At a Glance
- Tasks: Lead customer retention and engagement strategies for exciting late-night venues.
- Company: Dynamic hospitality group focused on innovative customer experiences.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced, collaborative environment with a focus on creativity and results.
- 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 35000 - 45000 € 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 Manager in City of Westminster employer: Nightcap PLC
Join a dynamic and innovative team in the late-night hospitality sector, where your expertise as a CRM Manager will be valued and rewarded. We foster a collaborative work culture that prioritises employee growth, offering opportunities to develop your skills in a fast-paced environment while driving customer engagement and retention across multiple exciting brands. With a focus on data-driven strategies and personalised communications, you'll play a pivotal role in enhancing guest experiences and maximising customer lifetime value, all within a vibrant and supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in City of Westminster
✨Tip Number 1
Network like a pro! Get out there and connect with people in the hospitality and marketing sectors. Attend industry events, join relevant online groups, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your previous CRM campaigns and successes. Highlight how you’ve used data and segmentation to drive results. This will give potential employers a clear picture of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company’s current CRM strategies and customer engagement tactics. Bring ideas to the table on how you could enhance their efforts. This shows initiative and that you’re genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are proactive and take the time to engage with us directly. Plus, it gives you a better chance to stand out from the crowd!
We think you need these skills to ace CRM Manager in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the CRM Manager role. Highlight your experience in customer retention, email marketing, and data-driven strategies. We want to see how you've used your skills to drive results in previous roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about CRM and how you can contribute to our exciting late-night hospitality venues. Be sure to mention specific examples of your past successes in similar roles.
Show Off Your Analytical Skills:Since this role is all about data, don’t shy away from showcasing your analytical prowess. Include any relevant metrics or KPIs you've worked with in your application. We love seeing how you've used data to improve campaign performance!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Nightcap PLC
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM trends and tools. Brush up on your knowledge of customer lifecycle marketing, segmentation, and personalisation strategies. Being able to discuss specific examples of how you've used data to drive engagement will impress the interviewers.
✨Showcase Your Analytical Skills
Prepare to talk about your experience with analysing campaign performance. Bring examples of how you've reported on key metrics like open rates and ROI. Highlight any A/B testing you've conducted and the insights gained from those tests to demonstrate your data-driven approach.
✨Demonstrate Your Campaign Management Skills
Be ready to discuss how you’ve planned and executed successful CRM campaigns across various channels. Share your experience managing timelines and approvals, and how you ensure consistency in messaging across different brands. This shows you can handle the fast-paced environment they’re looking for.
✨Emphasise Collaboration and Communication
Since this role involves working across multiple teams, highlight your collaborative experiences. Talk about how you’ve worked with marketing, sales, and operations teams to achieve common goals. Showing that you can communicate effectively and work well with others will be key to your success.
