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Head of Customer Marketing - Manchester

Date: 07-Jan-2022

Location: Manchester Airport, GB

Company: MAG



  • We are proud to be a diverse employer, and we welcome candidates from all background.
  • Flexible Working for a better work/ life balance
  • Drive CRM strategy, customer engagement, retention, and loyalty.
  • International focus
  • Senior level salary + 11% pension + leadership bonus
  • Professional team and business undergoing a period of huge growth


We are MAGO:


Have a stroll around our new office:



The Business 


Part of Manchester Airport Group (the largest airport group in the country), MAGO is our Digital Tech business; utilising advanced data Insights, digital platforms, and new and emerging technologies, it is an ever-evolving engine house of ideas and innovation. Having recently merged with MAGUSA, our US business based out of Chicago, we now offer a comprehensive range of physical and digital products to our large network of airport clients both in the US and across the world. With support from our large and technically comprehensive in-house Tech/ Trading/ Marketing/ Data/ Commercial and Support Teams etc MAGO’s focus is to create new and exciting digital and physical B2B and B2C products for customers at every step of the customer journey.



The Role


This Head of Customer Marketing role is available at a time of massive growth for MAGO, as we continue to build at pace. This is a real success story as we invest more and more in the global travel market.


Working in a hybrid way from our head office in Manchester, you will be accountable for MAGO’s customer retention and loyalty strategy internationally. With responsibility for all direct customer communications for our Distribution company brands (,,,, etc.) along with our airport partners e.g. Manchester, Stansted, East Midlands etc, you will be spanning CRM, Campaign, Content and Social.


We expect that you will bring extensive experience in customer relationship marketing (CRM) and be the driving force behind MAGO’s loyalty proposition as we deepen the relationship with our “known” customers and improve engagement and increase customer lifetime value


With a passion for building and developing teams, you will coach and develop the Customer Marketing team whilst also developing relationships cross-functionally with Product, Commercial and Data teams


Furthermore, you will have responsibility for ensuring that the voice of the customer is present across everything MAGO does through the sharing of empirical (both quantitative and qualitative) data. These data-driven insights will feed short, medium and long-term commercial decisions, marketing strategies and product offerings.


Typical responsibilities include:


  • Ownership of MAGO’s CRM strategy, driving customer engagement, retention, and loyalty.
  • Accountable for all direct customer communications, including CRM, Campaign, Content and Social.
  • Define measurement frameworks and KPIs for customer engagement and lifetime value (CLV).
  • Adopt a test and learn, data-driven approach to customer relationship marketing.
  • Create automated, behaviour-driven campaigns using dynamic segmentation.
  • Work cross-functionally with Product, Commercial and Data to improve customer experience and measurement.
  • Bring the voice of the customer to everything that MAGO does.
  • Passionate about building and developing a high performing Customer Marketing team





  • Extensive experience in customer relationship marketing.
  • Experience working at scale (database size of millions) to drive engagement, retention, and loyalty.
  • Demonstrable experience setting up a CRM roadmap and working cross-functionally to achieve your vision.
  • Experience building and developing high performing Customer Marketing teams.
  • Prior knowledge and experience with Iterable and/or Salesforce (Marketing Cloud and/or Service Cloud) is a plus.
  • Deep knowledge in customer segmentation, list management, deliverability and GDPR regulation.
  • Experience pitching and selling a CRM offering as a service.
  • Project management experience in onboarding new accounts, brands, or clients, specifically pertaining to data and CRM platforms.




What we Offer


We are going through huge growth, which offers positive challenges and opportunities for your career along with ability to take an already successful business with solid foundations to the next step of it's evolution and development


  • We are a company that is proud to be inclusive and tolerant to all
  • Flexible working approach for a better work/ life balance
  • A salary reflective of a senior/ strategic role
  • Significant car allowance
  • 11% company contribution pension
  • 20% annual bonus
  • Onsite gym
  • Free parking and greatly subsidised public transport
  • Discounts on company products including holiday parking
  • 25 days Holiday entitlement (plus the ability to buy more)
  • Great work culture within a focused, highly professional friendly team
  • Office is located above a train/ tram/ bus station for an easy commute



Equal Opportunities


MAG is a values led organisation and we are committed to providing equal opportunities in all areas of work and business.  We want people to achieve their best, which will in turn positively impact on our customers and the communities in which we live and work. At MAG we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.


Reasonable Adjustments 


As an inclusive employer, MAG wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to inform us of any reasonable adjustments you might need to enable this to happen.


…please apply today.