Customer Marketing & CRM Manager

About Creams Café

At Creams, we're passionate about creating unforgettable dessert experiences that keep our guests coming back for more.

With cafés across the UK and a growing loyalty community, we're entering an exciting phase of growth. We're now looking for a commercially minded Customer Marketing & CRM Manager to join our team and help drive guest acquisition, engagement, retention and frequency across the entire customer journey.

Reporting directly to the CMO, this is a unique opportunity to combine brand marketing, CRM, loyalty and customer insight into one highly visible role.

The Role

As Customer Marketing & CRM Manager, you'll own the planning, delivery and optimisation of marketing activity across the full guest journey, from awareness and first visit through to loyalty and repeat purchase.

You'll lead the execution of national campaigns, support exciting product launches, work closely with franchise partners on local marketing initiatives and manage our CRM and loyalty communications programme.

We're looking for someone who enjoys balancing creativity with commercial thinking and who gets just as excited by campaign performance as they do by campaign ideas.

What You'll Be DoingBrand Marketing

• Deliver the annual marketing calendar across all customer touchpoints.


• Execute integrated campaigns across cafés, CRM, delivery platforms, digital and social channels.


• Support new product launches, promotions and seasonal campaigns.


• Manage POS development, print production and campaign implementation.


• Ensure brand consistency across all guest-facing communications.


• Work with franchise partners to support local marketing activity.


• Identify partnership opportunities that drive awareness and footfall.


• Manage external agencies and suppliers.

CRM & Loyalty

• Own the customer communications calendar.


• Plan and deliver CRM campaigns across Email and Push channels.


• Manage automated customer lifecycle journeys, including: Welcome/ Acquisition/ Retention/Reactivation/Birthday/VIP/ loyalty tiers


• Utilise customer segmentation to improve engagement and frequency.


• Support the ongoing growth and optimisation of the Creams loyalty programme.


• Execute promotional campaigns aligned to commercial objectives.


• Monitor CRM performance and identify opportunities for improvement.

Commercial Performance & Insights

• Measure and report on campaign effectiveness.


• Analyse customer behaviour, loyalty performance and campaign ROI.


• Produce regular performance dashboards and reports.


• Use customer insights to optimise marketing effectiveness.


• Support initiatives that increase transactions, frequency and average spend.

Project Management

• Manage multiple campaigns simultaneously.


• Coordinate activity across Operations, IT, Procurement and Franchise Support teams.


• Ensure campaigns launch accurately and on schedule.


• Maintain marketing calendars and project plans.


• Share results and recommendations with key stakeholders.

About You

You'll likely have experience within hospitality, QSR, retail, leisure or another multi-site consumer business and be comfortable operating across both brand marketing and CRM.

You'll bring:

• 9+ years' marketing experience.


• Experience delivering integrated marketing campaigns.


• Strong CRM and customer lifecycle marketing experience.


• Loyalty programme knowledge.


• Strong analytical and reporting skills.


• Excellent project management and organisational skills.


• Commercial awareness and understanding of ROI.


• Experience using CRM or marketing automation platforms.


• Strong stakeholder management skills.


• A positive, hands-on approach and a willingness to roll up your sleeves.

Experience We'd Love to See

• Hospitality, QSR or retail marketing.


• Loyalty programme management.


• Email marketing and customer segmentation.


• CRM platforms such as Airship, Acteol or similar.


• Local marketing and franchise support.


• Partnerships and brand collaborations.


• Google Analytics and campaign reporting.

Why Join Creams?

At Creams, you'll have the opportunity to make a genuine impact on a well-loved UK brand. You'll work in a fast‑paced, entrepreneurial environment where ideas are welcomed, collaboration is encouraged and success is celebrated together.

If you're passionate about customer marketing, loyalty and creating campaigns that drive real commercial results, we'd love to hear from you.