Senior CRM Manager Europe (f/m/d)

Stellenbeschreibung:

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

We are looking for a highly strategic and results-driven

to lead our customer relationship management (CRM) initiatives in the European region.

In Berlin, Hamburg or remote and full-time.

The Senior CRM Manager will be responsible for developing and executing targeted, data-driven CRM strategies that drive customer engagement, loyalty, and lifetime value across Merlin Entertainments' European portfolio of attractions.

You will work closely and collaborate with various teams including marketing, ecommerce, and digital and data teams to ensure customer communications are personalized, relevant, engaging and aligned with overall business goals.

What you'll bring to the team

Develop and execute CRM strategies that drive customer engagement, retention, and revenue across multiple channels. Deliver data-driven, personalized campaigns and automated customer journeys across the full customer lifecycle to support ecommerce growth and conversion.

Customer Data & Insights

Leverage customer data to identify key segments, behaviors, and trends, and apply insights to optimize targeted CRM and data growth campaigns. Collaborate with digital and data teams to build robust segmentation strategies and activate first‑party data across paid media.

Cross-Functional Collaboration

Partner with marketing, content, ecommerce, and data teams to ensure consistent messaging, seamless customer experiences, and alignment with brand and commercial objectives.

Campaign Optimization & Reporting

Track and optimize CRM performance using KPIs, continuous testing, and data-driven insights. Deliver clear reporting and recommendations while ensuring full compliance with data privacy regulations and best practices.

Innovation & Leadership

Drive innovation across CRM and loyalty by adopting emerging technologies and industry trends. Lead and develop a high-performing team, fostering a culture of collaboration, creativity, and continuous professional growth.

Experience & Qualifications

5 – 7 years of CRM experience with a proven ability to develop and execute successful, data-driven CRM strategies that drive customer engagement and loyalty. Strong expertise in customer segmentation, personalization, and CRM platforms (e.g. Salesforce, HubSpot or similar), combined with a highly analytical mindset to inform campaign strategy and performance. Excellent project management, communication, and cross-functional collaboration skills, ideally gained within the leisure, travel, or entertainment sectors, and a strong passion for delivering outstanding customer experiences.

Skills and Competencies

Be a good communicator and influencer in in-person and remote settings
Good with stakeholder management (of internal & external stakeholders).
Passionate and driven individual, who can demonstrate their enthusiasm for digital.
A can-do attitude and good attention to detail.
A data-driven, proactive and creative approach to problem-solving.
Flexibility in adapting to fast-changing priorities and a fast-paced work environment.
Strong organization skills, with the ability to multi-task, prioritize, and hit the ground running within a hands-on role.
You thrive on ownership and accountability – and have a proven track record of acting on your initiative to deliver change.
Experience of working to tight deadlines and quick turn arounds. You’ll always be thinking one step ahead.
Good negotiation skills and good agency management.
Can motivate, inspire, and lead teams, including ‘virtual’ teams and remote workers in other countries

Leadership Behaviors

Demonstrates curiosity and a genuine desire to learn, actively seeking diverse perspectives and new ideas. Results-focused, with the ability to set clear goals, take accountability, and continuously evaluate and improve performance. A collaborative and supportive team player who contributes positively to culture, shares knowledge, and celebrates success. Committed to developing others through coaching, feedback, and creating opportunities for personal and professional growth.

Magical Benefits

28 days of holiday (30 days from the third year onwards)
Christmas Eve is a day off for everyone, so no holiday needs to be taken
Up to two additional days of holiday per year for voluntary work with a charity
40% discount in the LEGO® online shop
Free gym membership
Free admission/discounts at various leisure attractions worldwide
Internal and external training opportunities and promising career development
Regular team events
Employee discounts via Corporate Benefits

Behaviors

A Merlin job is like no other. Our values – Own Your Craft , Go Together , Enjoy the Ride , Drive & Discover , and We Care – guide the behaviors that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Everyone counts at Merlin!

At Merlin, we welcome the world to our magical attractions and resorts every day, and we want to reflect that multicultural mix in our company. We strive to create an inclusive and diverse workplace where people can be themselves, have equal opportunities, and succeed together. Because at Merlin, everyone counts!

Together, we are working to create a workplace where everyone feels valued, regardless of age, race, gender, disability, or sexual orientation. Although we know that we will always be learning and growing, we want to be the most inclusive and flexible employer in our industry.