CRM Campaign Planner

Milan, Italy | CRM | Full-time

Apply by: No close date
TUI Musement is a leading Tours & Activities business. It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets, and transfers in more than 50 countries worldwide. There are over 130,000 ‘things to do’ in all major holiday and city destinations, which are distributed through B2B partners, via the Musement and TUI websites, and direct to TUI customers. We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide. TUI Musement sold around 10 million excursions, tours, and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group. In 2018, TUI’s Tours & Activities division acquired Musement, a leading traveltech start-up. Following a two-year transition period, both became one fully integrated business - known as TUI Musement - combining the global reach, strong resources, and high-quality in-destination service delivery of TUI, with the digital capabilities, agile working methodology, and start-up mindset of Musement.

In 2020 we have been awarded the Great Place To Work Italia Certification.

Your Mission @TUI Musement

The role holder will support the development and build of manual and automated marketing campaigns in IBM Campaign, Campaign Self Service, IBM Marketing Cloud, and Braze. Responsibilities include: 

  • Working closely with the Group and CRM Managers to deliver campaign workflows and selections within IBM Campaign and Braze to agreed deadlines
  • Specifically, this includes the build, testing, production verification, and maintenance of different parts of the TUI contact plan such as the ‘My Holiday’ and ‘My Holiday Countdown’ campaigns and any other Experiences related campaign
  • Define and build business selection, suppression, and personalization requirements for the On Holiday program and any other Experiences-related campaigns working with both the TUI Destination Services team, local markets and the Group Marketing team to implement programs and ensure User Acceptance Testing is conducted prior to going live
  • Support the creation, implementation and maintenance of Experiences-related reports

What you will do with us

  • Build of each individual campaign selection, QA of build, verify data inputs and outputs
  • Testing of workflows to ensure the correct set up for each campaign is in place and runs as expected
  • Maintenance of workflows supporting the Group Destination Service and Group Marketing team in identifying and resolving issues within campaigns or changes required as per program priorities
  • Design and build (with support from CRM Designers) all creative templates to support common automated CRM programs across markets
  • Ensure all templates are mobile responsive, and their performance is optimized across all major devices and ESPs through rigorous testing prior to handover to the CRM team
  • Define specific requirements from our CRM teams into the technical teams to enable workflows and campaigns and be able to think of the optimal way of running campaigns to improve performance
  • Working with Braze to continually improve the efficiency of the campaigns and optimal running of the system
  • Support a rigorous and robust testing strategy across markets to ensure a constant pursuit of campaign build optimization
  • Balance sophistication to drive performance with simplicity to drive operational efficiency
  • Support the markets through training (as required) enabling fixes to live campaigns and advice to enable them to achieve their end of year financial and customer targets

How will you spend your time

  • Email, push notifications and SMS campaigns creation and sending for TUI and Musement in Braze (about 50% of the time)
  • Creating customer segments for TUI and Musement in Braze (about 30% of the time)
  • Supporting cross-functional projects / creating reports for TUI and Musement (about 20% of the time)

What you are expected to bring

  • Strong technical knowledge of CRM tools (eg. Salesforce, IBM, Braze)
  • Previous experience in creating CRM campaigns
  • Email template creation
  • English is a must
  • Previous experience in using Braze is a plus
  • SQL knowledge is a plus

What will help you be successful in this role

  • Teamwork, adaptability, flexibility, and strong problem-solving.

What you already achieved

  • Previous experience in creating CRM campaigns and a strong technical knowledge of CRM tools


  • The opportunity to join the team of one of the most exciting divisions of Europe’s largest travel company

We can't wait to meet you!

People&Culture Team