At a Glance
- Tasks: Lead CRM and paid media strategies to enhance guest communication and retention.
- Company: Join Stonegate, a leader in the hospitality industry with a focus on innovation.
- Benefits: Enjoy 25 days leave, bonuses, discounts, and career development opportunities.
- Other info: Dynamic role with significant growth potential in a collaborative environment.
- Why this job: Make a real impact on guest experiences through data-driven marketing strategies.
- Qualifications: Proven digital marketing experience, especially in CRM and Bloomreach.
The predicted salary is between 60000 - 80000 £ per year.
As Head of CRM & Paid Media, you will be responsible for leading Stonegate's CRM, guest communications and customer lifecycle strategy delivery across all brands and MiXR. The role will own the development of a data-driven, personalised guest communication programme through Bloomreach, using segmentation, automation, analytics and customer insight to drive retention, frequency, bookings and guest lifetime value. This role will play a critical part in the evolution of Stonegate's guest data strategy, including the integration of CRM, loyalty and digital touchpoints to create a more connected guest experience. The role also includes oversight of paid guest communication channels including management of the media agency and collaboration with brand team to ensure joined-up targeting and audience strategy.
Responsibilities
- CRM Strategy & Delivery: Lead the development and execution of Stonegate's CRM and guest communications strategy across all brands and MiXR, ensuring activity supports wider commercial and brand objectives.
- Bloomreach Ownership: Own the ongoing optimisation and development of Bloomreach capabilities, including segmentation, automation, personalisation and reporting.
- Customer Lifecycle Marketing: Develop and optimise automated guest journeys across acquisition, onboarding, engagement, retention and win‑back programmes to drive frequency, bookings and customer lifetime value.
- Guest Segmentation & Personalisation: Deliver highly targeted and personalised communications across email, SMS, push notifications and other guest communication channels using behavioural, transactional and loyalty data.
- Guest Data Strategy: Work closely with Digital, Product and Insight teams to support the evolution of Stonegate's guest data strategy, helping create a more connected and actionable guest view across CRM, MiXR, websites and booking platforms.
- Loyalty & MiXR Communications: Support the ongoing development of guest engagement and loyalty communications through MiXR, ensuring CRM and loyalty activity work seamlessly together.
- Analytics & Insight: Use customer, campaign and booking data to identify opportunities, improve targeting, optimise performance and provide clear commercial insight and ROI reporting.
- Testing & Optimisation: Establish robust testing frameworks across subject lines, content, segmentation, send times, journeys and personalisation strategies to continuously improve performance.
- Deliverability & Governance: Ensure CRM best practice across deliverability, data quality, compliance, consent management and communication governance.
- Agency Management: Manage CRM and media agency relationships, ensuring clear objectives, strong performance management, prioritisation and delivery against agreed business outcomes.
- Paid Guest Communications Oversight: Oversee paid guest communication activity in collaboration with media agency and brand teams to ensure joined‑up audience targeting, campaign planning and customer messaging strategies.
- Budget Management: Manage budgets and support the planning and optimisation of guest communication investment to deliver measurable commercial return.
Qualifications
- Significant experience in digital marketing – specialising in CRM.
- Hands‑on experience with Bloomreach is essential.
- Experience in a management position.
- Media experience preferred.
- Line management experience essential.
- Demonstratable knowledge in customer acquisition.
- Experience building automated lifecycle journeys at scale.
- Strong understanding of customer segmentation and behavioural targeting.
- Experience managing customer databases and data‑driven marketing strategies.
- Experience using customer insight and analytics to optimise communication performance.
- Understanding of CRM deliverability and data governance best practice.
Benefits
- 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year.
- Bonus Scheme.
- Access to discounted Private Medical Insurance through Vitality.
- Exclusive discounts on Dental Insurance.
- Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate.
- Life Assurance which gives access to Help @ Hand.
- Access to your pay early via Stream.
- The Stonegate Xtra portal with access to a wide range of high street discounts and offers.
- Discounted access to David Lloyd membership.
- Award winning Learning & Development programmes to drive your career.
Head of CRM & Paid Media Head of CRM & Paid Media employer: Stonegate Group
Stonegate is an exceptional employer that prioritises employee growth and development, offering award-winning Learning & Development programmes to enhance your career in the dynamic field of CRM and digital marketing. With a vibrant work culture that values innovation and collaboration, employees enjoy generous benefits including 25 days of annual leave, a bonus scheme, and exclusive discounts, all while working in a role that significantly impacts guest experiences across multiple brands. Located in a thriving environment, Stonegate fosters a supportive atmosphere where creativity and data-driven strategies come together to drive success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM & Paid Media Head of CRM & Paid Media
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a role like Head of CRM & Paid Media. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Get your personal brand on point! Update your LinkedIn profile to reflect your skills in CRM and digital marketing. Share relevant content, engage with industry discussions, and showcase your expertise to attract potential employers.
✨Tip Number 3
Prepare for interviews by practising common questions related to CRM strategies and data-driven marketing. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of CRM & Paid Media Head of CRM & Paid Media
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of CRM & Paid Media role. Highlight your experience with CRM strategies, data-driven marketing, and any hands-on work with Bloomreach. We want to see how your skills align with our needs!
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 Stonegate's guest communication strategy. Let us know what excites you about this role!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you've driven retention, bookings, or customer lifetime value. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can't wait to hear from you!
How to prepare for a job interview at Stonegate Group
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM strategies, especially with Bloomreach. Familiarise yourself with its features like segmentation and automation, as you’ll need to demonstrate how you can leverage these tools to enhance guest communications.
✨Showcase Your Data Skills
Prepare to discuss your experience with data-driven marketing. Be ready to share specific examples of how you've used analytics to optimise campaigns and improve customer engagement. Highlight any successful automated lifecycle journeys you've built.
✨Understand the Guest Experience
Research Stonegate’s brands and their guest communication strategies. Think about how you can create a more connected guest experience through CRM and loyalty programmes. Bring ideas to the table that show you understand their audience.
✨Be Ready for Collaboration
This role involves working closely with various teams, including digital and product. Prepare to discuss how you’ve successfully collaborated in the past, particularly in managing agency relationships and aligning strategies across departments.
