CRM & Marketing Manager

Role Overview

As the CRM & Marketing Manager, you will play a key role in developing and delivering customer‑centric marketing initiatives across both digital and in‑restaurant touchpoints. You will own the email, push and loyalty campaigns, ensuring all campaigns are planned, executed and evaluated effectively. This role is perfect for someone ready to take ownership of our customer communications, develop their analytical skills and grow their career within a fast‑paced hospitality brand.

Key Responsibilities

• CRM & Loyalty
  • Build, schedule and optimise email and push campaigns, ensuring segmentation, personalisation and consistent brand voice.
  • Manage loyalty programme communications, performance tracking and activation campaigns.
  • Test and roll out initiatives to increase loyalty sign‑ups, engagement and in‑store redemption.
• Digital Marketing & Delivery
  • Manage content, offers and visibility across digital platforms (including web, app and social media).
  • Oversee presence on delivery platforms (i.e. Uber Eats), ensuring menus, imagery and promotions are accurate and optimised.
  • Track and report on competitor activity across digital and delivery platforms.
• Restaurant Marketing
  • Partner with Operations / store teams to deliver local promotions, seasonal campaigns and events.
  • Own the local store marketing (LSM) guide and toolkit and ensure it is regularly reviewed and updated.
• Customer Insights & Reporting
  • Analyse customer data, campaign results and loyalty metrics to identify trends and opportunities.
  • Produce regular reports on customer acquisition, retention and engagement performance.
  • Share insights with marketing and operations teams to improve future activity.
• General Marketing
  • Support the planning, coordination and delivery of the annual marketing calendar and budget.
  • Ensure all CRM, digital and restaurant‑level campaigns are aligned, on time and effectively communicated to stakeholders.
  • Support ad‑hoc marketing requests, activities and events.

Skills & Experience

• Degree in Marketing, or related field (or relevant work experience).
• 2+ years’ experience in marketing, CRM, or customer engagement (hospitality/retail experience a plus).
• Familiarity with CRM platforms (i.e. Acetol).
• Understanding of email, push, loyalty, and digital ordering best practices.
• Analytical mindset with ability to interpret campaign and sales data.
• Excellent communication skills in English; French language skills are a strong advantage.
• Highly organised, detail‑oriented, and confident managing a marketing calendar and multiple stakeholders.
• Passion for restaurants, hospitality, and creating great customer experiences.

Benefits

• 25 days holiday + bank holidays + extra day off for your birthday!
• Potential annual bonus
• 100% discount on food at Tortilla & Chilango
• An exciting staff socials diary of events ranging from summer socials, our annual conference, and famous Christmas parties and much more in between!
• Pension contribution
• Perkbox membership (access to 1000s of discounts & wellbeing programme)
• UK‑wide work travel (all expenses paid)

The Brand

Founded in October 2007, Tortilla is the UK’s largest fast‑casual Mexican restaurant group, offering a high‑quality, affordable, and freshly prepared California‑style Mexican menu. Tortilla was founded by Brandon and Jen Stephens after they identified a gap in the UK market for a high‑quality, fun, and affordable fast‑casual Mexican restaurant. We are committed to maintaining the authenticity of our ingredients and preparation methods – we do not have a single freezer on site! Following a period of impressive growth, we operate a multichannel order strategy that enables customers to enjoy our fast, filling, fresh food across dine in, self‑serve, take away, click & collect and delivery. This is supported by more than 65 Tortilla restaurants across the UK, 10 sites in Dubai and Saudi Arabia, 32 newly acquired sites in France and partnerships with leading delivery platforms.