Full time

Senior Customer Loyalty & Partnership Manager

Please send your CV & Cover Letter

Employment Type

Full time



The Role

The Travel Chapter Group, incorporating Holidaycottages.co.uk and other holiday cottage acquired businesses, is an award-winning holiday letting company with over 25 years’ experience specialising in quality holiday properties across the UK.

We pride ourselves on our extensive and varied portfolio of properties, and always strive to exceed the expectations of our holidaymakers and property owners alike. With over 270+ staff across the UK and a thriving portfolio of 5000+ properties across the UK you can expect to work in a progressive and agile team.

As part of the marketing team you’ll be joining a department recently short-listed for the Best In House Marketing Team at the Travel Marketing Awards. Combining the opportunity to work or a dynamic, forward thinking business whilst also enjoying the fantastic North Devon location.

As part of the Customer Marketing team you will be responsible for developing and implementing the customer loyalty strategy across the Travel Chapter group.  To be successful within the role you will be effective at stakeholder management at all levels of the organisation with the ability to lead and work within cross-functional project groups.

You will possess strong analytical skills with the ability to identify and interpret problems and be creative in finding the right solution for both customer and business. You will also be able to accommodate and influence change at a senior level.

The successful candidate must have broad commercial and marketing skills based around customer research and insight, strategy, proposition development and execution.

We are looking for

Knowledge, skills and experience required:


  • Excellent negotiation skills
  • Driven and results-orientated
  • Commercially aware; being able to link work to commercial goals
  • Strong CRM understanding; how marketing communications increase loyalty and drive retention
  • Strong reporting and presentation skills
  • A self-starter and able to demonstrate that through experience
  • Experience and understanding in digital marketing
  • Thrives working in a dynamic environment


  • Two years of marketing experience
  • Understanding of wider customer relationship marketing
  • Client-side marketing experience in a travel marketing business
  • Proven track record in a business development role
  • Proven track record of delivering marketing projects
  • Strong understanding of marketing KPIs
What will you be doing?

Main Responsibilities:

  • The Senior Customer Loyalty & Partnerships Manager will be responsible for delivering key projects and initiatives and continually improving our offering in order to drive up loyalty and retention of customers.
  • You will have vital input into the overall customer marketing strategy, helping to influence the overall business goals of increasing revenue and profit through driving up bookings and reducing the CPA of a booking.
  • You will be working with Project Teams (including key operational and technical areas) to identify impacts and requirements in order to make changes which positively affect our loyalty and retention rates.
  • You will be developing and implementing strategies to that should increase and improve customer advocacy.
  • You will be proactively identifying areas of the BAU customer journey that can be improved, working with other members of the team to design, and implement changes to communications utilising data and insight.
  • You will be responsible for identifying opportunities with various customer marketing touch points such as direct mail, email and re-marketing; positively changing those to increase loyalty and retention.
  • You will work closely with the Marketing Analytics and Customer Insight team to understand our customers and what drives loyalty and retention.
  • You will influence other members of the Customer Marketing team to help and guide them to achieve the wider business goals.
  • You will oversee the partnership strategy across the group with like-minded brands. Overseeing on-going partnerships to extract value, through to negotiating new, high-level, commercial partnerships and joint offerings, to added value within our booking process and smaller partnerships such as competitions to help drive database growth.
  • You will be expected to create reports and dashboards to update wider stakeholders on the progress of our loyalty and partnership strategy.
What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Perk Box - Exclusive staff discounts
  • Free Healthy Snacks 
  • Exclusive staff holiday discounts  
  • 25 days holiday per year plus bank holidays
  • Cycle to Work Scheme
  • Regular social and team events
  • A relaxed, friendly and fun work environment
  • Time for training and self-improvement
  • Highly effective, motivated and supportive team members!