At a Glance
- Tasks: Lead customer retention and engagement strategies for exciting late-night venues.
- Company: Dynamic hospitality group focused on innovative marketing.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with collaborative teams and exciting challenges.
- 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 using Access CRM or other hospitality CRM platforms would be highly advantageous
- 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 Support Office
Nightcap is an exceptional employer that values creativity and collaboration, offering a dynamic work culture where employees can thrive. With flexible hybrid working arrangements and a focus on employee growth, team members are encouraged to develop their skills while contributing to unforgettable festive experiences. Located in vibrant cities like Cardiff, Manchester, Leeds, Birmingham, and Bristol, Nightcap provides a unique opportunity to engage with diverse clients and make a lasting impact during the holiday season.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in City of Westminster
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Nightcap Support Office and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Nightcap Support Office are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Nightcap Support Office on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Nightcap Support Office. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace CRM Manager in City of Westminster
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Nightcap Support Office. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Nightcap Support Office:Show us that you’ve done your homework! In your application, briefly mention what you admire about Nightcap Support Office’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Nightcap Support Office
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Nightcap Support Office will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Nightcap Support Office, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
