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 Prospect: 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.

📌 CRM & Customer Growth Manager (Vancouver)
🏢 Scenic Luxury Cruises & Tours
📍 Vancouver