Head of CRM

About us

We are champions of rail, inspired to build a greener, more sustainable https://www.thetrainline.com/terms/sustainability-faqs future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. 

Great journeys start with Trainline 🚄 

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. 

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. 

ABOUT THE ROLE

As Trainline continues to mature in the UK and international markets, our retention strategy is becoming increasingly important. CRM is a core growth lever, delivering personalised, data-driven experiences across owned channels to drive incremental monthly active customers (iMAC), transaction frequency and lifetime value.

Reporting to the Growth Director, you’ll lead a multi-disciplinary, multi-geo CRM function across the full customer lifecycle. You’ll bring clarity, pace and strong leadership, taking full ownership of CRM performance and setting a high bar for impact and accountability.

This role is ideal for someone with deep experience in the travel and accommodation sector within a fast-paced, tech-first, high-growth environment. The ideal candidate will have a strong customer mindset and a proven track record of growing and evolving CRM functions.

WHAT YOU WILL DO 🚄

- Own and deliver iMAC, transaction frequency and lifetime value from CRM, driving retention and repeat...