For Lighthouse Social & Sæl Spa – Understand member data and behavior and how members are engaging, what they’re interested in e.g. events and F&B behaviors, where engagement might be dropping off, and how we can use that insight to support retention and overall membership value.

Segmentation & Personalisation

• Develop meaningful audience segmentation based on customer behavior, interests, engagement, and value.
• Deliver increasingly personalized communications, offers, and recommendations.
• Develop CRM beyond email, using the most appropriate channels and touchpoints to reach customers.
• Ensure communications feel joined-up, relevant, and consistent with Fulham Pier and associated owned brands.

Insight & Optimisation

• Establish clear KPIs and reporting, with a strong focus on commercial performance.
• Work with tech team to strengthen our data – identifying and rectifying data gaps, etc.
• Analyze customer behavior to understand what drives visitation, spend, repeat behavior, and lapse.
• Run a structured program of testing and optimization across audiences, messaging, timing, offers, and channels.
• Turn insight into practical recommendations for the wider business – Particularly helping value our database for sponsors and partners.

Data & Collaboration

• Champion high-quality first-party data capture across Fulham Pier's customer touchpoints.
• Work closely with Digital, Data, and Technology colleagues on CRM capability, integrations, and data quality.
• Translate customer and commercial needs into clear use cases that help prioritize future technology development.
• Make pragmatic and effective use of existing tools and data while our CRM capability continues to evolve.
• Ensure responsible use of customer data and compliance with relevant data protection and consent requirements.

Knowledge, Experience & Skills

Essential

• Approx 5 years relevant experience in CRM, lifecycle, retention, or customer marketing, or equivalent experience including demonstrable ownership of strategy, customer journeys, and delivering commercially accountable campaigns.
• Proven ability to use CRM to drive commercial outcomes including revenue, repeat purchase, and retention.
• Experience developing customer journeys, segmentation, and targeted campaigns.
• Strong understanding of customer data and the ability to translate insight into action.
• Experience using CRM or marketing automation platforms and delivering automated or triggered journeys.
• Strong analytical skills with experience measuring conversion, customer behavior, and campaign effectiveness.
• A test-and-learn mindset and experience of ongoing campaign optimization.
• Commercially curious, proactive, and comfortable identifying opportunities as well as responding to briefs.
• Strong stakeholder management skills. Confidence working across Marketing, Commercial, Operations, Digital, Data, and Technology.
• Good understanding of data protection, consent, and responsible customer data use.

Desirable

• Experience in hospitality, leisure, entertainment, retail, or another experience-led consumer business.
• Experience using CRM to drive physical visitation as well as digital conversion.
• Experience with loyalty, membership, premium hospitality, or subscription propositions.
• Experience across multiple CRM channels - email, SMS, app/push, paid media audiences, or website personalization.
• Familiarity with customer value approaches such as recency, frequency, and value segmentation.
• Experience working with multiple data sources such as bookings, EPOS, Wi-Fi, ticketing, or membership systems.

Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.

To Apply

Please send your CV along with a cover letter to people@fulhampier.com