CRM Manager

Job Details

Role profile

We’re looking for a commercially driven CRM Manager to lead customer retention, engagement and lifecycle marketing across a portfolio of exciting late-night hospitality venues.

This role would suit someone with experience in CRM, email marketing, customer lifecycle marketing or retention-focused marketing, who enjoys using data, segmentation and personalised communications to drive repeat visits, bookings and revenue growth.

You’ll play a key role in developing CRM strategy across multiple brands, building automated customer journeys, improving customer engagement and identifying opportunities to increase repeat business and customer lifetime value.

What you’ll be doing

Driving CRM performance & customer retention

• Developing and delivering CRM and customer lifecycle strategy across multiple brands
• Building customer journeys across acquisition, engagement, retention, reactivation and loyalty
• Using CRM activity to drive repeat visits, bookings, event sales and spend per head
• Identifying opportunities to improve customer lifetime value through more targeted communications
• Using automation to improve customer experience and campaign efficiency

Customer segmentation & personalisation

• Building and refining customer audiences using behavioural, transactional and engagement data
• Creating targeted campaigns based on visit behaviour, booking history, location, spend patterns and customer preferences
• Developing personalised CRM campaigns and automated journeys to improve engagement and repeat visits
• Identifying high-value, lapsed and at-risk audiences and building targeted retention plans
• Continuously testing and improving segmentation and campaign performance

Campaign planning & delivery

• Planning and executing CRM campaigns across email, SMS and automated journeys
• Delivering engaging and commercially focused communications aligned to key trading periods and campaigns
• Managing campaign timelines, approvals and delivery with strong attention to detail
• Working closely with marketing teams to ensure messaging is consistent across all customer touchpoints
• Supporting wider business campaigns, venue activity and promotional launches

Data, reporting & optimisation

• Analysing campaign performance, customer behaviour and audience trends
• Reporting on key CRM metrics including open rates, click-through rates, conversion, repeat bookings and ROI
• Using insight and testing to improve campaign performance and customer journeys
• Managing A/B testing across subject lines, content, offers and send times
• Maintaining customer data integrity and GDPR compliance across all CRM activity
• Exploring opportunities to use AI and automation tools to improve efficiency and personalisation

Working across teams & brands

• Collaborating with brand, digital marketing, social media, sales and operations teams
• Supporting venue performance and wider commercial priorities through CRM activity
• Working with external CRM or data platform partners where required
• Helping contribute to a collaborative, commercially focused and fast-paced marketing team

What we’re looking for

• Experience in CRM, email marketing or customer lifecycle marketing
• A strong understanding of segmentation, personalisation and retention strategy
• Experience building automated customer journeys and targeted CRM campaigns
• Strong analytical skills and confidence reporting on campaign performance and ROI
• Comfortable managing multiple campaigns, brands or priorities at once
• Strong attention to detail and organisational skills
• Experience with CRM and email marketing platforms
• A good understanding of GDPR and customer data best practice
• Someone who enjoys working in a fast-paced, collaborative and commercially focused environment

You’ll do well in this role if you are

• Commercially minded and motivated by results
• Data-led and confident using insight to improve performance
• Proactive and good at spotting opportunities
• Customer-focused and passionate about improving guest experience
• Collaborative and comfortable working across multiple teams
• Organised and able to manage a busy campaign schedule
• Comfortable working at pace across multiple brands and priorities