We are looking to recruit a Personalisation and Lifecycle Manager who will be responsible for owning the design, build and optimisation of lifecycle journeys and personalisation within CRM. This is a hands‑on role, combining strong lifecycle thinking with practical delivery.
Lifecycle Framework & Journey Design
* Define key lifecycle journeys across acquisition, onboarding, pre‑stay, in‑stay, post‑stay and retention
* Design and build automated lifecycle journeys within Bloomreach, including triggers, sequencing and dependencies
* Build and manage automated scenarios, ensuring journeys are scalable and effective
* Translate business priorities into clear lifecycle activity and deliverable plans
Targeting & Decisioning
* Define and manage decisioning rules that determine who receives what communication, when and why
* Apply segmentation and audience logic in partnership with the CRM & Loyalty Analyst
* Ensure targeting reflects guest behaviour, lifecycle stage and value
Bloomreach Platform (Hands‑on Ownership)
* Act as the lead user of Bloomreach for lifecycle and personalisation
* Configure journeys, triggers and automation within the platform
* Work with internal teams and external partners where needed to support more complex builds
Personalisation
* Apply personalisation across CRM journeys to improve relevance and guest experience
* Identify opportunities to better tailor content and timing based on guest behaviour
* Work with CRM, Loyalty and Digital Experience teams to ensure consistent delivery
Test & Learn
* Identify opportunities to test and improve lifecycle journeys
* Define hypotheses and support structured testing activity
* Partner with the CRM & Loyalty Analyst to measure results and apply learnings
Performance Optimisation
* Own lifecycle journeys end‑to‑end, from build through to live optimisation
* Monitor performance and identify opportunities to improve conversion, engagement and retention
* Continuously refine journeys, targeting and sequencing based on insight
Commercial Impact
* Drive incremental revenue through improved lifecycle performance
* Focus on high‑value guest segments and opportunities
* Contribute to improvements in conversion, repeat rate and lifetime value
Collaboration
* Work closely with CRM, Loyalty, Digital Experience, Product and Data teams to deliver joined‑up activity
* Support integration of lifecycle journeys into the wider guest experience
Qualifications
* Strong understanding of lifecycle marketing and personalisation
* Good working knowledge of CRM/CDP platforms (ideally Bloomreach)
* Understanding of key CRM performance metrics (conversion, retention, LTV)
* Awareness of how CRM connects to wider marketing and digital activity
* Design, build and manage automated CRM journeys and scenarios
* Translate business priorities and insight into clear CRM activity
* Confident user of CRM/CDP platforms for hands‑on delivery
* Strong prioritisation and problem‑solving skills
* Relevant experience in CRM, lifecycle marketing or personalisation roles
* Hands‑on experience with CRM or CDP platforms (ideally Bloomreach)
* Experience working with marketing, digital and data teams
* Experience improving CRM performance (e.g. conversion, engagement, retention)
* Leads through delivery, setting clear direction for lifecycle activity and ways of working
* Aligned to Warner values: guest hearted, limitless thinking, owning our impact, winning as one
#J-18808-Ljbffr