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- Tasks: Lead CRM strategy and loyalty programmes to enhance customer engagement and retention.
- Company: Join Wingstop, a rapidly growing brand known for its flavour and culture.
- Benefits: Enjoy competitive salary, annual bonuses, enhanced leave, and private healthcare.
- Why this job: Shape customer experiences and drive brand loyalty in a vibrant, youth-focused environment.
- Qualifications: 5 years in CRM or loyalty marketing with a strong data-driven mindset.
- Other info: Flexible work culture with excellent career development opportunities.
The predicted salary is between 43000 - 51000 £ per year.
Location: UK, London Office (1 day WFH)
Salary: 50,000 - 60,000
Benefits & Bonus:
- Annual Bonus scheme: with potential for higher earnings based on business performance.
- LTIP Programme: based on business performance.
- Enhanced Holiday allowance: Enjoy 25 days of annual leave plus bank holidays.
- Enhanced Pension Contribution: 5% employer pension contributions.
- Private Healthcare: Benefit from private health insurance, including Vitality at Work perks.
- Family Support: Enhanced maternity and paternity leave for growing families.
- Enhanced Sickness Benefit: Two weeks full pay, 12 month rolling.
- EV Salary Sacrifice Scheme: available after 3 months of service.
- Mileage: 0.45p unlimited!
- Welcome Pack: Start your journey with us with a Wingstop welcome pack.
- Discount Platforms: Access a wide range of retail, dining, and wellness deals.
- Flexible Pay Options: Use stream for on-demand access to earned wages.
- Exceptional Training & Onboarding: Begin your career with a structured programme tailored to your role.
- Career Development: Unlock training and growth opportunities to advance your career.
- Professional Uniforms: Look the part with our branded attire.
- Recognition & Celebrations: Attend semi-annual conferences and team events to celebrate success.
- Benefits Platform: Access e-learning, lifestyle savings, and well-being resources.
- Flexible Work Culture: Enjoy remote work options and the freedom to make your role your own.
- Exclusive Discounts: Enjoy 20-50% off when dining with friends and family.
Key Responsibilities:
- CRM Strategy & Execution: Own the end-to-end CRM strategy across email, WhatsApp (and other new channels). Develop customer lifecycle journeys (acquisition, onboarding, repeat, reactivation, lapsed). Lead segmentation and targeting strategies using behavioural, transactional and preference data. Ensure CRM activity supports key trading moments, campaigns and product launches.
- Loyalty Programme Management: Own and develop Wingstop's loyalty programme, driving engagement, frequency and reward redemption taking best practice from WRI. Develop loyalty mechanics that deliver the brand promise and are distinctively Wingstop as well as strong CLTV and ultimately commercial value as one of the top 3 SSS / LFL sales drivers year in year out. Use data insights to test, learn and evolve rewards, tiers and incentives.
- Customer Insights & Analytics: Analyse customer data to identify trends, opportunities and performance drivers. Track and report on CRM and loyalty KPIs including retention, repeat rate, LTV, engagement and ROI. Use insights to inform personalisation, targeting and future roadmap decisions.
- Campaign & Channel Management: Plan and deliver CRM support for brand campaigns, partnerships and cultural moments. Collaborate with brand, social, digital and partnerships teams to ensure joined-up customer experiences. Manage campaign calendars to balance trading priorities with long-term relationship building.
- Cross-Functional Collaboration: Work with cross functional teams across brand, marketing, tech/IT, Ops to deliver a seamless online offline experience that is both easy and exciting for fans and leads the way for creating wow for the connected customer of today and tomorrow. Partner with agencies and CRM platforms to deliver best-in-class execution. Act as the internal CRM and loyalty subject-matter expert.
Skills & Experience:
- Essential: 5 years' experience in CRM, loyalty or retention marketing (QSR, retail, hospitality, e-commerce or consumer brands). Proven experience owning and scaling CRM programmes. Strong understanding of customer data, segmentation and lifecycle marketing. Experience working with CRM platforms (e.g. Datahawks, Acteol, Braze, Bloomreach, moveable ink or similar). Commercial mindset with a track record of driving measurable impact. Comfortable working in fast-paced, growth-oriented environments.
- Desirable: Experience with app-based loyalty programmes. Familiarity with youth-focused or culturally driven brands. Knowledge of food, hospitality or lifestyle sectors.
Key Behaviours & Mindset:
- Customer-obsessed with a strong understanding of youth behaviour and habits.
- Commercial astute - converting customer led insight into commercial outcomes with strong PROI.
- Data-driven but creatively minded - able to balance insight with cultural relevance.
- Hands-on and proactive, comfortable rolling up sleeves as well as setting strategy.
- Collaborative, confident communicator who can influence across teams.
- Curious, test-and-learn mentality with a focus on continuous improvement.
Commitment to Diversity and Inclusion:
We celebrate individuality and are dedicated to fostering a diverse and inclusive workplace. As an equal-opportunity employer, we are committed to creating a supportive environment for all. If you require any adjustments during the recruitment process to perform at your best, please let us know - we're here to assist you.
Ready to add the Flavour? If this opportunity aligns with your skills and career goals, we encourage you to apply. Join us in bringing the flavour and making a real impact!
Senior Digital CRM Loyalty Manager - London employer: Wingstop
Contact Detail:
Wingstop Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Digital CRM Loyalty Manager - London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up social media groups. The more you engage, the better your chances of landing that dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your work and achievements. This is your chance to shine and demonstrate how you can bring flavour to the role at Wingstop.
✨Tip Number 3
Prepare for interviews by researching the company culture and values. Wingstop is all about creating memorable experiences, so think about how you can contribute to that mission and share your ideas during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Wingstop family.
We think you need these skills to ace Senior Digital CRM Loyalty Manager - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Digital CRM Loyalty Manager role. Highlight your experience in CRM and loyalty programmes, especially in fast-paced environments like QSR or retail. We want to see how your skills align with our mission to bring flavour and create memorable customer experiences.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about CRM and loyalty marketing, and how you can contribute to Wingstop's growth. Be sure to mention any relevant achievements that demonstrate your ability to drive customer retention and engagement.
Showcase Your Data Skills: Since this role is all about data-driven relationships, make sure to showcase your analytical skills. Talk about how you've used customer insights to inform strategies in previous roles. We love candidates who can turn data into actionable insights that enhance customer experiences!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Wingstop team!
How to prepare for a job interview at Wingstop
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM strategies and tools. Familiarise yourself with platforms like Datahawks or Braze, as they might come up during your chat. Being able to discuss how you've used data to drive customer engagement will definitely impress.
✨Showcase Your Creativity
Wingstop is all about flavour and culture, so don’t shy away from sharing innovative ideas for loyalty programmes. Think about how you can make customer experiences memorable and engaging. Bring examples of past campaigns that highlight your creative flair!
✨Understand the Brand's Mission
Dive deep into Wingstop’s brand purpose and values. Be ready to discuss how you can contribute to their mission of creating shared experiences and turning casual fans into loyal customers. Showing genuine enthusiasm for their vision will set you apart.
✨Prepare for Data-Driven Discussions
Since this role is heavily focused on analytics, be prepared to talk about how you’ve used customer insights to inform strategies. Bring specific metrics or KPIs from your previous roles that demonstrate your impact on customer retention and lifetime value.
