At a Glance
- Tasks: Lead CRM strategy and customer engagement for exciting late-night venues.
- Company: Dynamic hospitality group focused on customer retention and growth.
- Benefits: Competitive salary, flexible hours, and opportunities for professional development.
- Other info: Fast-paced, collaborative environment with multiple brands to work across.
- Why this job: Make a real impact on customer experiences and drive business success.
- Qualifications: Experience in CRM, email marketing, and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
We're looking for a commercially driven CRM Manager to lead customer retention, engagement and lifecycle marketing across a portfolio of exciting late-night hospitality venues. This role would suit someone with experience in CRM, email marketing, customer lifecycle marketing or retention-focused marketing, who enjoys using data, segmentation and personalised communications to drive repeat visits, bookings and revenue growth.
You’ll play a key role in developing CRM strategy across multiple brands, building automated customer journeys, improving customer engagement and identifying opportunities to increase repeat business and customer lifetime value.
What you’ll be doing
- Driving CRM performance & customer retention
- Developing and delivering CRM and customer lifecycle strategy across multiple brands
- Building customer journeys across acquisition, engagement, retention, reactivation and loyalty
- Using CRM activity to drive repeat visits, bookings, event sales and spend per head
- Identifying opportunities to improve customer lifetime value through more targeted communications
- Using automation to improve customer experience and campaign efficiency
Customer segmentation & personalisation
- Building and refining customer audiences using behavioural, transactional and engagement data
- Creating targeted campaigns based on visit behaviour, booking history, location, spend patterns and customer preferences
- Developing personalised CRM campaigns and automated journeys to improve engagement and repeat visits
- Identifying high-value, lapsed and at-risk audiences and building targeted retention plans
- Continuously testing and improving segmentation and campaign performance
Campaign planning & delivery
- Planning and executing CRM campaigns across email, SMS and automated journeys
- Delivering engaging and commercially focused communications aligned to key trading periods and campaigns
- Managing campaign timelines, approvals and delivery with strong attention to detail
- Working closely with marketing teams to ensure messaging is consistent across all customer touchpoints
- Supporting wider business campaigns, venue activity and promotional launches
Data, reporting & optimisation
- Analysing campaign performance, customer behaviour and audience trends
- Reporting on key CRM metrics including open rates, click-through rates, conversion, repeat bookings and ROI
- Using insight and testing to improve campaign performance and customer journeys
- Managing A/B testing across subject lines, content, offers and send times
- Maintaining customer data integrity and GDPR compliance across all CRM activity
- Exploring opportunities to use AI and automation tools to improve efficiency and personalisation
Working across teams & brands
- Collaborating with brand, digital marketing, social media, sales and operations teams
- Supporting venue performance and wider commercial priorities through CRM activity
- Working with external CRM or data platform partners where required
- Helping contribute to a collaborative, commercially focused and fast-paced marketing team
What we’re looking for
- Experience in CRM, email marketing or customer lifecycle marketing
- A strong understanding of segmentation, personalisation and retention strategy
- Experience building automated customer journeys and targeted CRM campaigns
- Strong analytical skills and confidence reporting on campaign performance and ROI
- Comfortable managing multiple campaigns, brands or priorities at once
- Strong attention to detail and organisational skills
- Experience with CRM and email marketing platforms
- A good understanding of GDPR and customer data best practice
- Someone who enjoys working in a fast-paced, collaborative and commercially focused environment
You’ll do well in this role if you are
- Commercially minded and motivated by results
- Data-led and confident using insight to improve performance
- Proactive and good at spotting opportunities
- Customer-focused and passionate about improving guest experience
- Collaborative and comfortable working across multiple teams
- Organised and able to manage a busy campaign schedule
- Comfortable working at pace across multiple brands and priorities
CRM & Lifecycle Marketing Lead | Multi-Brand Growth in City of Westminster employer: Nightcap PLC
Join a dynamic and innovative team in the late-night hospitality sector, where your expertise in CRM and lifecycle marketing will be valued and nurtured. We offer a vibrant work culture that encourages collaboration and creativity, alongside opportunities for professional growth and development. With a focus on data-driven strategies and personalised customer experiences, you'll play a pivotal role in enhancing guest engagement and driving revenue across multiple exciting brands.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Lifecycle Marketing Lead | Multi-Brand Growth in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your CRM campaigns and results. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions related to CRM and lifecycle marketing. Be ready to discuss your experience with data analysis and campaign optimisation – it’s your time to shine!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it makes it easier for us to keep track of your application.
We think you need these skills to ace CRM & Lifecycle Marketing Lead | Multi-Brand Growth in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role. Highlight your experience in CRM, email marketing, and customer lifecycle strategies. We want to see how your skills align with our needs!
Showcase Your Data Skills:Since this role is all about using data to drive results, don’t shy away from showcasing your analytical skills. Include examples of how you've used data to improve campaign performance or customer engagement.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about CRM and how you can contribute to our multi-brand growth. We love seeing enthusiasm and creativity!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Nightcap PLC
✨Know Your CRM Inside Out
Make sure you brush up on your CRM knowledge before the interview. Understand the latest trends in customer retention and lifecycle marketing, especially in the hospitality sector. Be ready to discuss how you've used data and segmentation in past roles to drive engagement and revenue.
✨Showcase Your Campaign Successes
Prepare specific examples of successful CRM campaigns you've led. Highlight your analytical skills by discussing metrics like open rates, conversion rates, and ROI. This will demonstrate your ability to not only plan but also optimise campaigns effectively.
✨Demonstrate Your Collaborative Spirit
Since this role involves working across multiple teams and brands, be ready to share experiences where you've successfully collaborated with others. Talk about how you’ve worked with marketing, sales, or operations teams to achieve common goals and improve customer experiences.
✨Be Ready to Discuss Automation and AI
With a focus on improving efficiency and personalisation, be prepared to discuss how you've used automation tools in your previous roles. Share any insights on how AI can enhance CRM strategies, as this shows you're forward-thinking and tech-savvy.
