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- Tasks: Lead CRM strategies to enhance guest relationships and drive engagement.
- Company: Join a vibrant London-based hospitality business focused on guest experience.
- Benefits: Enjoy 25 days holiday, food perks, and a supportive team culture.
- Why this job: Make a real impact in a creative environment that values personal growth.
- Qualifications: 5+ years in CRM roles, ideally within hospitality or consumer brands.
- Other info: Opportunity to mentor a growing team and collaborate across departments.
The predicted salary is between 43200 - 72000 £ per year.
We are working with a London-based hospitality business who are looking for a strategic and creative Senior CRM & Loyalty Manager to help shape how they build lasting guest relationships—both online and in their venues.
This is an exciting opportunity to reimagine how the company engage with their guests through CRM and loyalty—creating thoughtful, personal communications that drive connection and commercial impact.
You’ll lead the development and execution of CRM and loyalty strategies across the business. You’ll blend data insights with creative storytelling to build journeys and campaigns that are timely, relevant, and emotionally resonant.
What You’ll Be Doing- Develop and deliver CRM and lifecycle strategies across email, SMS, and push notifications.
- Manage the CRM campaign calendar, ensuring communications are well-timed and meaningful.
- Build automated, behaviour-based guest journeys to increase repeat visits and drive emotional engagement.
- Use testing and experimentation to continuously improve performance.
- Collaborate with marketing, creative, and operations teams to align CRM with broader campaigns and initiatives.
- Lead the creation of a loyalty proposition that builds genuine guest retention and reflects brand values.
- Design a seamless experience across digital and in-venue channels.
- Monitor participation, performance, and lifetime value to evolve the programme based on insight.
- Own the CRM data strategy, ensuring responsible and compliant data collection and usage.
- Turn complex guest data into actionable insights across departments.
- Build reporting dashboards to track key CRM and loyalty KPIs.
- Partner with finance to understand and improve ROI.
- Lead and mentor a growing CRM & Loyalty function, with both internal and external resources.
- Manage agency relationships and oversee budgets, timelines, and output.
- Work cross-functionally to ensure the guest experience is consistent and cohesive at every touchpoint.
- Deeply guest-focused—you think in terms of journeys and experiences, not just campaigns.
- At least 5 years’ experience in CRM and loyalty roles, ideally in hospitality, lifestyle, or consumer brands.
- Proven success delivering CRM and loyalty strategies that perform commercially and emotionally.
- Experienced with platforms such as Braze, Salesforce, or Klaviyo.
- A blend of strategic thinking and hands-on delivery, with strong stakeholder and budget management skills.
- Collaborative, curious, and excited by the opportunity to make a real impact.
- 25 days’ holiday, plus bank holidays and additional time off for key company events.
- Generous food and drink perks when working in our venues.
- Monthly allowance to share the experience with friends and family.
- Regular team events and a welcoming, purpose-driven culture.
- Ongoing support for personal and professional development.
- A collaborative team environment that values creativity, care, and growth.
If you're passionate about guest experience and ready to take ownership of CRM and loyalty in a growing business, we’d love to hear from you.
Customer Loyalty Manager employer: COREcruitment Ltd
Contact Detail:
COREcruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Loyalty Manager
✨Tip Number 1
Familiarise yourself with the latest trends in CRM and loyalty strategies, especially within the hospitality sector. This knowledge will help you speak confidently about innovative ideas during interviews.
✨Tip Number 2
Network with professionals in the hospitality industry, particularly those who have experience in CRM roles. Attend relevant events or join online forums to build connections that could lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of successful CRM campaigns you've managed in the past. Highlight how your strategies improved guest engagement and retention, as this will demonstrate your capability for the role.
✨Tip Number 4
Research the company’s current CRM practices and think of ways you could enhance their approach. Presenting these ideas during your interview can show your proactive attitude and genuine interest in the position.
We think you need these skills to ace Customer Loyalty Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and loyalty roles, especially within hospitality or consumer brands. Use specific examples that demonstrate your success in delivering strategies that have both commercial and emotional impact.
Craft a Compelling Cover Letter: In your cover letter, express your passion for guest experience and how you can contribute to the company's goals. Mention your strategic thinking and hands-on delivery skills, and provide examples of how you've successfully managed CRM campaigns in the past.
Showcase Your Data Skills: Since the role involves turning complex guest data into actionable insights, be sure to mention any experience you have with CRM platforms like Braze, Salesforce, or Klaviyo. Highlight your ability to monitor performance and evolve programmes based on data insights.
Demonstrate Collaboration: The job requires working cross-functionally with various teams. Include examples in your application that showcase your collaborative skills and how you've successfully aligned CRM strategies with broader marketing initiatives.
How to prepare for a job interview at COREcruitment Ltd
✨Showcase Your Guest-Centric Mindset
Emphasise your understanding of guest journeys and experiences during the interview. Share specific examples of how you've previously enhanced customer relationships through CRM strategies, demonstrating your deep focus on guest satisfaction.
✨Highlight Your Data-Driven Approach
Discuss your experience with data analysis and how you've used insights to inform CRM strategies. Be prepared to explain how you turn complex data into actionable insights that drive engagement and loyalty.
✨Demonstrate Your Collaborative Spirit
Since the role involves working cross-functionally, illustrate your ability to collaborate with various teams. Share instances where you've successfully partnered with marketing, creative, or operations teams to achieve common goals.
✨Prepare for Scenario-Based Questions
Anticipate questions that may ask how you would handle specific challenges in CRM and loyalty management. Think about potential scenarios related to guest engagement and be ready to discuss your strategic approach to resolving them.