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For Companies At a Glance
- Tasks: Lead CRM and loyalty strategy, crafting engaging guest communications and experiences.
- Company: Join a top UK hospitality brand known for its inclusive culture and innovative dining experiences.
- Benefits: Enjoy 25 days holiday, monthly dining allowance, team lunches, and discounts on lifestyle products.
- Why this job: Be part of a creative marketing team that values collaboration and personal growth.
- Qualifications: 5+ years in CRM and loyalty, ideally in hospitality or consumer brands; strong data and leadership skills.
- Other info: Opportunity to shape guest engagement strategies and work with a respected marketing department.
The predicted salary is between 60000 - 84000 £ per year.
Full-time | London
Salary | Up to £70,000
The Opportunity:
One of the UK’s best-loved hospitality brands, revered for blending food, design and heartfelt service into a uniquely powerful guest journey, is looking for a Senior CRM & Loyalty Manager to help deepen its connection with guests. Known for reimagining classic dining traditions through rich storytelling, this business has built a strong reputation for its inclusive, people-first culture and commitment to leadership development. This is a rare opportunity to join one of the most admired marketing teams in hospitality. The successful candidate will play a central role in shaping how the brand engages its community before, during and long after a visit by crafting data-led, emotionally intelligent communications and delivering a loyalty experience that reflects the brand’s values and drives long-term growth.
The Role:
Reporting into the Head of Guest Engagement and Growth, the Senior CRM and Loyalty Manager will lead the development and execution of CRM and loyalty strategy across both digital and in-venue channels. This position sits at the heart of a marketing department widely respected for its creative thinking and guest-first approach. The role combines strategic vision, imaginative storytelling and analytical rigour with hands-on delivery and collaboration across the business.
Key Responsibilities:
- CRM and Guest Journeys
- Lead the CRM and lifecycle marketing strategy across email, SMS and push notification channels.
- Own the campaign calendar and deliver relevant, timely communications that resonate with guests.
- Create automated journeys based on guest behaviour to increase retention and deepen emotional connection.
- Test, analyse and optimise content and messaging using performance data and insights.
- Collaborate with the wider marketing team to ensure CRM is integrated with broader campaigns, activations and openings.
- Loyalty Programme
- Design and deliver a scalable, insight-led loyalty programme that reflects the brand’s values and guest-centric vision.
- Ensure a seamless loyalty experience across all digital and in-venue guest touchpoints.
- Monitor participation, retention and guest lifetime value, using insights to continuously improve the offer.
- Support operational teams to understand and champion the programme, reinforcing it as a key part of the guest journey.
- Data and Insight
- Lead the CRM data strategy, ensuring ethical, compliant and insightful use of guest data.
- Translate data into meaningful insight to inform both marketing strategy and operational decisions.
- Partner with finance and data teams to build dashboards and reports that track performance, ROI and guest behaviour.
- Leadership and Collaboration
- Manage one direct report and external agencies, ensuring clarity, accountability and creative excellence.
- Work cross-functionally with teams in marketing, tech, operations and creative to ensure a cohesive guest experience.
- Play a leading role in one of the most innovative marketing departments in hospitality, championing collaboration and continuous improvement.
Candidate Profile:
This role would suit someone with at least five years of experience in CRM and loyalty, ideally within hospitality, lifestyle or consumer-facing brands. The successful candidate will bring a balance of strategic thinking and operational delivery, along with a deep understanding of how to connect data, creativity and guest experience to deliver commercial impact.
Required Experience:
- Proven ability to design and deliver high-performing CRM and loyalty strategies.
- Hands-on experience with platforms such as Salesforce, Braze or Klaviyo.
- Confident working with data to drive segmentation, personalisation and performance measurement.
- Excellent communication, leadership and project management skills.
- Experience managing external agencies, internal stakeholders and marketing budgets.
What’s on Offer:
- 25 days of holiday plus bank holidays, with extra days to mark life milestones.
- Monthly dining allowance to enjoy with friends and family.
- Weekly team lunches and regular social events.
- High-quality team meals when working in venue.
- A broad range of retail, lifestyle and wellbeing discounts.
- Support for ongoing personal and professional development.
- A values-led, collaborative culture in one of hospitality’s most celebrated marketing teams.
Contact Detail:
Troika Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior CRM & Loyalty Manager
✨Tip Number 1
Familiarise yourself with the latest trends in CRM and loyalty programmes, especially within the hospitality sector. Understanding what successful brands are doing can help you articulate your vision for the role during interviews.
✨Tip Number 2
Network with professionals in the hospitality marketing space. Attend industry events or webinars to connect with others who might provide insights or even referrals that could help you land this position.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to drive CRM strategies in previous roles. Be ready to discuss specific metrics and outcomes that demonstrate your impact.
✨Tip Number 4
Research the company’s current CRM and loyalty initiatives. Being able to discuss their existing strategies and suggest improvements can set you apart as a candidate who is genuinely interested and proactive.
We think you need these skills to ace Senior CRM & Loyalty Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and loyalty management, particularly within hospitality or consumer-facing brands. Use specific examples that demonstrate your strategic thinking and operational delivery.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the hospitality industry and your understanding of the brand's values. Mention how your skills align with the role and provide examples of successful CRM strategies you've implemented.
Showcase Data Skills: Emphasise your hands-on experience with CRM platforms like Salesforce, Braze, or Klaviyo. Include specific instances where you used data to drive segmentation, personalisation, and performance measurement in your previous roles.
Highlight Leadership Experience: If you have experience managing teams or collaborating with external agencies, make sure to highlight this in your application. Discuss how you foster collaboration and ensure creative excellence in your projects.
How to prepare for a job interview at Troika Recruitment
✨Showcase Your CRM Expertise
Make sure to highlight your experience with CRM platforms like Salesforce, Braze, or Klaviyo. Be prepared to discuss specific campaigns you've managed and the results they achieved, as this will demonstrate your hands-on knowledge and ability to drive performance.
✨Emphasise Data-Driven Decision Making
Since the role involves a strong focus on data strategy, come ready to discuss how you've used data to inform marketing strategies in the past. Share examples of how you've translated insights into actionable plans that improved guest engagement and loyalty.
✨Demonstrate Leadership Skills
As you'll be managing a direct report and collaborating with various teams, it's crucial to showcase your leadership abilities. Prepare examples of how you've successfully led projects or teams, and how you foster collaboration across departments.
✨Align with the Brand's Values
Research the company's culture and values thoroughly. During the interview, express how your personal values align with theirs, especially regarding guest experience and community engagement. This will show that you're not just a fit for the role, but also for the company as a whole.
