At a Glance
- Tasks: Lead customer retention and engagement for exciting late-night venues using data-driven strategies.
- Company: Dynamic hospitality group focused on innovative marketing and customer experience.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with collaborative teams and exciting brand portfolio.
- Why this job: Make a real impact on customer experiences and drive revenue in a vibrant industry.
- 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 in London employer: Nightcap
Join a dynamic and innovative team as a CRM Manager in the vibrant late-night hospitality sector, where your expertise in customer retention and engagement will be valued. Our company fosters a collaborative work culture that prioritises employee growth, offering opportunities to develop your skills in a fast-paced environment while driving impactful marketing strategies across multiple brands. With a focus on data-driven decision-making and personalised customer experiences, you'll play a crucial role in enhancing guest satisfaction and maximising revenue, all within an exciting and rewarding workplace.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential employers on LinkedIn. You never know who might have the inside scoop on job openings or be willing to refer you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your CRM campaigns and results. This will give you an edge during interviews and demonstrate your hands-on experience.
✨Tip Number 3
Prepare for interviews by researching the company and its brands. Understand their customer base and think about how you can enhance their CRM strategy. Tailor your answers to show you’re the perfect fit for their needs.
✨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’s a great way to ensure your application gets noticed.
We think you need these skills to ace CRM Manager in 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 job description that excite you and how your skills align with our needs.
Be Data-Driven:Since this role is all about using data to improve customer engagement, include examples of how you've analysed campaign performance and made data-led decisions in your past roles. Numbers speak volumes!
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
✨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 role in developing automated customer journeys and how they improved engagement or repeat visits. Use metrics to back up your claims, like open rates or ROI, to show your impact.
✨Demonstrate Your Analytical Skills
Since this role requires strong analytical skills, be prepared to discuss how you've analysed campaign performance in the past. Talk about the tools you’ve used for reporting and how you’ve applied insights to optimise future campaigns. This will show that you're data-driven and results-oriented.
✨Be Ready to Collaborate
This position involves working across various teams, so be ready to discuss your experience in collaboration. Share examples of how you've worked with marketing, sales, or operations teams to achieve common goals. Emphasise your ability to thrive in a fast-paced, team-oriented environment.
