At a Glance
- Tasks: Lead CRM strategies to boost customer retention and engagement across exciting late-night venues.
- Company: Dynamic hospitality group focused on innovative customer experiences.
- Benefits: Competitive salary, vibrant work culture, and opportunities for professional growth.
- Other info: Collaborative team atmosphere with a focus on creativity and results.
- Why this job: Make a real impact in a fast-paced environment while enhancing guest experiences.
- 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 Manager - London employer: Nightcap PLC
Join a dynamic and innovative team in the heart of London, where your expertise as a CRM Manager will directly influence customer engagement and retention across a vibrant portfolio of late-night hospitality venues. We pride ourselves on fostering a collaborative work culture that values creativity and data-driven decision-making, offering ample opportunities for professional growth and development. With a focus on personalisation and automation, you'll be empowered to make a significant impact while enjoying the unique advantages of working in one of the world's most exciting cities.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager - London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the hospitality industry. Attend events, join online forums, and don’t be shy about reaching out 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 CRM campaigns and successes. This is your chance to demonstrate how you’ve driven customer engagement and retention in previous roles. Make it visually appealing and easy to digest!
✨Tip Number 3
Prepare for interviews by practising common questions related to CRM strategies and data analysis. Think about specific examples from your past experiences that highlight your achievements. Confidence is key, so rehearse until you feel ready to impress!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to reflect your passion for CRM and how you can contribute to our exciting venues. Let’s make it happen!
We think you need these skills to ace CRM Manager - London
Some tips for your application 🫡
Show Off Your CRM Skills:Make sure to highlight your experience in CRM, email marketing, and customer lifecycle strategies. We want to see how you've used data and segmentation to drive results in previous roles, so don’t hold back!
Personalise Your Application:Just like we focus on personalised communications for our customers, tailor your application to us! Mention specific aspects of the role that excite you and how your skills align with our needs.
Be Data-Driven:Since this role is all about using data to improve performance, include examples of how you've analysed campaign metrics and made data-led decisions in your past work. Show us you're comfortable with numbers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
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 managed. 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 closely with various teams, be ready to share experiences where you've collaborated successfully. Talk about how you’ve worked with marketing, sales, or operations teams to achieve common goals, and how you can bring that collaborative mindset to their team.
✨Be Ready to Discuss Automation and AI
With the increasing importance of automation in CRM, be prepared to discuss any experience you have with automated customer journeys or AI tools. Share insights on how these technologies can enhance customer experience and campaign efficiency, showing that you're forward-thinking and tech-savvy.
