Head of CLM

Head of CLM (Customer Lifecycle Marketing)

Hemel Hempstead, Hybrid (3 days/ week in office)

Annual salary + bonus and benefits

Due to an internal move, we're looking for a Head of CLM to own the transformation of how we manage our customer journey—from caravan sales leads through to guest retention. You'll lead a team and stay genuinely involved in the detail, bringing a calm approach to a broad remit where last-minute requests and emergencies are part of the landscape. This is an ideal role for a leader looking to take their first step into a Head of CLM role.

What you will be doing:

• Leading the CLM strategy and owning its execution across email, CRM, and customer communications
• Nurturing our caravan sales funnel once leads are captured, optimising on-park appointments and sales conversion
• Managing all multichannel communication to holidaymakers, prospects, and caravan sales leads - ensuring campaigns are data-driven, segmented, and results-focused
• Developing your team to deliver consistently high standards whilst staying involved in the strategic detail yourself
• Driving optimisation across the pre-arrival guest journey and owner communications, working closely with data management and the wider Performance Marketing team

What we’d like you to bring:

• Proven CRM experience with senior email/CLM marketing expertise, including automation; comfortable with ESPs and markup languages (EJS, ERB, Jinja, etc.).
• Strong stakeholder management skills, strategic thinking, and meticulous attention to detail - you're technical, highly analytical, results-driven, and bring insights to the table
• Proven team leadership experience through coaching and development, with experience managing technical teams and a continuous improvement mindset
• A calm nature and genuine interest in the work - you thrive in fast-paced environments, unfazed by emergencies and flexible priorities
• Demonstrable ability to nurture high-value sales funnels and understand customer databases deeply
• An understanding of what an AI-enabled guest journey looks like and how to build one
• Travel/hospitality sector experience, or experience of sectors where time-critical communications are commonplace, would be advantageous

What’s In It For You?
- ‘Holiday Buy Scheme’
- Annual bonus
- Generous discounts on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at [email protected]
 

What We Offer

- Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’

- Annual bonus

- 20% discount on both Haven and Warner Hotels holiday for you, family and friends

- Comprehensive wellbeing support

- Access to the Bourne Leisure corporate box at the O2 Arena ,London

- Exclusive discounts with corporate partners

- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees

- Enhanced family friendly policies and pay (eligibility criteria applied)

How to Apply 
We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply.
To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.