CRM Manager - 12 month FTC

CRM Manager - 12 month FTC

Are you a CRM expert with a passion for transforming customer data into engaging, insight-driven journeys? At PizzaExpress, we're looking for a CRM superstar to own and evolve our customer relationship strategy while creating standout omnichannel campaigns that drive loyalty, increase lifetime value, and deliver measurable revenue impact. Copywriter and content deelopment skills are a must for this!

At PizzaExpress, our guests are at the heart of everything we do, and your mission will be to keep them coming back for more. From punchy push notifications to perfectly timed emails, you’ll deliver campaigns that surprise, delight, and drive real results.

In this role, you’ll lead the execution of our CRM roadmap, using segmentation, automation, and lifecycle marketing to deliver timely, relevant communications across key channels. If you’re fluent in customer journeys, obsessed with data, and ready to make a big impact in a fast-paced hospitality brand, we want to hear from you.

What you’ll do:

• Deliver the CRM strategy and campaign roadmap in line with commercial goals, ensuring all campaigns are on-brand, on-budget, and on time.
• Segment the CRM database using behavioural, transactional, and demographic data to personalise communications across email and push channels.
• Design and optimise customer lifecycle journeys (e.g. welcome, loyalty, win-back, post-visit) to increase engagement, retention, and frequency of visit.
• Plan and execute multi-channel CRM campaigns, from initial brief and data selection to build, deployment, and post-campaign analysis.
• Leverage analytics and customer insights to continuously improve targeting, messaging, and conversion performance.
• Develop a robust testing strategy (e.g. A/B testing of subject lines, content, offers, CTAs) to optimise performance and drive incremental gains.
• Maintain CRM dashboards and reporting, providing regular performance updates and insights to stakeholders across the business.
• Collaborate cross-functionally with Brand, Digital, Trading and Data teams to ensure CRM is embedded within broader marketing and commercial strategies.
• Write compelling, data-informed content that supports CRM objectives and resonates with key customer segments.

What you’ll need:

• Proven experience in a CRM or Lifecycle Marketing Manager role, ideally within retail, hospitality, or consumer brands.
• A track record of planning, executing, and optimising data-driven CRM campaigns with a strong focus on email and push communications.
• Deep understanding of customer segmentation, targeting, and personalisation strategies.
• Experience with HTML + CSS to troubleshoot and edit email content as required.
• Hands-on experience with ESP platforms, ideally Mapp, and associated CRM tools (e.g. analytics, automation, data platforms).
• Strong analytical mindset with the ability to interpret campaign performance metrics and derive actionable insights.
• Experience with CRM testing methodologies and measurement frameworks.
• Excellent communication skills with a flair for writing persuasive, customer-focused CRM copy.
• Team leadership or line management experience is a plus