We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.
© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557
Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom.
Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.
Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.
Purpose of the job
The Senior CRM, UX & Engagement Strategist plays a pivotal role within the Global
Marketing Team, directly reporting to our VP of Channel Communications. This position is instrumental in redefining client engagement and user experience strategies. The role involves close collaboration internal stakeholders to drive innovation and achieve strategic objectives, supporting a transformation in how we engage with Clients, Partners, and Consumers as we rethink our current practices.
Key Responsibilities:
Relationship Management:
· Cultivate and maintain strategic relationships within the Marketing, Commercial and Product teams positioning yourself as a trusted advisor and strategic partner.
· Engage with Marketing Leads to understand their business objectives and challenges, providing tailored, strategic recommendations to enhance success.
Strategic Leadership in CRM & Engagement:
· Lead the design and implementation of comprehensive CRM and engagement strategies that align with Collinson’s goals, objectives and industry best practices.
· Mentor key Marketing Leads, fostering a culture of growth and development across the team.
· Drive innovation and thought leadership within CRM, UX, and engagement strategies, staying informed on the latest trends and technologies.
Support for New Business Development:
· Contribute to new business inquiries, including RFPs, RFIs, and pitches, leveraging expertise in CRM, UX, and engagement strategy.
· Collaborate with internal teams to create compelling proposals that highlight Collinson's capabilities and strategic vision.
· Offer insights and recommendations on new business opportunities, aligning proposed solutions with client goals and market trends.
Cross-Functional Collaboration:
· Work closely with Commercial, Data & Insights, and Product team to design integrated solutions that enhance user engagement and drive measurable outcomes.
· Encourage a culture of knowledge sharing and collaboration across departments, emphasizing the value of CRM and engagement strategies.
· Provide training and guidance to cross-functional team members, enhancing their understanding of CRM’s strategic importance in client interactions and business recommendations.
Strategic Planning and Execution:
· Collaborate cross functional to develop strategic account plans and engagement roadmaps, ensuring alignment with client objectives and KPIs.
· Oversee the execution of CRM and engagement strategies, monitoring performance metrics and implementing data-driven optimizations as needed.
Thought Leadership and Training:
· Represent Global Marketing as a thought leader in CRM, UX, and engagement strategy, advocating for best practices across the organization.
· Provide training opportunities for team members across Global Marketing, equipping them with the skills and knowledge necessary for excellence in engagement strategy.
Knowledge, skills and experience required
· A visionary leader with a passion for innovation and driving results.
· A strategic thinker with a collaborative mindset and a focus on delivering exceptional customer experiences.
· A mentor and coach who is committed to the professional development of team members.
· An effective communicator with the ability to build strong relationships with clients and internal stakeholders.
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at
