CRM & Loyalty Analyst NEW Posted today Hemel Hempstead

The UK’s leading provider of adult short break experiences, Warner Hotels is a collection of unique properties in great locations across the UK. All short breaks at a Warner Hotel include breakfast, dinner and specified entertainment and activities, ensuring guests make the most of their time away. Situated in stunning locations nationwide including Heythrop Park in the Cotswolds, Studley Castle in Warwickshire, Thoresby Hall in Nottinghamshire and The Runnymede on Thames, each hotel offers its own personal character that makes every Warner Hotels stay unique.

We are looking to recruit a CRM & Loyalty Analyst who will be the data and insights specialist within our growing CRM and Loyalty function. Working closely with both the CRM Manager and Loyalty Exec, this role will turn guest data into actionable insights that drive smarter campaigns, stronger propositions, and measurable commercial results.

The Analyst will own the reporting, measurement, and evaluation frameworks for our CRM and loyalty activity — ensuring we understand not just what happened, but why, and what to do next. From building dashboards and modelling uplift, to spotting new segmentation opportunities and interpreting test results, you’ll play a critical role in helping the team optimise activity across the guest lifecycle.

Key Responsibilities

• Build and maintain dashboards within Bloomreach to track CRM and loyalty performance, covering KPIs including bookings, revenue, conversion rates, guest retention, and lifetime value (LTV).
• Work within Bloomreach to analyse guest behaviour and data to uncover trends, segmentation opportunities, churn risks, and next‑best‑actions across the guest lifecycle.
• Support the design, tracking, and evaluation of CRM and loyalty campaigns and flows, ensuring outcomes are measured against commercial and guest experience objectives.
• Provide data‑backed recommendations for journey optimisations and proposition refinements.
• Use analytics tools (e.g. Bloomreach, GA4, Excel) to produce regular and ad‑hoc reporting for stakeholders from across the business.
• Work with the commercial finance team to model the business impact of CRM and loyalty initiatives, including uplift modelling, control groups, and incremental revenue analysis.
• Own the measurement framework for CRM and loyalty test‑and‑learn activity, supporting testing with statistical rigour.
• Ensure data quality, consistency, and compliance in CRM and loyalty databases, flagging risks and opportunities for improvement to the data team.
• Translate insights into clear, actionable recommendations for internal presentations and decision‑making.
• Stay up to date with analytical and CRM & Loyalty measurement best practice, recommending new approaches where appropriate (e.g. predictive analytics, guest lifetime modelling).

Knowledge, Skills & Experience

• Knowledge of CRM and loyalty performance metrics (e.g. retention, frequency, opt‑in rates, LTV).
• Proven track record of delivering data‑led recommendations that drive measurable commercial or customer outcomes.
• Strong analytical skills with experience in customer/marketing data analysis.
• Proven ability to build dashboards and reports using tools such as Bloomreach, GA4, Excel, SQL (or similar).
• Experience designing, tracking, and interpreting A/B and multivariate tests with statistical rigour.
• Ability to translate complex data into clear, actionable insights for non‑technical stakeholders.
• Strong attention to detail with a focus on data quality, consistency, and compliance.
• Commercially minded, with experience linking analytics to business outcomes and financial impact.
• Excellent communication skills, with confidence in presenting findings to different audiences.
• Proven experience in an analytical or insight role, ideally within CRM, loyalty, digital marketing or customer analytics.
• Hands‑on experience with CRM or CDP platforms. Bloomreach experience is strongly preferred.