Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore, Los Angeles and Berlin with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Overall Purpose

Continue to drive and enhance BBT’s CRM strategy in line with the wider business strategy. Using market-leading technology, continue to maximise return on investment of existing channels (Email, Web Push, App inc. Push Notifications, Inbox Messaging, App Merchandising) and ensure a fully relevant and personalised experience for each Big Bus Tours customer across all touch points.

Key Areas of Accountability and Responsibility

Creative, methodical and results-driven individual required to drive automated and ad-hoc CRM communications at a global level across 23 cities (multi-language).

• Supporting Head of Customer Experience (CX) in the development of a CRM strategy to increase customer lifetime duration and value
• Responsible for owning and reaching CRM yearly targets across all channels
• Enhancing and identifying CRM journeys across email, app inc. push notifications, inbox messaging, app merchandising
• Following agreed process to create content – briefing design, copywriting, image selection
• Thoroughly testing campaigns prior to sign off and send, checking automated campaigns are running effectively
• Closely collaborate with the Web & Product teams to coordinate campaigns with content/promotional calendars, align customer journeys, and ensure new products are supported with CRM where appropriate
• Maintain and share with stakeholders’ regular weekly, monthly, annual reporting for all CRM campaigns
• Monitoring trends outside and within the industry to ensure BBT’s CRM is market leading - identifying new opportunities and best practice
• Day to day management of the Big Bus Tours customer communications ensuring all activity is optimised to deliver positive ROI
• Build relationships with 3rd party suppliers for improved delivery of best practice from CRM platforms
• Further leverage existing tools to enhance the automated CRM programmes for existing and expired customers promoting Big Bus Tours and associate brands & businesses
• Collaborate with Web Analyst to ensure data best practices are met, including GDPR (General Data Protection Regulation)
• Continuously think of ways to automate campaigns and reports to simplify processes

Education/Experience:

• At least 3-years’ experience in CRM role
• Educated to degree level ideally in marketing or business specialism
• Proven ability to prioritise workload in line with key objectives
• Experience working directly within an ESP and customer database(s)
• Experience in creating and maintaining efficient CRM communication workflow
• Experience in CRM communication via email essential, by app and push notification desirable
• Experience in the travel industry desirable, particularly internationally
• Experience of creation and day to day delivery of global CRM strategy desirable.
• Experience using tech platforms such as Movable Ink is advantageous
• Ability to speak and write in additional languages advantageous

Competencies:

• Use of CRM, email and push notification platforms
• Strong understanding of CRM communication strategy to drive greater conversion and ROI
• Strong understanding of key online marketing channels and how they influence online user behaviour
• Good problem solving skills
• Ability to work to deadlines in a fast-paced environment
• Personable, well presented approach and able to liaise effectively with a wide range of colleagues and external agencies.

Right to work Requirements/Sponsorship eligibility

Must have right to work in the UK

Working Conditions

Normal working hours are 9.00-17.30 Monday to Friday, plus additional hours as necessary to fulfil the requirements of the job (including weekends and bank holidays).