Please note, you will need to have experience working within the luxury hospitality space.
We’re looking for an experienced CRM & Loyalty Manager to join a hospitality group on an interim 12-month contract. This is a great opportunity to take ownership of the CRM programme, improve the quality and automation of customer communications, and help drive commercial performance. You’ll be a mix of strategic thinker and hands-on doer. You’ll help create communications that inspire guests, bring the different hotels and experiences to life, encourage repeat visits and ultimately build stronger, longer-term customer relationships.
A bit about the role
- Own the CRM communications strategy, campaign calendar and delivery plan, aligned to commercial priorities, customer needs and brand objectives.
- Plan, brief, create, build and deliver BAU email campaigns, working with internal and external partners where required.
- Own the quality of CRM communications, ensuring copy, imagery, design, proposition and targeting work together to reflect a premium hospitality experience.
- Develop segmentation and personalisation strategies that use customer insight to improve relevance, engagement, repeat visits and customer lifetime value.
- Own CRM reporting and analysis, providing clear visibility of campaign and lifecycle performance, bookings, revenue, conversion, engagement, repeat behaviour and customer value.
- Review current CRM activity, customer journeys, database use, customer data and platform capability, prioritising improvements according to commercial value, customer impact and delivery effort.
- Own CRM activity supporting the company’s membership and loyalty proposition and contribute to its ongoing development.
A bit about you
- Minimum 5 years’ experience in CRM, lifecycle marketing or loyalty, with demonstrable ownership of a BAU email and CRM programme.
- Strong experience within premium/luxury hospitality, travel or a lifestyle brand.
- Strong understanding of how CRM can build brand desire, tell compelling stories and drive commercial performance.
- Excellent copywriting and editorial judgement, with a strong eye for design and attention to detail.
- Hands-on experience using a sophisticated CRM or marketing automation platform. Experience with Bloomreach Engagement is strongly preferred.
- Confident using AI tools to support CRM planning, content development, analysis and productivity, with strong judgement and quality control.
- A confident stakeholder manager who is comfortable working hands-on across strategy, creative, development, execution, analysis and optimisation.
Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.
Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.
If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.
