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- Tasks: Lead and optimise our CRM programme to boost guest engagement and revenue.
- Company: Join Warner Hotels, the UK's top provider of adult short break experiences.
- Benefits: Enjoy competitive salary, career growth, and a vibrant work culture.
- Why this job: Make a real impact on guest experiences through innovative CRM strategies.
- Qualifications: Experience in CRM management and expertise with Bloomreach required.
- Other info: Collaborative environment with opportunities to shape the future of guest engagement.
The predicted salary is between 36000 - 60000 £ per year.
CRM Manager
We are looking to recruit a CRM Manager who will be responsible for the strategic planning, execution and performance of our CRM programme; driving revenue, guest engagement, retention and lifetime value through best in class personalised, insight-led communications.
This new role is pivotal in optimising our investment in Bloomreach as a CDXP, ensuring that CRM becomes a strategic lever for commercial growth and guest experience.
Responsibilities
- Own & manage the CRM plan.
- Lead the development and delivery of the annual CRM plan, shaping segmented, personalized and insight-led campaigns and journeys aligned to key business objectives.
- Take a multi-channel approach (email, direct mail, SMS, WhatsApp), ensuring consistency of message and guest experience across all touchpoints.
- Embed CRM best practice into planning and creative, ensuring communications are always relevant, engaging, and on-brand.
- Define the framework for CRM toolkits and Bloomreach templates (day-to-day build owned by the CRM Executive).
Test & Learn
- Set the test-and-learn agenda for CRM, identifying hypotheses, priorities and commercial outcomes.
- Partner with the CRM & Loyalty Analyst on campaign performance, segmentation, and lifecycle optimisation – turning data into actionable insights.
- Monitor competitor activity and industry benchmarks to inform innovation and keep plans competitive.
Leveraging Bloomreach
- Act as business owner for Bloomreach CRM, ensuring the platform is fully utilised and future functionality is explored.
- Provide direction on automation, personalisation and guest journeys, with the Analyst and CRM Exec responsible for execution.
Measurement & Reporting
- Define CRM KPIs linked to business outcomes (retention, frequency, revenue uplift).
- Translate performance into clear insights and recommendations for the wider business.
- Ensure a clear feedback loop from campaign results into future planning.
Customer Journey & Collaboration
- Champion CRM\’s role within the end-to-end guest journey, ensuring CRM activity is integrated with loyalty and broader marketing plans.
- Collaborate cross-functionally to deliver best-in-class campaigns and guest experiences.
- Deputise for the head of function when required.
Governance & Suppliers
- Manage and mentor the CRM Executive, and work closely with the CRM & Loyalty Analyst, developing a joined-up, insight-driven team.
- Manage relationships with CRM suppliers to maximise value, ensuring effective governance, and optimising capabilities.
- Safeguard compliance with all relevant regulations and data privacy requirements.
- Stay ahead of CRM trends, channels, and technologies, bringing forward innovation opportunities for testing.
Qualifications
- Proven experience in best practice CRM management.
- Hands-on expertise with Bloomreach, including segmentation, journey design, template creation, and reporting – able to maximise platform functionality.
- Excellent communication and stakeholder management skills.
- Strong planner with good attention to detail and the ability to manage multiple initiatives simultaneously.
- Comfortable with data and commercially savvy.
- Guest focused with a strong understanding of customer lifecycles and a passion for enhancing and tailoring CRM experiences.
- Proven experience of managing CRM plans in a similar role and relatable industry.
- Experienced in building engaging CRM campaigns and lifecycles within Bloomreach.
- Experienced in data analysis, guest segmentation, and campaign performance tracking.
The UK\’s leading provider of adult short break experiences, Warner Hotels is a collection of unique properties in great locations across the UK. All short breaks at a Warner Hotel include breakfast, dinner and specified entertainment and activities, ensuring guests make the most of their time away. Situated in stunning locations nationwide including Heythrop Park in the Cotswolds, Studley Castle in Warwickshire, Thoresby Hall in Nottinghamshire and The Runnymede on Thames, each hotel offers its own personal character that makes every Warner Hotels stay unique.
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CRM Manager employer: Warner Hotels
Contact Detail:
Warner Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your best CRM campaigns and results. This will give you an edge during interviews and demonstrate your hands-on expertise with tools like Bloomreach.
✨Tip Number 3
Prepare for those interviews by researching the company and its CRM strategies. Be ready to discuss how you can optimise their investment in Bloomreach and drive guest engagement through personalised communications.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the CRM Manager role. Highlight your experience with Bloomreach and any relevant campaigns you've managed. 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 drive guest engagement and retention. Let us know what makes you the perfect fit for our team.
Showcase Your Data Skills: Since data is key in this role, don’t forget to mention your experience with data analysis and segmentation. We love candidates who can turn insights into actionable strategies, so share some examples!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Warner Hotels
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM best practices and have a solid understanding of Bloomreach. Be ready to discuss how you've used it in previous roles, especially in terms of segmentation and journey design. This will show that you can hit the ground running!
✨Showcase Your Data Savvy
Prepare to talk about your experience with data analysis and how you've turned insights into actionable strategies. Bring examples of how you've measured campaign performance and adjusted plans based on results. This will demonstrate your ability to drive revenue and guest engagement.
✨Be Multi-Channel Minded
Since the role involves a multi-channel approach, think about how you can ensure consistency across different platforms. Have examples ready of campaigns you've executed across email, SMS, and other channels, and how you maintained a cohesive message throughout.
✨Collaboration is Key
This role requires working closely with various teams, so be prepared to discuss your experience in cross-functional collaboration. Share specific instances where you’ve partnered with analysts or marketing teams to deliver successful campaigns, highlighting your communication skills and teamwork.