CRM Lead - Leisure & Loyalty Activation

TAKE YOUR CAREER IN A NEW DIRECTION 

At Eurostar, we’re fuelling the future of rail travel – operating in five countries and sparking new opportunities for travellers. But our trains connect much more than just people and places. They’re helping us build a greener, more inclusive future for everyone. Join us and you’ll be part of a passionate team which always goes the extra mile.  

An exciting opportunity awaits you as CRM Lead - Leisure & Loyalty Activation in our Commercial team. You will be in charge of the implementation of the CRM marketing communication (emails & push notifications) with our leisure and loyalty audiences to enhance the customer experience and strengthen the affinity of our customers with Eurostar as well as contributing to the overall revenue and target KPI’s.

This is a 12 month fixed-term position. It can be based in our office in London or Paris.

The close date for this role is 5pm on Wednesday 08 October 2026. Candidates are encouraged to apply as soon as possible; Eurostar reserves the right to contact candidates before close date and to close the role earlier if suitable candidates are identified.

Internal information only: Grade D

We are looking for someone to...

Support the senior CRM Manager in planning and developing the CRM customer experience and marketing communication strategy in order to align the CRM strategy with the commercial business objectives, enhance customer experience, and foster customer engagement, resulting in improved customer satisfaction, increased loyalty, and revenue growth.

• Develop and implement the marketing roadmap and communication plan for our leisure audience (leisure and international) and loyalty audiences (Club Eurostar)
• Own the marketing communication plan with the loyalty manager for Club Eurostar and work alongside the CRM executive (automation) to ensure his/her contact strategy is aligned with the plan
• Manage the build, set up, data filtering and deployment of the campaigns in Sales Force Marketing cloud
• Manage the build, set up, data filtering and deployment of the push notifications on Airship

Identify gaps and drive opportunities using available data and insights to drive the CRM strategy and develop targeted offers that enhance the customer experience and drive improved customer engagement and revenue.

• Work with the CRM analysist and Data team to determine campaign extract requirements and understand traveller behaviour and segmentation.
• Own the planning and implementation of testing programmes for the communications.
• Create opportunities to capture data and have a clear understanding on how it can beused for a better personalised and relevant communication (pushing specific offers or products)
• Assist the CRM Manager with regular competitor and industry communications benchmarking to inform future strategy.
• Maximising ROI and ROE of campaigns through results analysis and implementation of learnings

Collaborate with and work closely with the wider CRM, marketing, Loyalty and GTM teams to help deliver their roadmaps and customer experience.

• Assist other members of the CRM team when needed to fill the gaps.
• Work closely with the teams to ensure campaigns are aligned together as part of our cross-channel strategy
• Responsible for reporting on results, accountable for the delivery of KPI’s for each campaign developed and for continuous improvement plans
• Own the deployment of operational communication linked to regulations imposed by external factors (e.g weather, brexit) through solus emails

You'll need to have...

• Knowledge of SFMC and Taxi / Email Shepherd (Email design systems) as well as push notification tool (Airship)
• Thorough knowledge of direct marketing theory and practice: testing, segmentation and targeting; campaign management, campaign analysis and customer profiling Commercial and financial acumen
• Ability to critique communications/creative work & an understanding of how it contributes to ROI
• Understanding of data and databases (customer behaviour and expectations), of data protection legislation and application
• Numerate & able to turn insight into actionable plan to increase of campaign ROIs and RO

We’re constantly working to create a bright future for our company and our colleagues. That’s why we offer a wide range of brilliant benefits, including: 

• Travel benefits that can be used for both work and play including 75% off underground network from Day 1
• Competitive defined benefit pension scheme 
• Free Eurostar tickets 
• Discounted Eurostar tickets for friends and family 
• Ongoing training and development  
• Free, confidential support via our Employee Assistance Programme
• Peer-to-Peer support from trained Mental Health First Aiders/Personne de Confiance
• Lots of other exclusive deals, discounts and perks 

A whole new platform for your career - If you think you’ve got what it takes to help us make Eurostar bigger and better than ever before then we’d love to hear from you. 

At Eurostar we believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave.  

Your individuality is your strength, and we want a diverse team that reflects the world we live in.