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LONDON: Senior CRM Manager
Salary DOE

Mr & Mrs Smith’s West London headquarters has an opening for an experienced CRM practitioner to take charge of all aspects of our relationship marketing.

The successful candidate will be a rigorous and commercially minded strategic thinker, but won’t be afraid to roll their sleeves up and get involved in implementing the strategy they have helped shape.

You’ll be part of a small but dynamic marketing team, working collaboratively on both on- and offline campaigns with Smith’s development, sales and product teams, across four global regions.


  1. To shape our strategy across all our communication strands to ensure the best commercial outcomes and keep us ahead of the competition. You’ll craft a CRM strategy that both drives conversion and underpins the Smith brand experience.
  2. To coordinate and oversee the implementation of that strategy across our existing CRM programme, for both brand and commercial benefit, with the primary goal of boosting repeat bookings.



  • Managing and optimising our schedule of regular and one-off marketing comms and behaviourally triggered automated communications
  • Coordinating a programme of continuous improvement to both content and deliverability, increasing engagement and resultant revenue
  • Identifying new commercial opportunities from our evolving personalisation capabilities

Segmentation and personalisation

  • Identifying our most valuable customers and designing an approach to build long-term relationships with them across multiple channels
  • Developing our customer-segmentation strategy
  • Working closely with the sales and service teams to help shape a differentiated, value-based offering

Online and mobile platforms

  • Working closely with the product and UX/UI teams to ensure the customer journey across all platforms reinforces our aim to increase repeat bookings
  • Acting as marketing lead for the development of our Guestbook review functionality to improve visibility and engagement
  • Designing and implementing measures to increase our data-capture capabilities
  • Prioritising, managing and collaborating on new members’ functionalities to drive conversion


  • Management and optimisation of the membership strategy, product and loyalty scheme

Reporting and analytics

  • Reporting on all key CRM metrics on a monthly and annual basis
  • Shaping and maintaining a single-customer view of the data we collect
  • Using Google Analytics and our other data tools to generate action-orientated insights
  • Championing an analytics-driven culture within the marketing department
  • Managing customer-feedback channels and identifying insights and opportunities


  • At least three years’ experience in a senior relationship-marketing management role within a multi-channel organisation
  • A results-focused approach, with a proven record of generating revenue improvements
  • Excellent numeracy, with strong analytical capabilities
  • A willingness to take a hands-on approach to implementation
  • A collaborative approach, combined with initiative and proactivity
  • A ruthless ability to prioritise and complete high-impact projects
  • Confident and articulate communication skills

The following would be beneficial:

  • Experience of working across more than one market
  • An understanding of the travel and/or luxury sectors
  • A natural affinity with the Smith brand

To apply, please send a cover letter, CV and your salary expectations to before Friday 19 September.

Please note that we may be unable to respond to every application, and only CVs demonstrating the experience requested will be assured a response.


LONDON Travel Consultant

Mr & Mrs Smith’s high-flying global Travel Team has an opening for a smart and charismatic boutique hotel expert to join our Shepherd’s Bush office.

We’re looking for someone who combines a passion for hotels with the skills and experience to provide an exceptional level of service in a fun and fast-paced call-centre environment.

You'll need to be flexible, working a 37.5-hour working week on rotating shift basis, spread across seven days.

The successful candidate will have

  • A passion for boutique and luxury hotels
  • Excellent admin skills and meticulous attention to detail
  • The ability to work under pressure, to tight deadlines
  • Reservation experience (beneficial)
  • Sales experience, preferably in a call- or contact-centre environment

This is an excellent opportunity for an energetic, service-driven and motivated individual to join a successful team. To apply, please send your CV and a covering letter to before 30 September.


LONDON Member Service Consultant

Boutique hotel experts Mr & Mrs Smith are on the hunt for experienced customer-service and support professionals to fill new positions on our Shepherd’s Bush-based Travel Team, helping to ensure Smith customers have the best experience possible.
The role will require the successful candidate to work a 37.5-hour week, including Saturdays and Sundays. Rotating shift patterns mean that flexibility is essential.


  • Processing amendments and cancellations to member bookings and supporting the our Travel Team consultants with admin tasks
  • Responding to enquiries via email, live chat and social media
  • Answering all in-bound phone calls at weekends
  • Processing accommodation-only bookings for straightforward enquiries
  • Taking detailed briefs on behalf of Travel Team consultants for more complex requests
  • Handling customer queries and feedback over the weekend
  • Assisting hoteliers with booking-related queries and resolving any overbookings or rate-parity issues over the weekend
  • Providing ad hoc support to any current projects
  • Ensuring 24/7 emergency contact over the weekend


  • Mature outlook, with a professional attitude and a team-orientated approach
  • Ability to analyse and resolve difficult situations diplomatically
  • Excellent attention to detail, with great written and spoken communication skills
  • Confidence with learning new systems
  • Passion for travel (industry experience will be beneficial)

In short: if you're a confident, problem-solving people person, please send a covering letter explaining why you’re the perfect addition to Smith, along with your CV, to before 30 September
Please note: only successful applicants will be contacted for interview. No agencies, please.


LONDON: Managing editor

Mr & Mrs Smith has a rare opportunity for a managing editor to join our London team and oversee the smooth running of editorial departments across offices in West London, New York and Melbourne.

First things first: although some travel is likely, and hotel visits will be involved, this is not a role to undertake if you imagine yourself travelling across the world reviewing stylish luxury hotels from sun-kissed Thai islands. If, however, you’re excited by the thought of taking the editorial helm of a fast-moving travel passion brand, working alongside some of the most talented people in the industry, and assuming responsibility for every word we publish, online and off, then come on down; we’d like to meet you.

Working with our part-time editor-in-chief and group editor, the managing editor directly manages a team of five editors in London and remotely oversees two editors in New York and one in Melbourne. You’ll be working on a varied and ever-changing roster of editorial projects, so your organisational and diplomatic skills will need to be as evident as your editorial flair.

Skills and experience

  • 5+ years’ experience in editorial, ideally including travel
  • An instinctive grasp of Mr & Mrs Smith’s informative but irreverent voice
  • A laser-precise focus on spelling, grammar, house style and tone, supported by demonstrable subbing experience
  • A professional background in digital publishing (and, ideally, print)
  • Experience of writing for ecomms, including enewsletters, etc
  • A talent for producing sharp, witty and persuasive marketing copy
  • Experience of managing a team of in-house and freelance staff, with all the diplomacy and objectivism that entails
  • Strong communication skills with people of all levels – you should know how to get your voice heard
  • Detailed knowledge of social media and building a credible brand in the social sphere
  • A calm, unflappable demeanour in the face of unrealistic deadlines and seemingly insurmountable problems
  • A fast-learning, problem-solving, DIY approach


Bonus points for:

  • Experience working for large-scale ecommerce sites
  • Detailed knowledge of boutique hotels worldwide
  • Working knowledge of html, Photoshop and InDesign


  • Coordinating the workflow of the EMEA editorial office and monitoring workload of regional teams
  • Liaising with directors and senior management teams to determine editorial strategy and provide an editorial perspective on site development and new product launches
  • Managing the timely launch of hotels on and, including writing and editing hotel overviews, and uploading using our in-house CMS
  • Maintaining the global voice of the Smith brand, incorporating a sensitivity to regional idiom
  • Developing and implementing social-media strategy across Mr & Mrs Smith and Smith & Family, including Twitter, Facebook, Google+, Pinterest and Instagram, ensuring prompt responses to queries and complaints
  • Liaising with commercial, hotel support and marketing departments to coordinate hotel launches and coverage via ecomms, blog, social and press
  • Working closely with marketing on campaign planning and execution
  • Writing and editing copy across all Smith sites, including homepages, booking pages, bespoke landing pages, specialist microsites and more, delegating tasks as appropriate
  • Overseeing copywriting for EMEA marketing campaigns and member newsletters, online and off, and monitoring regional campaigns for quality and tone
  • Writing and editing content including features for external press, blogs and online publications, as well as marketing materials such as press releases, and working with the CEO/CTO on interviews, columns and industry comment
  • Acting as an ambassador for the Smith brand.

As Smith’s current managing editor is leaving in September, we’re ideally looking for someone to step into the role asap. If this sounds like you, please email with a CV, cuttings, and cover letter explaining why we’d be mad not to offer you the position.


LONDON: Internships at Mr & Mrs Smith

Mr & Mrs Smith has ongoing internship programmes for UK residents in a number of departments at our London office, and we’re always interested in hearing from bright, motivated and travel-savvy students and graduates eager to dip their toes in the boutique-hotel world.

Placements are available in the following departments:

We are on the hunt for a motivated applicant to join Smith's commercial department for a two-month full-time placement. The role would best suit someone who is detail-focused, tech-confident and interested in gaining insight into the travel industry.

The succesful applicant will help contribute to the smooth operation of the commercial team, with particular focus on maintaining Mr & Mrs Smith's competitiveness in price and availability online. For this, excellent communication by email and phone and strong interpersonal skills are required. Other tasks may include assistance in research of curation trips, which entails mapping prospective hotels as well as gaining information on their suitability for the collection.

We’re looking for a proactive and motivated intern to work with us on a full-time placement for up to two months. This exciting role will support our PR team and would best suit someone with stellar written and spoken communication skills and first-class attention to detail. Tasks will include updating press contacts, compiling press clippings, sourcing images for the web and print features, and general travel industry research. You will also assist with ongoing marketing projects involving our brand partnerships, including our prestigious events, high-profile promotions, membership schemes and the sales of our hotel guidebooks.

We have a seasonal intern placement available from October 2013 for an ambitious Excel whizz at the beginning of their accounts career. The placement lasts a minimum of six weeks (possibly more) and may include raising and distributing invoices, allocating payments, data input and a variety of adhoc admin tasks. It’s the ideal opportunity for someone with a little financial experience who’s eager to learn more about invoicing and credit control in a fast-paced travel business.

Online marketing
Our busy online marketing department is looking for interns who can commit to a minimum of two months, either full-time or part-time. Working at the vangard of marketing technology, you'll be assisting with our global paid-search accounts, as well as undertaking research and competitor analysis. This internship will give you a broad understanding of key online marketing channels and insight into how successful campaigns are built. We need someone who isn't afraid of spreadsheets and working with data, and the internship would be perfect for someone looking to forge a career in this exciting and rapidly growing area.

Travel Team
This internship, lasting two to three months, gives you the chance to work alongside our boutique hotel experts, at the frontline of Mr & Mrs Smith. You will be representing our brand to our members, assisting with taking calls, be actively involved with our online booking service, delivering our highly regarded after-sales service, and making sure every detail is taken care of so that our members are guaranteed the perfect Smith stay.

We're interested in hearing from bright, web-savvy would-be wordsmiths with an interest in travel and ambitions to work in journalism and web and print publishing. Interns will be with our  editorial team full-time for two–four weeks (depending on their availability), assisting with the creation of insider travel content for our website and travel blog, and learning about all aspects of writing and editing. An English degree would be highly beneficial, and any experience subbing or proofreading would be useful – as would familiarity with WordPress or similar software.

We’re on the prowl for someone who’s enthusiastic, friendly and looking for all-round office experience. Duties will include helping with picture editing, answering and redirecting calls, arranging meetings and general office administration: updating databases, keeping track of stock and ensuring the day-to-day maintenance of the Smith office. There’ll also be plenty of opportunities to assist other departments.

If you’re interested in any of the opportunities above, please send your CV and a cover letter outlining your skills and availability to, specifying which role you are interested in the subject line.


MELBOURNE: Internships at Mr & Mrs Smith

Mr & Mrs Smith Asia Pacific is on the hunt for switched-on interns to assist our small yet dynamic team in Melbourne. We’re always keen to hear from enthusiastic students and graduates who have an interest in travel and are looking to break into the fields of marketing, PR, journalism and publishing.

Placements are currently available in the following departments:

PR & marketing
We’re looking for a motivated intern to work with us on a full-time placement for a minimum of two months. This exciting role will involve working closely with our marketing and PR departments and would best suit someone with stellar written and verbal communication skills. Tasks will include updating press contacts, compiling press clippings, sourcing images for the web and print features, and general travel industry research. You will also assist with ongoing projects involving our brand partnerships, including our prestigious events, high-profile promotions, membership schemes and the sales of our hotel guidebooks.

We're keen to find a business analayst with training wheels on to assist our MD and Management Accountant. The role could be part-time over an extended period, or full-time for a shorter time. Key tasks include: analysis of customer purchase data to establish clearer patterns of behavior – inputting to marketing strategy; analysis of external market dynamics in new and emerging markets for Mr & Mrs Smith in Asia Pacific – inputting to market development strategy; analysis of internal processes and productivity with a view to find better and more cost-effective ways of working – inputting to operational strategy; analysis of opportunities within the hotel channel for new services and marketing extensions – inputting to b2b strategy. Candidates will likely be MBA or Commerce students or graduates with a predilection for all the things that excite us: boutique travel, style, great customer service, brand passion and working with smart, generous, driven fellow professionals. They will be literate in business-case modelling, clear strategic thinkers and all-round clever people. 

The search is on for a savvy intern with a flair for writing and web-based publishing to assist our editorial department. This placement is available ideally for five days a week, over two to three months, and will offer a great introduction to the world of boutique hotels, travel writing and both print and online editing. You’ll assist our team with a variety of tasks, including researching and fact-checking insider travel content, providing administrative support and writing short pieces for press and our award-winning website. An English, journalism or communications degree would be highly beneficial, as would familiarity with InDesign and WordPress or similar software.

Hotel partnerships
We are on the hunt for a motivated applicant for the newly created Hotel Partnerships intern position on a part-time placement for a minimum of two months. This exciting role will involve working closely with our Hotel Relations department and would best suit someone who is detail-focused, tech-confident, and interested in gaining insight into the travel industry. Tasks will include destination and hotel research, trip planning and administrative support. You will also have the chance to assist the team with marketing/PR communications, data analysis and reporting.

If you’re interested in any of the opportunities above, please send your CV and a cover letter outlining your skills and availability to, specifying which role you are interested in the subject line. Please note that although these are not paid internships, we will cover daily expenses up to $20.