CRM Manager

Disney · London

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About the Role & Team

Disney Destinations International (DDI) is seeking a CRM Manager to lead the delivery of audience-led CRM and email marketing programmes across Walt Disney World, Disneyland Paris and Disney Cruise Line throughout the UK & Ireland and wider EMEA markets.

Reporting to the Senior Marketing Manager, with a dotted reporting line to the Head of EMEA CRM, this role is responsible for developing and executing CRM strategies that drive engagement, guest lifetime value and commercial performance through best-in-class customer communications.

This role is based in our London Hammersmith office, with an expectation to work onsite four days per week.

Values

You’ll join a team grounded in our Disney values, acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.

What You Will Do

• Develop and lead the annual EMEA CRM strategy across Walt Disney World, Disneyland Paris and Disney Cruise Line, aligning customer journeys and email communications to business objectives.
• Build, manage and optimise email campaigns and automated journeys within Salesforce Marketing Cloud, ensuring brand excellence, accuracy and strong customer experience.
• Deliver end-to-end CRM campaign planning, including annual, monthly and weekly calendars, audience targeting, creative development, testing and deployment.
• Work with internal stakeholders and external agencies to brief, develop and deliver CRM creative assets and campaigns.
• Collaborate with EMEA CRM, Data & Analytics and Deployment teams to ensure campaigns are data-led, measurable and commercially effective.
• Analyse campaign performance, establish KPIs and implement test-and-learn programmes to improve engagement, conversion, deliverability and revenue contribution.
• Develop audience segmentation and targeting strategies using customer insights and behavioural data.
• Ensure all CRM activity complies with GDPR, privacy regulations and internal governance standards.
• Manage CRM budgets, vendor relationships, purchase orders and reconciliation activities.
• Present performance updates, insights and strategic recommendations to senior stakeholders and leadership teams.

Required Qualifications & Skills

• Demonstrated experience managing CRM or email marketing programmes using Salesforce Marketing Cloud or a comparable enterprise email platform.
• Advanced knowledge of CRM campaign management, customer journeys, audience segmentation and lifecycle marketing.
• Expertise in Salesforce Marketing Cloud tools, including Content Builder, Journey Builder, Automation Studio, A/B testing and dynamic content capabilities.
• Experience building and quality-assuring HTML email communications.
• Strong analytical skills with the ability to translate customer and campaign data into actionable insights and recommendations.
• Experience defining KPIs, analysing performance and driving continuous optimisation through testing frameworks.
• Excellent project management skills, including experience using Jira or similar workflow management tools.
• Strong stakeholder management skills with the ability to collaborate across international teams, agencies and senior leadership groups.
• Knowledge of GDPR, data privacy principles and responsible customer data management.
• Excellent written and verbal communication skills with strong attention to detail.
• Ability to balance strategic thinking with hands-on campaign execution.
• Bachelor's degree in Marketing, Business, Technology or a related discipline, or equivalent professional experience.

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Complimentary admission to eligible Disney Theme Parks, giving you the opportunity to experience the magic we create and make memories of your own. Admission is subject to availability, capacity restrictions, applicable rules, block-out dates, and eligibility requirements.
• Access to a wide range of Disney discounts on Disney merchandise, Disney Food & Beverage, Disney Resort Hotels, Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and more. Offerings are subject to availability and may be seasonal, and subject to applicable rules, restrictions, and eligibility requirements.
• Excellent parental and guardian leave
• Employee Resource Groups - WOMEN @ Disney, Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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