Sphere Digital Recruitment Group
CRM & Loyalty Manager - 12 month FTC
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CRM & Loyalty Manager | Hospitality
12 month FTC
4 days office
£60,000+
We’re looking for an experienced CRM & Loyalty Manager to join a hospitality group on an interim 12-month contract. This is a great opportunity to take ownership of the CRM programme, improve the quality and automation of customer communications, and help drive commercial performance. You’ll be a mix of strategic thinker and hands-on doer. You’ll help create communications that inspire guests, bring the different hotels and experiences to life, encourage repeat visits and ultimately build stronger, longer-term customer relationships.
A bit about the role
- Own the CRM communications strategy, campaign calendar and delivery plan, aligned to commercial priorities, customer needs and brand objectives.
- Plan, brief, create, build and deliver BAU email campaigns, working with internal and external partners where required.
- Own the quality of CRM communications, ensuring copy, imagery, design, proposition and targeting work together to reflect a premium hospitality experience.
- Develop segmentation and personalisation strategies that use customer insight to improve relevance, engagement, repeat visits and customer lifetime value.
- Own CRM reporting and analysis, providing clear visibility of campaign and lifecycle performance, bookings, revenue, conversion, engagement, repeat behaviour and customer value.
- Review current CRM activity, customer journeys, database use, customer data and platform capability, prioritising improvements according to commercial value, customer impact and delivery effort.
- Own CRM activity supporting the company's membership and loyalty proposition and contribute to its ongoing development.
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- Minimum 5 years' experience in CRM, lifecycle marketing or loyalty, with demonstrable ownership of a BAU email and CRM programme.
- Strong experience within premium/luxury hospitality, travel or a lifestyle brand.
- Strong understanding of how CRM can build brand desire, tell compelling stories and drive commercial performance.
- Excellent copywriting and editorial judgement, with a strong eye for design and attention to detail.
- Hands-on experience using a sophisticated CRM or marketing automation platform. Experience with Bloomreach Engagement is strongly preferred.
- Confident using AI tools to support CRM planning, content development, analysis and productivity, with strong judgement and quality control.
- A confident stakeholder manager who is comfortable working hands-on across strategy, creative, development, execution, analysis and optimisation.
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