Posted 21 days ago
CRM & Customer Growth Manager
@ Scenic Tours Europe AG
Vancouver, British Columbia
Overview
Scenic Group Canada is hiring a CRM & Customer Growth Manager in Vancouver to build the Canadian CRM strategy for Scenic Luxury Cruises & Tours and Emerald Cruises. The role owns lead generation, lifecycle and automation design, segmentation, HubSpot leadership and CRM reporting. The posting states a salary of $95,000-$100,000 plus a performance-based bonus, four weeks of vacation, and full-time hours.
Pay:
$95,000–$100,000 a year
Responsibilities:
- Lead CRM and customer lifecycle strategy for the Canadian business
- Grow the prospect database through multi-channel lead generation
- Design automated nurture programs and customer journeys
- Develop segmentation, personalization and lead-routing frameworks
- Lead HubSpot architecture and CRM optimization with global teams
Requirements summary:
- 7+ years in CRM, lifecycle or retention marketing
- Hands-on experience with HubSpot or similar automation platforms
- Strong analytical skills to turn customer data into recommendations
- Experience working closely with sales teams on conversion
- Experience presenting to senior leadership
- Travel, hospitality or luxury experience preferred
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · jazzhr
- Employer posting date
- 2026-10-18
- First seen by our source
- 2026-10-19
- Source record updated
- 2026-10-19
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Marketing |
| Experience | 7+ years |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Scenic Tours Europe AG
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Truly all-inclusive ultra-luxury river cruises and ocean voyages and handcrafted land journeys.
Full company description
Scenic Luxury Cruises & Tours has grown over almost four decades to include award-winning river and ocean cruises and handcrafted land journeys that take guests to the world's most fascinating destinations. We offer ultra-luxury Scenic Eclipse ocean voyages in the seven continents and 5-star river cruises in Europe and South East Asia, as well as land journeys throughout Canada, Alaska & USA, Africa, Egypt & Jordan, Europe, Asia, Australia and New Zealand. The Scenic Difference is in every detail, from unsurpassed dining experiences and premium beverages to seamless and enriching exploration of each destination. Scenic is part of Scenic Group, which includes Emerald Cruises, Mayflower Cruises & Tours and Evergreen Tours. https://www.scenicusa.com https://www.scenic.com.au https://www.scenic.co.uk https://www.scenic.ca https://www.scenic.eu
- LinkedIn followers
- 59,607
- People associated on LinkedIn
- 1,720
- Reported office locations
- Level 15, 56 Pitt Street, 56 Pitt Street, Sydney, New South Wales 2000, AU
- Business categories
- Leisure
- Tourism
- Other recorded names
- Scenic Tours Europe AG
- Scenic - Luxury Cruises & Tours
- Specialties
- Luxury Travel
- Luxury Tours
- Luxury Cruises
- and Luxury River Cruising
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Scenic Luxury Cruises & Tours has grown over almost four decades to include award-winning river and ocean cruises and handcrafted land journeys that take guests to the world's most fascinating destinations. We offer ultra-luxury Scenic Eclipse ocean voyages in the seven continents and 5-star river cruises in Europe and South East Asia, as well as land journeys throughout Canada, Alaska & USA, Africa, Egypt &…
| Field | Value |
|---|---|
| Industry | Travel Arrangements |
| Company size | 201-500 employees |
| Headquarters | Sydney, New South Wales |
| Organization type | Privately Held |
| Year founded | 1986 |
| Specialties | Luxury TravelLuxury ToursLuxury Cruisesand Luxury River Cruising |
| Open jobs on Jobsy | 2 |
| View page |
Does the chance to shape the future of CRM and direct-to-consumer growth for two award-winning luxury travel brands excite you?
If so, Scenic Luxury Cruises & Tours and Emerald Cruises Canada has an opportunity for you!
The Opportunity:
Scenic Group Canada is seeking a highly strategic and commercially minded CRM & Customer Growth Manager to join our Vancouver-based marketing team and help drive the next phase of direct-to-consumer growth across Scenic Luxury Cruises & Tours and Emerald Cruises. This newly created role will be responsible for growing our prospect database, improving lead conversion, and delivering a more connected customer experience throughout the customer lifecycle.
This is not a traditional email marketing role. As our CRM ecosystem evolves, including the implementation of HubSpot, we need an experienced CRM leader who can develop a customer-centric growth strategy which leverages customer data, automation, personalization, and lifecycle marketing to drive engagement, conversion, retention, and customer value.
The successful candidate will combine strategic thinking with hands-on execution, helping build a sophisticated, scalable, and measurable CRM program that contributes directly to revenue growth and customer lifetime value. Reporting to the Director of Marketing, this role is our Canadian CRM subject matter expert and a key partner to Marketing, Sales, Commercial, Digital, Analytics, and Global CRM teams.
Key Responsibilities:
CRM, Lifecycle & Customer Growth Strategy
- Lead the development and execution of a comprehensive CRM and customer lifecycle strategies that drive acquisition, engagement, conversion, retention, and reactivation objectives.
- Assess the current CRM ecosystem, customer journeys, communications framework, and automation programs across Scenic and Emerald Cruises to identify opportunities to improve lead generation, lead nurturing, conversion, retention, loyalty, and customer lifetime value.
- Define lifecycle stages, customer touchpoints, communication objectives, triggers, and success metrics throughout the customer journey.
- Champion a customer-first approach to CRM strategy and customer experience.
- Drive qualified database growth through multi-channel lead generation strategies, including digital marketing, content, partnerships, events, and referrals.
- Optimize lead capture, nurturing, and conversion processes in collaboration with Digital Marketing.
- Evaluate lead acquisition performance and identify opportunities to improve lead quality, volume, and cost efficiency.
- Develop programs to re-engage dormant prospects and inactive contacts.
- Support the development of lead scoring, lead qualification, and lead prioritization frameworks.
- Map and optimize customer journeys from lead acquisition through booking, travel, post-travel engagement, loyalty, and repeat purchase.
- Design and implement automated nurture programs for key audiences, including:
- New leads
- Brochure requests
- Event attendees
- Webinar participants
- High-intent prospects
- Previous guests
- Repeat travellers
- Dormant contacts
- Identify behavioural and engagement triggers that should influence communication timing, frequency, content, and channel.
- Build scalable automation programs that improve customer experience and operational efficiency.
- Develop advanced audience segmentation strategies using behavioural, transactional, engagement, demographic, and preference data.
- Create personalization frameworks that improve communication relevance and customer engagement.
- Develop lead-routing and lead-management frameworks that support timely follow-up and conversion.
- Establish service-level expectations and lead-handling best practices.
- Collaborate with internal stakeholders, technology partners, and global teams to support implementation and optimization initiatives.
- Help define CRM architecture, automation frameworks, lifecycle stages, and data requirements.
- Identify opportunities to leverage automation, AI, predictive insights, and emerging CRM capabilities.
- Develop reporting frameworks that connect CRM activities to business outcomes and revenue performance.
- Establish meaningful KPIs across the customer lifecycle. unnecessary
- Build executive dashboards and performance reporting.
- Lead ongoing testing and optimization initiatives across messaging, timing, audience segmentation, personalization, automation, and customer journeys.
- Champion database quality, governance, and customer data best practices.
- Improve data collection, enrichment, and customer profile management processes.
- Ensure compliance with Canadian privacy legislation, CASL requirements, consent management standards, and CRM best practices.
- Monitor deliverability and database health metrics to support long-term CRM effectiveness.
- 7+ years of experience in CRM, lifecycle marketing, customer growth, retention marketing, marketing automation, customer strategy, or related disciplines.
- Proven success developing and executing CRM and lifecycle marketing strategies that deliver measurable business results.
- Experience managing customer journeys across multiple lifecycle stages, from lead acquisition through loyalty and retention.
- Strong experience with CRM and marketing automation platforms such as HubSpot, Salesforce Marketing Cloud, Marketo, Braze, Iterable, or similar technologies.
- Demonstrated experience developing audience segmentation, personalization, lead nurturing, and lead scoring programs.
- Strong analytical capabilities with the ability to translate performance and customer data into actionable business recommendations.
- Experience working closely with sales teams to improve lead conversion and customer outcomes.
- Strong stakeholder management, communication, and presentation skills, including experience presenting recommendations to senior leadership.
- Experience participating in CRM implementation, migration, or digital transformation projects is considered an asset.
- Experience within travel, hospitality, luxury, tourism, or other high-consideration consumer categories is preferred.
- Familiarity with attribution modelling, customer lifetime value analysis, and predictive marketing techniques is considered an asset.
What Success Looks Like:
- Establish a clear CRM and customer growth strategy for the Canadian business.
- Strengthen the foundation of our HubSpot ecosystem and CRM infrastructure.
- Increase both the size and quality of the prospect database.
- Improve lead nurturing effectiveness and lead conversion performance.
- Introduce advanced segmentation and personalization capabilities.
- Enhance reporting, measurement, attribution, and customer insight frameworks.
- Increase CRM-attributed engagement, bookings, retention, and customer lifetime value.
- Build stronger alignment between Marketing, Sales, and CRM functions.
- Create a scalable lifecycle marketing framework that supports long-term direct-to-consumer growth.
Why Choose Scenic Group?
Scenic Group is an equal-opportunity employer offering a competitive compensation and benefits package including:
- Salary range: $95,000-$100,000 plus annual performance-based management bonus
- Four weeks vacation
- A generous health and wellness account
- Comprehensive benefits package
- Employee travel benefits and industry perks
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