Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

We are seeking a strategically minded, delivery-focused Senior CRM Campaign Manager to lead the operations, planning, and performance of our global CRM communications function. This senior leadership role is ideal for someone with deep expertise in CRM campaign management who can combine strategic planning with hands-on delivery, process rigour, and stakeholder alignment.

You will lead a team of CRM Campaign Managers and Executives, ensuring communications are aligned to business priorities, strategically sequenced, and delivered across the full range of CRM channels — including email, push notifications, SMS, in-app messaging, and web personalisation.

A core part of this role will be working as a consultant to our clients’ marketing teams, partnering with key accounts such as American Express, Visa, and Mastercard, to design co-dependent communication plans that integrate seamlessly with both our strategies and our clients’ objectives.

You will also work closely with our lounge partners and in-airport experience providers to create jointly planned and executed communication strategies that drive engagement, enhance the customer journey, and maximise commercial value for both parties.

You will also work across our consumer audience, leveraging data to deliver hyper-personalised campaigns that drive engagement, loyalty, ancillary sales, and deploy strategies to grow our consented marketing base. In all cases, you will act as the strategic bridge between internal delivery teams and external stakeholders, ensuring that CRM activity delivers mutual value, strengthens partnerships, and has measurable impact.

You will work closely with the VP of Channel Communications, Head of Marketing Operations, VP of Corporate Communications and Head of Client Communications, as well as senior stakeholders across Content, Brand, Digital, Data, and Regional Marketing, to drive impactful CRM campaigns that engage and retain customers and partners across the lifecycle.

Role Objectives

As Senior CRM Campaign Manager, you will be expected to:

• Establish and maintain a strategic 120-day CRM campaign roadmap aligned with business priorities and audience needs, balancing BAU and project-led activity.
• Work as a trusted consultant to client marketing teams, collaborating with partners such as Amex, Visa, and Mastercard to create co-dependent communication plans that drive shared business outcomes.
• Build strong joint communication strategies with lounge partners and in-airport experience providers to enhance customer experience and commercial performance.
• Work across the consumer audience to design hyper-personalised campaigns that drive deeper engagement, loyalty, ancillary sales, and growth of the consented marketing base.
• Standardise CRM campaign processes to ensure consistent planning, briefing, execution, QA, and reporting across the team.
• Optimise multi-channel CRM execution, ensuring lifecycle, trigger-based, and targeted campaigns are delivered accurately and in line with brand and content strategy.
• Develop and embed a performance reporting framework in collaboration with data teams, using insights to inform and optimise future activity.
• Lead and develop the CRM campaign team, providing coaching, mentoring, and professional development pathways to build skills and capability.
• Drive cross-team collaboration with Content, Data, Digital, Regional Marketing, Brand, and Legal to align campaign sequencing and messaging across all touchpoints.
• Strengthen Martech and tooling governance, ensuring efficient and effective use of Salesforce Marketing Cloud, Jira, Aha!, and Confluence.
• Act as the strategic escalation point for CRM campaign delivery, resolving issues swiftly and maintaining delivery timelines.
• Champion continuous improvement by identifying opportunities to enhance efficiency, scalability, and quality in CRM campaign operations.
• Support strategic transformation projects and integrate them into CRM planning without disrupting BAU activity.

Key Responsibilities

Strategic CRM Campaign Operations

• Define and embed best practices for CRM campaign planning, briefing, execution, and reporting.
• Oversee the end-to-end delivery of lifecycle communications, newsletters, and targeted CRM campaigns for both consumer and partner audiences.
• Lead proactive planning, resource allocation, and sequencing in collaboration with regional and audience leads.
• Collaborate with content and data teams to design personalised campaigns driven by customer insights and behaviours.

Client, Partner & Consumer Consulting

• Act as a consultant to client marketing teams, developing co-created communication strategies with accounts such as Amex, Visa, and Mastercard.
• Work closely with lounge partners and in-airport experience providers to develop and deliver joint communication strategies that align with shared objectives.
• Deliver hyper-personalised campaigns to consumer audiences that drive ancillary sales, retention, customer satisfaction, and expansion of the consented marketing base.
• Build strong relationships with external partners to ensure CRM activity is aligned, integrated, and mutually beneficial.
• Partner with the VP of Channel Communications, Head of Marketing Operations, Head of Client Communications, and VP of Corporate Communications to align campaign sequencing with business needs and channel capacity.

Performance & Reporting

• Develop and implement campaign performance standards and governance with data SMEs.
• Lead monthly and quarterly CRM performance reviews with internal and external stakeholders.
• Use campaign insights to optimise targeting, creative, and channel strategy.

Process & Tooling Leadership

• Drive continuous improvement of planning, briefing, QA, and delivery processes.
• Ensure consistent, effective use of tools and platforms (Salesforce Marketing Cloud, Jira, Aha!, Confluence).
• Standardise intake, approval, and delivery documentation to support operational clarity.

Leadership & Team Development

• Lead, coach, and develop the CRM Campaign Management team.
• Partner with Marketing Operations and HR on long-term capacity planning, recruitment, and team structure.
• Champion knowledge sharing, best practice adoption, and professional development across the team.

Key Skills & Experience

• 7–10 years’ experience in CRM marketing, campaign delivery, or marketing operations.
• Proven leadership of CRM-focused campaign teams in high-volume, multi-channel environments.
• Strong understanding of CRM channels and customer lifecycle communication (email, SMS, push, in-app, web).
• Experience delivering hyper-personalisation campaigns, growing consented marketing databases, and driving ancillary revenue through CRM activity.
• Hands-on experience with Salesforce Marketing Cloud and related Martech tools (Jira, Aha!, Confluence).
• Skilled at managing complex internal and external stakeholder relationships.
• Experience consulting with external clients and partners to deliver joint marketing initiatives or co-branded campaigns.
• Ability to deliver both BAU and transformation projects in a CRM environment.

Mindset & Approach

• Calm Authority – Brings focus and clarity to complex or high-pressure campaign environments.
• Strategic & Tactical – Shapes CRM strategy and ensures flawless execution.
• Solutions-Oriented – Resolves blockers with practical, people-first approaches.
• Performance-Focused – Balances quality, speed, and efficiency in delivery.
• Trusted Leader – Earns confidence through consistent, reliable results.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).