Global CRM Content & Email Specialist

Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

Our Original voyages connect 34 coastal communities. It is the classic way to travel the Norwegian coast as a local and has rightly become known as ‘The World’s Most Beautiful Voyage’.

To mark our 130-year anniversary, we launched an exclusive range of Signature cruises. These premium sailings showcase our favourite places of Norway’s coast with several hours spent in each port.

Along with HX and Hurtigruten Svalbard, we are part of Hurtigruten Group, the global leader in sustainable, inspirational adventure travel, employing more than 2,400 staff and crew from over 50 nationalities.

Despite our 130-year heritage we still have room to grow! We now need a Global CRM Content & Email Specialist who will be working in the global team and working closely with local markets. The Global CRM Content & Email Specialist will develop tactical and strategic CRM activity to support commercial growth.

You will be responsible for writing engaging CRM copy across email, SMS, push and DM campaigns. Be familiar working within Salesforce and Salesforce Marketing Cloud, Salesforce Journey Builder, Taxi for Email and more.

In order to succeed in this extremely busy role, it is essential that you are a creative thinker, well organised, able to prioritise your tasks utilising Jira, have a strong attention to detail, are a good communicator and collaborator, as you will be working closely with our global markets, internal brand, and marketing teams to deliver campaigns that support our business OKRs and drive value for our guests.

Key Responsibilities

• Work with marketing teams to develop comprehensive CRM acquisition and retention strategies, primarily for email, that align with Hurtigruten’s OKRs across B2B and B2C audiences.
• Work closely with the Global Strategic Journey Planner to write the customer data brief to develop the customer segmentation and data strategy for each campaign.
• Be our tone of voice guardian and grammar enthusiast responsible for creating engaging content that encourages customer engagement and delivers against brand and marketing objectives.

• Proofread all work for acceptable grammar standards, be accountable for researching and verifying accuracy of copy, and ensure output complies with legal guidelines.

• Bring this copy to life to reflect customer segments and personalisation across multiple regions and markets to deliver engagement, retention, and conversion OKRs.

• Build of emails in TAXI for Email, with effective review and approval of all local and global assets and that they follow brand guidelines prior to exporting into Salesforce Marketing Cloud.

• Examine all creative assets to ensure that content/message is approved by business owners and our inhouse creative team when necessary and segmentation corresponds with the agreed campaign brief.

• Complete QA testing using tools such as Email on Acid.

• Ensure the correct population of dynamic content and once happy, work with the Global Strategic Journey planner to deploy and monitor.
• Analysis and reporting of email campaign performance, including core engagement and revenue to derive insights and optimise future activity.
• Identify trends and innovations to improve customer engagement, performance against agreed OKRs with a view to increasing customer lifetime value.
• Responsible for working with other members of the CRM, local markets, sales and the Customer Service Centre to manage the Test & Learn process.

Qualifications & Skills

• 3+ years experience in a CRM role writing CRM copy for B2C email audiences.
• Experience working client or agency, ideally in a global role.
• Experienced in Ampscript, HTML and Adobe Photoshop.
• Salesforce and Salesforce Marketing Cloud (or similar technology) experience.
• Stakeholder management and collaboration skills.
• Customer focused; data driven and a strategic thinker.
• Strong attention to detail, whilst working in a fast-paced environment.
• Good organisation and prioritisation skills.

Technical Skills

• Experienced in Email and SMS platform capabilities including Salesforce Marketing Cloud.
• Excellent CRM copy writing, tone of voice and grammar skills.
• Update HTML email templates in Salesforce Marketing Cloud.
• Test email templates to ensure correct rendering across key email clients and browser combinations.
• The set up of single and scheduled sends across email, SMS and push.
• The set up of always-on journeys and campaigns.
• You recognize yourself in our values; We inspire, we empower, we care and we explore

What’sin it for you?

• Competitive salary and employee benefits.
• Inspirational and friendly work environment in a dynamic team
• This role provides an opportunity to grow as we look to establish ourselves as a data driven, customer centric CRM team that you can be a part of shaping.
• Staff rates on our cruises to some of the most exotic places on the planet
• Hybrid working arrangements, with 3 days in the office and 2 flexible days.
• Modern and centrally located office in either Oslo or London

Location: London/Oslo

All applications must be in English.