ECRM & Loyalty Executive in Newcastle upon Tyne

What makes the perfect pub? It’s great ales, delicious food, a welcoming atmosphere, and the warm welcome from a team that’s at the heart of everything we do.

The Inn Collection Group is a multi-award-winning pubs with rooms company, proudly located in some of the most outstanding destinations across the North of England and Wales.

At ICG, we deliver exceptional hospitality by living and breathing our core values of respect, customer focused, warmth, and honesty, all with the goal of Making people happy through heartfelt hospitality.

How we say thank you!

• Celebrate your birthday with an extra paid holiday.
• Build your future with support from our development programmes.
• Take the time you need to rest and recharge; Paid Breaks are on us.
• Enjoy 50% off food at any of our Inns
• Relax with a stay at any of our Inns during January, February, and March for just £1.
• Take advantage of the chance to explore our beautiful locations, with 1/3 off room bookings all year round.
• Experience a spontaneous trip away with £50 on same day bookings
• It’s not just for you—your loved ones can enjoy 15% off bed and breakfast too!
• 24/7 confidential support is always there when you need it with our Employee Assistance Programme
• Contribute to a company that gives back through our Give-inn back scheme
• Join an award-winning team recognised as the Best Pub Employer at the Publican Awards.
• Enjoy the convenience of free on-site parking
• Flexible working and work from home opportunities

Rooted in the North, our support hub at Quorum Business Park in Newcastle serves as a central space where all our departments come together to collaborate and innovate.

Located in a thriving business community, it reflects our strong connection to the region while providing a modern, dynamic environment to drive our collective success.

You'll Fit Right Inn

The e CRM & Loyalty Executive will play a key role in the day-to-day delivery of The Inn Collection Group's CRM, email marketing and loyalty programmes.

Working closely with the e CRM & Loyalty Manager and wider marketing team, the role will support the delivery of engaging and effective customer communications across email and the Inn Crowd app.

The role will be responsible for building campaigns, supporting loyalty activity, maintaining accurate customer communications and providing regular reporting to support campaign optimisation.

This role is suited to a highly organised and detail-focused marketing professional who is looking to develop specialist expertise in CRM, email marketing, customer data and loyalty.

• Key Accountabilities & Responsibilities
• ECRM & Email Marketing
• Build and schedule email and app marketing campaigns in line with the CRM and wider marketing calendar.
• Support the delivery of newsletters, promotional campaigns, loyalty communications and customer lifecycle communications.
• Create email audiences and segments based on agreed campaign requirements.
• Support customer segmentation to ensure relevant and targeted communications are delivered to the appropriate audiences.
• Carry out campaign QA and testing to ensure emails are accurate, correctly displayed and functioning before deployment.
• Testing of subject lines, content and campaign approaches.
• Email content creation, including copy, subject lines, calls-to-action and campaign content.
• Work with the e CRM & Loyalty Manager to build and maintain automated customer journeys.
• Support email data uploads and data preparation where required.
• Ensure all campaigns are delivered in line with brand guidelines and CRM best practice.
• Reporting & Data
• Complete monthly data capture and reporting for email and app activity.
• Support campaign reporting and monitor key performance metrics.
• Produce regular reports to support the identification of trends and opportunities.
• Complete weekly site-level email data capture and reporting.
• Support the maintenance of accurate and up-to-date customer data.
• Assist with audience and data queries to support CRM activity.
• Loyalty & App Support
• Support the day-to-day administration of the Inn Crowd loyalty programme.
• Assist with the setup, testing and creation of loyalty perks and offers.
• Create and maintain supporting assets for loyalty perks and promotions.
• Support the delivery of loyalty campaigns across email and app channels.
• Build and schedule app push notifications.
• Manage and respond to customer queries received through the app marketing inbox.
• Support the creation and delivery of app and loyalty communications.
• Assist with app content and promotional updates.
• Campaign & Creative Coordination
• Create and manage briefs for the graphic design team.
• Coordinate the creation of assets required for CRM, email and loyalty activity.
• Ensure campaign assets are supplied in the correct format and within agreed deadlines.
• Support the communication of new app, email and loyalty promotions to relevant internal teams.
• Collaboration
• Work closely with the e CRM & Loyalty Manager to deliver CRM and loyalty activity.
• Collaborate with the wider marketing team to ensure CRM activity supports wider marketing campaigns.
• Support communications to sites and internal teams regarding app, loyalty and email initiatives.
• Work with Customer Relations and other relevant teams to ensure accurate customer communications.
• Support ad hoc CRM and loyalty projects where required.
• Key Skills & Attributes
• Highly organised with excellent attention to detail.
• Strong written communication and copywriting skills.
• Comfortable managing multiple campaigns and deadlines.
• Strong interest in CRM, email marketing, loyalty and customer engagement.
• Good understanding of customer segmentation and targeted marketing.
• Confident working with data and reporting.
• Methodical approach to campaign testing and quality assurance.
• Proactive and willing to learn new systems and platforms.
• Comfortable working collaboratively across multiple teams.

Experience & Requirements

Essential

• Experience in a marketing, email marketing, CRM or digital marketing role.
• Experience using an email marketing or CRM platform.
• Experience building and sending marketing campaigns.
• Strong copywriting and communication skills.
• Experience using Excel and other Microsoft Office programmes.
• Excellent attention to detail.
• Ability to manage multiple tasks and deadlines.

Desirable

• Experience with customer segmentation and audience creation.
• Experience supporting loyalty programmes or customer retention activity.
• Experience with app marketing or push notifications.
• Experience within hospitality, leisure, retail or another customer-focused industry.
• Basic understanding of customer data and campaign performance reporting.
• Development Opportunities
• This role provides the opportunity to develop specialist expertise across:
• CRM and email marketing
• Customer data and segmentation
• Automated customer journeys
• Loyalty marketing
• App marketing and customer engagement
• Campaign testing and optimisation
• Reporting and customer insight

There is a clear progression opportunity towards a Senior e CRM & Loyalty Executive role, with increased responsibility for campaign ownership, CRM planning, journey development, segmentation strategy, loyalty promotions and CRM platform expertise.