Whitbread
CRM - Marketing Manager - Service
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We’re looking for a CRM Marketing Manager to design, implement, optimise and automate service and transactional CRM communications that enhance the guest experience and support long-term revenue growth for Premier Inn. This role will play a key part in delivering timely, relevant and personalised communications across the guest journey — from booking confirmation through to post-stay.
You’ll lead CRM initiatives that improve the post-booking experience, helping guests feel informed, prepared and supported throughout their stay. Working closely with Digital Product, F&B, ancillaries, digital, data and ecommerce stakeholders, you’ll shape customer-centric communications that protect conversion, reduce complaints and support commercial objectives.
Role: CRM Marketing Manager
Contract Type: FTC until August 2027
Location: Whitbread Court, Dunstable
Why You’ll Love It Here
- Healthcare: Family BUPA healthcare
- 10% matched pension
- Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
- Annual Incentive of up to 20% Bonus
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Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll be doing:
- You’ll design, implement and manage automated service journeys across CRM channels, including booking confirmations, pre-stay communications, in-stay or reactive hotel messaging and post-stay follow-ups.
- You’ll collaborate with digital, data and Tech teams to define the data and triggers needed to deliver these journeys effectively through CRM systems.
- You’ll own and improve service communications, ensuring messaging is clear, consistent, high quality and customer-focused. This includes supporting emerging opportunities around online check-in and in-stay communications, communicating operational issues clearly to guests, and using segmentation to reach the right customers at the right time.
- You’ll also monitor and analyse performance across CRM journeys and automations, delivering A/B and multivariate testing across timing, channels, content and segments. Using performance insights, guest behaviour and feedback, you’ll continuously optimise messaging to improve engagement, conversion and overall guest experience.
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What you’ll need:
- Strong knowledge of CRM strategy, automation, platforms and workflows.
- Experience using leading CRM platforms, CDPs or CEPs such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign.
- Strong experience delivering automated journeys and a good understanding of transactional and service messaging.
- Good analytical background as well as data-driven and confident leading, mentoring and influencing stakeholders to deliver customer and commercial outcomes.
- Experience with campaign analysis and Adobe Analytics
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