Head of CRM & Paid Media

Stonegate Group is the UK's largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld. We're proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms, including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive.

The Opportunity

As Head of CRM & Paid Media, you will be responsible for leading Stonegate's CRM, guest communications and customer lifecycle strategy delivery across all brands and MiXR. This role will own the development of a data driven, personalised guest communication programme through Bloomreach, using segmentation, automation, analytics and customer insight to drive retention, frequency, bookings and guest lifetime value. This role will play a critical part in the evolution of Stonegate's guest data strategy, including the integration of CRM, loyalty and digital touchpoints to create a more connected guest experience. The role also includes oversight of paid guest communication channels including management of the media agency and collaboration with brand team to ensure joined up targeting and audience strategy.

Key Responsibilities

• CRM Strategy & Delivery: Lead the development and execution of Stonegate's CRM and guest communications strategy across all brands and MiXR, ensuring activity supports wider commercial and brand objectives.
• Bloomreach Ownership: Own the ongoing optimisation and development of Bloomreach capabilities, including segmentation, automation, personalisation and reporting.
• Customer Lifecycle Marketing: Develop and optimise automated guest journeys across acquisition, onboarding, engagement, retention and win back programmes to drive frequency, bookings and customer lifetime value.
• Guest Segmentation & Personalisation: Deliver highly targeted and personalised communications across email, SMS, push notifications and other guest communication channels using behavioural, transactional and loyalty data.
• Guest Data Strategy: Work closely with Digital, Product and Insight teams to support the evolution of Stonegate's guest data strategy, helping create a more connected and actionable guest view across CRM, MiXR, websites and booking platforms.
• Loyalty & MiXR Communications: Support the ongoing development of guest engagement and loyalty communications through MiXR, ensuring CRM and loyalty activity work seamlessly together.
• Analytics & Insight: Use customer, campaign and booking data to identify opportunities, improve targeting, optimise performance and provide clear commercial insight and ROI reporting.
• Testing & Optimisation: Establish robust testing frameworks across subject lines, content, segmentation, send times, journeys and personalisation strategies to continuously improve performance.
• Deliverability & Governance: Ensure CRM best practice across deliverability, data quality, compliance, consent management and communication governance.
• Agency Management: Manage CRM and media agency relationships, ensuring clear objectives, strong performance management, prioritisation and delivery against agreed business outcomes.
• Paid Guest Communications Oversight: Oversee paid guest communication activity in collaboration with media agency and brand teams to ensure joined up audience targeting, campaign planning and customer messaging strategies.
• Budget Management: Manage budgets and support the planning and optimisation of guest communication investment to deliver measurable commercial return.

About You

• Hands on experience with Bloomreach is essential.
• Experience in a management position.
• Demonstrable knowledge in customer acquisition.
• Experience building automated lifecycle journeys at scale.
• Strong understanding of customer segmentation and behavioural targeting.
• Experience managing customer databases and data driven marketing strategies.
• Experience using customer insight and analytics to optimise communication performance.
• Understanding of CRM deliverability and data governance best practice.

What makes Stonegate a great place to work?

At Stonegate, we believe that when you feel your best, you do your best. That's why we're committed to supporting the health, happiness, and overall wellbeing of every team member. From lifestyle perks and flexible support to mental health resources, our benefits are designed to help you thrive, both in and out of work.

• 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year.
• Bonus Scheme.
• Access to discounted Private Medical Insurance through Vitality.
• Exclusive discounts on Dental Insurance.
• Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate.
• Life Assurance which gives access to your pay early via Stream.
• The Stonegate Xtra portal with access to a wide range of high street discounts and offers.
• Discounted access to David Lloyd membership.
• Award winning Learning & Development programmes to drive your career.

If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you.