Senior Global Loyalty & CRM Manager

At Costa Coffee, we’re on a mission to reimagine coffee experiences across the globe. From bustling cities to local communities, we’re creating meaningful coffee moments, powered by innovation and driven by purpose. As a proud part of the Coca-Cola system and working hand in hand with our pioneering partners, we’re in over 50 countries and counting. Whether it's served in-store, from a machine, at home, or on the go, every cup is thoughtfully crafted by our passionate teams who put heart into every moment. Our teams truly make a difference. Whether it's pioneering new tech for the perfect pour, launching award-winning campaigns, developing exciting new menu items, or supporting our people to grow – together, we stir up success.

Join our market-leading Global Loyalty and CRM Digital team where data, creativity, and commercial impact come together to shape exceptional customer experiences. In this role, you’ll leverage deep consumer insights, best practice and performance data to define and deliver both short- and long-term CRM strategies across global loyalty programmes, with a strong focus on growing the Club in UK and Ireland. You’ll lead the development of insight-driven customer strategies and highly personalised campaigns that increase adoption, drive revenue, and build lasting engagement and loyalty. We value curiosity, inclusivity, and a problem‑solving mindset. If you thrive in a fast‑paced, global environment and are excited to make a meaningful impact, we encourage you to apply.

With inspiring experiences, development programmes, and our apprenticeship scheme, your career can grow far beyond the day‑to‑day.

What you’ll do

• Lead CRM strategy to drive growth: Develop and deliver customer engagement strategies that increase frequency, spend, and overall loyalty performance through insight‑led, measurable plans.
• Own and execute the Global CRM roadmap: Create and deliver targeted CRM campaigns (annual, quarterly, weekly) that grow the loyalty base and generate incremental revenue.
• Champion optimisation and global best practice: Embed a test‑and‑learn approach, continuously improving campaign performance while scaling successful CRM models across key markets.
• Align stakeholders and drive accountability: Partner cross‑functionally to ensure CRM is central to commercial success, with clear reporting, insights, and performance tracking.
• Lead teams, partners, and budgets: Manage agencies, budgets, and a high‑performing team to deliver personalised, data‑driven campaigns on time and with maximum ROI.

Who you are

• Demonstrated success designing and delivering global CRM and loyalty campaigns, with a deep understanding of consumer behaviour, data, and performance metrics.
• Strategic, insight‑driven thinker: Brings strong analytical capability with proven experience developing customer strategies and segmentation programmes that deliver clear commercial impact.
• Commercially astute and results‑focused: Strong grasp of how to drive revenue through CRM, translating data into actionable plans that maximise ROI and business growth.
• Influential communicator, collaborator, and story‑teller: Confident engaging and influencing stakeholders at all levels, simplifying complex insights into clear, compelling narratives.
• Agile leader and team player: Highly organised, detail‑oriented, and adaptable, with proven experience managing teams, agencies, and multiple priorities in a fast‑paced environment.

So, why Costa?

We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression, and integrity—with some brilliant perks to sweeten the deal. We work in a hybrid environment, giving us the flexibility to balance life while still spending meaningful time together and building strong connections:

• Own a piece of Costa’s success by becoming a share owner in Coca‑Cola with our Share Investment Plan (SIP).
• An annual discretionary bonus scheme, based on business results and individual contribution.
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%.
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure.
• 50% discount in all Costa-owned stores, and 25% off in other participating stores.
• Private medical cover thanks to our Private Healthcare scheme.

Location - Where you’ll work: Right now, our Support Centre teams work flexibly, blending home working with in‑person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas. We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in‑person to bring our bold ambition to life.

We believe in living life with heart – and that starts with our people. By showing up as our authentic selves, we create a culture where everyone belongs. We celebrate diversity in all its forms and are committed to building an equitable and inclusive environment—one that embraces the unique blend of experiences, identities, and perspectives each person brings. This rich diversity strengthens our teams and reflects the spirit of our global brand. Grounded in our core values—Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players — strive to make a meaningful impact in everything we do.