Hand Picked Hotels
CRM Optimisation Consultant
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Hand Picked Hotels
Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group which has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.
Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day.
Hand Picked Hotels are committed to protecting the environment for a sustainable future, and all of our hotels have received the ‘Green Tourism’ accreditation. A Recognition of our progress in reducing energy use and waste, supporting biodiversity, and sourcing responsibly from local and ethical partners.
Role: CRM Optimisation Consultant
We are looking for an experienced CRM Optimisation Consultant to accelerate the commercial performance of our CRM programme, to enable us to have better use of customer data, technology and insight.
This is a short term 3-month project role, which will be ideally located in our Corporate Office in Central London.
About the role and responsibilities:
This is a hands-on assignment with a clear commercial focus. You will review our existing CRM activity, customer data and Bloomreach Engagement set-up, identify the highest-value opportunities and move quickly from diagnosis to delivery.
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Working closely with our Senior CRM & Loyalty Executive and wider Digital Marketing team, you will implement customer journeys, strengthen performance measurement and leave behind the practical tools, processes and capability needed for sustained optimisation.
You will also evaluate whether Bloomreach remains the right platform for our future requirements, providing an evidence-based recommendation ahead of our renewal decision.
- A rapid audit of current CRM activity, customer journeys, segmentation, database use, measurement, customer data and Bloomreach configuration.
- A prioritised roadmap focused on commercial value, customer impact, delivery effort and technical dependencies.
- A clear performance baseline and practical reporting framework covering engagement, bookings, revenue, conversion, repeat behaviour and customer value.
- A defined number of high-value, automated and measurable customer journeys, designed and implemented alongside the internal team.
- Resolution or clear prioritisation of the data, integration, identity, configuration and automation barriers that materially affect performance.
- Practical training, documentation and knowledge transfer that enable the internal team to confidently manage and optimise activity after handover.
- A clear recommendation on whether to renew and optimise Bloomreach or consider an alternative, supported by platform fit, costs, risks and implementation implications.
About you:
- Significant experience in CRM, lifecycle marketing or customer engagement, with a strong focus on measurable commercial outcomes.
- Strong hands-on expertise in Bloomreach Engagement is essential to be considered for this role.
- A proven record of identifying, building and optimising automated customer lifecycle journeys.
- Experience using customer data and segmentation to improve conversion, retention, repeat purchase and customer value.
- A strong understanding of CRM measurement, attribution and commercial performance reporting.
- The ability to interrogate data, integrations and CRM configuration sufficiently to identify issues and define what needs to change.
- Strong copywriting skills, a good eye for design and meticulous attention to customer communications.
- Confidence using AI tools to support planning, content development, analysis and productivity, with sound judgement and quality control.
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It would be advantageous if you also have:
- Experience evaluating CRM, marketing automation or customer data platforms.
- Previous CRM experience within hotels, travel or hospitality.
What is in it for you:
- Competitive salary package – pro rata for length of the contract.
- Access to wellbeing support through our Employee Assistance Programme.
- Colleague discounts on hotel stays, food & drink, and annual loyalty rewards.
- Access to retail and wellness discounts via our online benefits platform.
- A welcoming, inclusive culture where long-term friendships and diversity are celebrated.
Apply now
If you are an experienced CRM specialist who enjoys combining strategic thinking with hands-on delivery, we would love to hear from you.
Please apply with your CV and a short summary of relevant Bloomreach, lifecycle optimisation and commercial CRM experience.
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