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Added 1 hour ago
B
Manager, Business Restructuring & Turnaround Services
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- Full-time
Our Toronto office is looking for a Manager to join our Corporate Restructuring team.
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Scenic Tours Europe AG

CRM & Customer Growth Manager

Vancouver, BC, V6B 5A1, Canada

$95,000 to $100,000 CAD / year · Full-time

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Job details

Pay: $95,000 to $100,000 CAD / year
Job type: Full-time
Apply by: Jan 17, 2027
Posting language: English
Posted: Oct 19, 2026

Original job description

Are you an experienced and growth-focused CRM strategist who knows how to turn customer data into growth?

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.

Database Growth & Lead Generation

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.

Customer Journey Design & Marketing Automation

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.

Segmentation, Personalization & Customer Intelligence

Develop advanced audience segmentation strategies using behavioural, transactional, engagement, demographic, and preference data.
Create personalization frameworks that improve communication relevance and customer engagement.

Sales & CRM Alignment

Develop lead-routing and lead-management frameworks that support timely follow-up and conversion.
Establish service-level expectations and lead-handling best practices.

CRM Technology & HubSpot Leadership

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.

Analytics, Measurement & Optimization

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.

Customer Data, Governance & Compliance

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.

Requirements:

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

Scenic Group is a global leader in luxury river and ocean cruising, proudly operating internationally renowned brands Scenic Luxury Cruises & Tours and Emerald Cruises. For almost 40 years, Scenic Group has redefined the travel experience, delivering unparalleled luxury and adventure to discerning travellers worldwide. With our Vancouver-based sales and marketing office, we serve as the hub for promoting our award-winning river and ocean cruises to Canadian travel advisors and guests. This position is open to all qualified applicants who are legally entitled to work in Canada.

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More about this job

Responsibilities

The CRM & Customer Growth Manager will develop and execute comprehensive lifecycle strategies to drive acquisition, engagement, and retention across luxury travel brands. This role involves optimizing customer journeys, managing marketing automation, and collaborating with cross-functional teams to improve lead conversion and customer lifetime value.

Requirements

Candidates must have 7+ years of experience in CRM, lifecycle marketing, or customer growth, with proven success in delivering measurable business results. Proficiency in CRM platforms like HubSpot and strong analytical skills are required to translate customer data into actionable growth strategies.

Skills

CRM strategy
Lifecycle marketing
Marketing automation
Customer growth
Lead generation
Data analysis
HubSpot
Customer journey mapping
Segmentation
Personalization
Lead scoring
Stakeholder management
Strategic planning
Retention marketing
Performance reporting
Compliance

Benefits

Competitive compensation
Annual performance-based management bonus
Four weeks vacation
Health and wellness account
Employee travel benefits
Industry perks

Visa sponsorship

Not detected in the job text

Keywords

CRM
Lifecycle Marketing
Customer Growth
HubSpot
Marketing Automation
Lead Generation
Customer Journey
Segmentation
Personalization
Lead Scoring
Retention
Data Governance
CASL
Analytics
Attribution Modelling
Predictive Marketing
Luxury Travel
Direct-to-consumer
KPIs
Customer Lifetime Value
Sales Alignment
Digital Marketing
Strategy
Reporting
Conversion Optimization

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