retention and advocacy. Reporting directly into the Marketing Director, this is a highly visible and influential role within our wider leadership team. As Product Owner of our HubSpot platform, you’ll lead a dedicated team of four across the UK and internationally, collaborating cross-functionally to harness data, technology, and creativity in building multi-channel CRM campaigns that are personal, purposeful, and effective.

What we’ll offer:

• Competitive base salary and performance-based bonus
• Hybrid working from our Surbiton office (2 days per week, inc. Thursdays)
• Travel benefits and industry discounts
• 25 days annual leave + public holidays

What you’ll do:

• Define and lead our CRM strategy – Build a comprehensive end-to-end customer relationship strategy, aligned to business goals and customer needs, from acquisition through to repeat bookings.
• Own the CRM calendar – Plan and deliver data-driven, multi-channel campaigns (email, print, and more), combining planned seasonal activity with adaptable tactical comms.
• Bias for action – Use customer behaviour, segmentation and lifecycle triggers to personalise messaging, boost engagement and drive repeat bookings.
• Improve and evaluate performance – Monitor metrics like engagement, conversion rate, customer value, and campaign return on investment. Use attribution tools to refine your approach and prove impact.
• Lead HubSpot strategy – Shape and prioritise the CRM roadmap. Identify automation opportunities, improve platform functionality, and drive user adoption across teams.
• Collaborate across the business – Align closely with marketing, sales, customer service, and central data teams to ensure campaigns are joined-up, customer-centric and commercially effective.
• Manage and grow your team – Coach, mentor and support a team of 4, including remote members, encouraging a culture of creativity, accountability and high performance.

What you’ll bring:

• Proven experience in a senior CRM or lifecycle marketing role, ideally in fast-paced environments like travel, retail, or hospitality.
• A sharp eye for strategy and the detail, equally comfortable planning big picture campaigns and critiquing creative or data sets.
• Expertise using HubSpot (or similar CRM/automation tools) as both a marketer and a product owner.
• Strong commercial competence and experience owning a significant CRM budget.
• Experience delivering across email and print, using customer segmentation, behavioural triggers and attribution modelling.
• Empathetic leadership and the ability to motivate a diverse, international team.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: Talent@Travelopia.com

Posted: 16/06/2025