Senior Customer Marketing Manager

Reporting to the Head of Marketing, the Senior Customer Marketing Manager will lead the UK customer growth agenda and integrated customer marketing calendar.

They will ensure all marketing activity is planned through a clear Get, Grow, Keep framework: acquiring new customers, growing customer value and retaining existing customers.

This is a senior planning and leadership role, responsible for translating commercial priorities into joined-up marketing plans across product launches, seasonal campaigns, loyalty, CRM, partnerships, paid media, social, digital and in-store channels.

The role will help move the marketing team from channel-led execution to integrated, growth-led planning, ensuring activity is customer-led, commercially focused, operationally deliverable and measured against clear business outcomes.

• Key accountabilities include: Integrated customer marketing planning
• Own and lead the integrated customer marketing calendar across annual, quarterly and monthly horizons.
• Translate commercial objectives into prioritised marketing plans across CRM, loyalty, partnerships, social, paid media, digital and in-store activity.
• Ensure all activity is structured around Get, Grow, Keep and aligned to measurable customer behaviour and business outcomes.
• Customer growth across Get, Grow, Keep
• Develop plans that support awareness, consideration, trial, new customer acquisition and purchase.
• Identify opportunities to grow customer frequency, attachment, spend, product mix and category participation.
• Ensure the calendar includes activity to retain active customers, reduce lapse and reactivate customers who have become less engaged.
• Commercial and cross-functional leadership
• Work closely with Commercial, Food & Beverage Development, Operations, Brand and channel owners to prioritise the highest-value opportunities.
• Set clear objectives, priorities and performance expectations for channel owners, ensuring teams contribute to shared growth priorities rather than isolated channel plans.
• Act as a senior point of coordination across Marketing, Commercial, Food & Beverage Development, Operations and external agencies.
• Measurement and optimisation
• Establish clear KPIs and measurement plans for major marketing activity linked to Get, Grow, Keep outcomes.
• Lead post-campaign reviews, identifying what worked, what should be scaled, and what should be improved or stopped.
• Champion a test-and-learn approach across propositions, messaging, channels, audiences and formats.
• The Senior Customer Marketing Manager will combine commercial judgement, customer empathy and strong planning discipline.

They will be comfortable leading cross-functional work, making prioritisation choices and connecting customer insight, trading priorities and marketing execution into one coherent plan., Significant experience in customer marketing, integrated marketing planning, CRM, loyalty, retail marketing, hospitality, FMCG or multi-site consumer environments.

• Strong understanding of customer growth levers, including acquisition, frequency, attachment, retention, reactivation and customer value.
• Proven ability to translate commercial priorities into clear marketing plans, briefs, channel requirements and measurement frameworks.
• Experience working across multiple channels, including CRM, loyalty, paid media, social, digital, partnerships and in-store activity.
• Strong stakeholder leadership skills, with the ability to align Brand, Commercial, Operations, Food & Beverage Development, agencies and channel owners.
• A commercially curious mindset, comfortable using trading performance, customer insight and campaign data to make better decisions.
• Excellent communication, planning and prioritisation skills, with the ability to operate at pace while maintaining clarity and quality.

The Caffè Nero operates around 1,000 coffee houses in the UK, the Republic of Ireland, the US, Poland, Cyprus, Turkey, the Middle East and Sweden and is Europe's leading independent premium coffee house.

Now employing circa 10,000 employees, since we opened in 1997 we have been providing exceptional, hand-crafted Italian coffee and fresh, high-quality food to customers seeking an authentic, Italian experience.

The UK Caffè Nero Group comprises of Caffè Nero UK, Harris + Hoole, FCB Coffee, 200 Degrees and Coffee#1.

We are looking for a Senior Customer Marketing Manager at Caffè Nero.

The role is based at our offices in Covent Garden, Central London., Caffè Nero is a company with a very special culture and an open and friendly style of working.

It operates at pace and is a high-energy, invigorating environment.

It attracts people with warmth and a positive outlook who genuinely enjoy working with people.

Whichever country you're in, Caffè Nero has a culture in which close-knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.

Being part of the Caffè Nero Team

• A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are currently working a minimum of 3 days a week in the office).
• Access to our benefits platform, giving discounts at the touch of a button.
• 25 days holiday per annum (plus bank holidays), rising with service.
• Bonus scheme.
• 50% employee discount on handcrafted drinks and 40% employee discount on food.
• Private medical care through Vitality.
• Medicash (cash plan healthcare scheme).
• Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
• Free hand-crafted drinks whilst you're in the office - in your first week you'll have Barista training, so you'll know how to make the very best Caffè Nero coffee.
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