Role Overview
UAS International Trip Support is seeking a CRM & Data Specialist who will own the CRM strategy and execution holistically and globally across the business.
This role is the single point of accountability for how UAS builds, engages, and grows its client database, turning CRM from a system of record into a system of revenue and converting the dormant database into revenue and lifting client lifetime value through consistent, measurable commercial outcomes.
Key Responsibilities
- CRM Strategy & Platform Ownership: Own and administer Zoho CRM as the single global system of record; set up and govern all CRM programs to drive performance campaigns.
- Outbound & Lifecycle Campaigns: Plan and execute outbound email programs, including reactivation of inactive clients and cross-selling to current clients.
- Client Engagement & Top-of-Mind Communications: Keep the business consistently front-of-mind with its clientele through an ongoing communications rhythm — planning and scheduling newsletters and always-on touchpoints that maintain a live, engaged relationship with the database between transactions.
- Triggered & Behavioral Email Automation: Set up and optimize triggered, behavior-based email workflows that respond automatically to client and website actions (e.g. a form submission or enquiry), ensuring timely, relevant follow-up without manual intervention.
- Segmentation & Nurture: Design and manage segmented nurture journeys by client profile, including lead scoring and lead routing rules.
- Data Governance & Reporting: Maintain data hygiene, build dashboards and reporting, and act as the single point of accountability for CRM and data quality globally.
- Reporting & Business Intelligence: Deliver consistent, trusted CRM reporting across the business and connect it into the wider BI stack, building and maintaining Zoho–Power BI integration (and other tools as required) with a standardized reporting cadence for leadership visibility.
- Data Compliance & Governance: Define and enforce data access controls, consent and retention policies, and audit trails; work with IT/Business Technology and Legal to ensure CRM and reporting integrations meet company security and compliance requirements.
- Cross-Functional Alignment: Partner with Sales, Marketing, and Operations across the business to ensure CRM strategy and execution serve every function's commercial goals.
- Process & Automation: Build and continuously improve workflows, automations, and integrations that scale CRM operations as the business grows.
- Customer Experience & Insights: Work closely with the Client Experience Manager to enable the technical implementation of NPS and client satisfaction surveys, along with other lifecycle and touchpoint surveys, feeding findings back into CRM segmentation, journeys, and internal process improvements.
- Qualifications & Experience:
- Proven experience owning CRM strategy and execution, ideally in a global or multi-business-unit organization.
- Experience designing segmented, multi-audience nurture journeys and lead scoring/routing models.
- Strong background in outbound email marketing, database reactivation, and cross-sell campaign execution.
- Experience planning and scheduling newsletters and ongoing client communications programs.
- Experience running NPS or client satisfaction/survey programs and translating results into action.
- Prior experience in business aviation, aviation services, or B2B-focused industries is an advantage.
- Bachelor's degree in Marketing, Business, Data, or a related field, or equivalent practical experience.
Technical Skills
- Proven hands-on expertise administering and configuring Zoho CRM is Mandatory — certification or demonstrable deep proficiency required.
- Hands-on experience setting up triggered/behavioral email automation (e.g. form- or activity-based workflows) in a CRM or marketing automation platform.
- Working knowledge of Power BI or similar BI tools, and experience integrating CRM data into automated dashboards.
- Solid data management skills — hygiene, deduplication, enrichment, dashboarding, and reporting.
- Understanding of data privacy/compliance principles (e.g. GDPR-equivalent practices) as applied to CRM and client data.
- Key
Competencies
- Ownership mindset — comfortable being the single point of accountability for a global function.
- Strong cross-functional collaboration across multiple business units and stakeholder groups.
- Analytical and detail-oriented, with a bias toward data-driven decision-making.
- Customer-centric mindset, with genuine interest in the client experience behind the data.
- Adaptable and organized in a fast-moving, global organization.
- Excellent English communication skills
