Hotel Chocolat
Customer Relationship Management Executive
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As part of our mission to make people happy through chocolate, we’re looking for a Marketing Executive – CRM to join our CRM team.
As the CRM Executive, you’ll be responsible for planning and delivering targeted multichannel strategies and campaigns that drive value from our database of over 3 million customers. You’ll work closely with our platform provider, Ometria, to ensure campaigns are creative, data-driven, and executed efficiently across all channels. Your efforts will help build lasting and profitable customer relationships through personalised and engaging CRM communications.
As well as a competitive salary and company benefits, you’ll receive 50% discount on all products, and a delicious 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
Here at Hotel Chocolat, we've adopted a hybrid working pattern where appropriate. For this role, it means working 2-3 days onsite with the remaining days spent working remotely, from home or wherever you like! The on-site location for this role is our Head Office ‘Mint House’ in Royston, Hertfordshire, our home since 1994; just off the A505, ten minutes’ walk from Royston Train station and commutable from London Kings Cross.
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What You’ll Be Doing…
- Develop CRM communication strategies across direct to consumer channels including email, SMS, App Push and Direct Mail to drive incremental behaviour among specific customer segments.
- Manage the end-to-end development of CRM campaigns, including calendar management, creative briefs, data insights, audience selections, and channel execution with Ometria.
- Be an Ometria super user, leveraging its full potential to optimise omnichannel communications.
- Produce campaign reports to analyse performance, uncover insights, and recommend improvements.
- Collaborate with Campaign, Product, Insights, and other internal teams to align CRM activity with wider business goals.
- Implement a test-and-learn approach to continually refine and optimise campaigns.
- Collaborate with the Loyalty team to deliver a positive experience to our VIP.ME members and grow customer retention, frequency and lifetime value.
Who You Are…
- You have 2+ years of CRM experience in an ecommerce or retail environment.
- Experience working with Ometria or similar customer marketing platforms (CMPs).
- Strong understanding of CRM KPIs and experience delivering CRM strategies.
- You’re a strong communicator and can build effective relationships across different teams.
- You’re enthusiastic, self-motivated, and adaptable to a fast-paced business environment.
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Who We Are…
We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol, and our pioneering drinking chocolate system, the Velvetiser™.
A cacao pod takes years to grow – it can’t be rushed if it’s going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.
Now, we’re market leaders in the industry. What began as an online-only business grew to 165 stores across the UK, and we’re still growing… Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers, and suppliers all benefit from the success we make together.
To learn more about us and read about our People Pledge – our commitment to equality, diversity, and inclusion – click here: hotelchocolat.com/uk/engaged-ethics/our-people.html
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