We carry the spirit of the great explorers, we Go Bold, we Go Together and Go for New. Polar travel is Quark Expeditions, and all of us at Quark Expeditions are committed to creating and delivering life-changing experiences for our clients. We draw on our unparalleled polar expertise to profoundly transform people’s sense of themselves — and of the world around them. AND TO ALWAYS, ALWAYS GO BEYOND

Quark is part of the Travelopia group which is one of the world’s leading specialist travel groups providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK with offices and marine bases all over the world

We are seeking a highly skilled and motivated Director of CRM & Loyalty to join our Marketing team, reporting to the VP Marketing. In this role, you will be responsible for developing and executing customer relationship management (CRM) strategies and loyalty programs to drive customer engagement, repeat and referral business, and brand loyalty. You will lead a team of CRM marketers and work closely with cross-functional teams to ensure integrated and impactful marketing journeys, programs, and campaigns for both the direct to consumer and indirect (B2B) channels. An experienced CRM leader with a passion for increasing performance through personalization and creative messaging, and a track record for delivering on customer value will thrive in this role. Experience in both DTC and B2B is an asset for this position.

Compensation: $100,000 - $110,000 CAD plus a local bonus scheme.

The Key Responsibilities: Include

CRM Strategy and Execution:

Develop and implement CRM strategies that improve customer engagement and dedication.
Design and optimize customer journeys using sophisticated marketing technologies and campaign automation tools.
Manage and lead email marketing campaigns, bringing in additional channels including SMS and Direct Mail as needed.
Analyze customer data to identify insights and opportunities for personalized marketing efforts.

Loyalty Program Management:

Own the strategy, development, and execution of our loyalty program.
Drive initiatives to increase customer repeats, referrals, and overall customer value.
Develop and implement surprise-and-delight tactics to improve the customer experience.

Data-Driven Decision Making:

Leverage customer data and insights to advise CRM and loyalty strategies.
Utilize data analytics to measure the efficiency of CRM campaigns and continuously optimize based on data-driven insights and performance metrics.
Collaborate with data analysts to build customer segmentation models and predictive analytics.

Team Leadership:

Lead, mentor, and develop a team of CRM and loyalty specialists, fostering a high-performance culture with a focus on innovation and collaboration.
Set clear goals and performance metrics for the team, ensuring alignment with overall business objectives.

Cross-functional Collaboration:

Work closely with Strategy, Creative, Acquisition, Web and Sales teams to develop coordinated marketing strategies and deliver magnificent end-to-end experiences that convert.
Ensure cohesive messaging and customer experience across all customer journey touchpoints.

The successful candidate will have

7+ years of experience in CRM, with experience owning dedication programs; Direct and B2B experience preferred.
Bachelor’s degree in Marketing, Business or related field.
Consistent track record of developing and implementing successful CRM and loyalty strategies.
Authority level proficiency with Salesforce and other CRM platforms, marketing automation tools, and data analytics.
Strong understanding of customer lifecycles and ability to derive actionable insights from customer data.
Experience with email marketing; SMS and direct mail experience are assets.
Excellent leadership and team management skills.
Strong analytical and problem-solving abilities.
Outstanding communication and collaboration skills.

What we have to offer:

Competitive base and variable compensation
Health Insurance and RRSP
Career progression opportunities
Travel benefits
Various employee discounts and offers

What’s next?

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

To request accommodations, please contact our team at Talent@Travelopia.com

We look forward to getting to know you!

Quark Expeditions

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Director, CRM & Loyalty