Senior CRM & Loyalty Manager
Full-time | London
Salary | Up-to £70,000
The Opportunity:
One of the UK’s best-loved hospitality brands, revered for blending food, design and heartfelt service into a uniquely powerful guest journey, is looking for a Senior CRM & Loyalty Manager to help deepen its connection with guests. Known for reimagining classic dining traditions through rich storytelling, this business has built a strong reputation for its inclusive, people-first culture and commitment to leadership development.
This is a rare opportunity to join one of the most admired marketing teams in hospitality. The successful candidate will play a central role in shaping how the brand engages its community before, during and long after a visit by crafting data-led, emotionally intelligent communications and delivering a loyalty experience that reflects the brand’s values and drives long-term growth.
The Role:
Reporting into the Head of Guest Engagement and Growth, the Senior CRM and Loyalty Manager will lead the development and execution of CRM and loyalty strategy across both digital and in-venue channels. This position sits at the heart of a marketing department widely respected for its creative thinking and guest-first approach. The role combines strategic vision, imaginative storytelling and analytical rigour with hands-on delivery and collaboration across the business.
Key Responsibilities:
CRM and Guest Journeys
* Lead the CRM and lifecycle marketing strategy across email, SMS and push notification channels.
* Own the campaign calendar and deliver relevant, timely communications that resonate with guests.
* Create automated journeys based on guest behaviour to increase retention and deepen emotional connection.
* Test, analyse and optimise content and messaging using performance data and insights.
* Collaborate with the wider marketing team to ensure CRM is integrated with broader campaigns, activations and openings.
Loyalty Programme
* Design and deliver a scalable, insight-led loyalty programme that reflects the brand’s values and guest-centric vision.
* Ensure a seamless loyalty experience across all digital and in-venue guest touchpoints.
* Monitor participation, retention and guest lifetime value, using insights to continuously improve the offer.
* Support operational teams to understand and champion the programme, reinforcing it as a key part of the guest journey.
Data and Insight
* Lead the CRM data strategy, ensuring ethical, compliant and insightful use of guest data.
* Translate data into meaningful insight to inform both marketing strategy and operational decisions.
* Partner with finance and data teams to build dashboards and reports that tracks performance, ROI and guest behaviour.
Leadership and Collaboration
* Manage one direct report and external agencies, ensuring clarity, accountability and creative excellence.
* Work cross-functionally with teams in marketing, tech, operations and creative to ensure a cohesive guest experience.
* Play a leading role in one of the most innovative marketing departments in hospitality, championing collaboration and continuous improvement.
Candidate Profile:
This role would suit someone with at least five years of experience in CRM and loyalty, ideally within hospitality, lifestyle or consumer-facing brands. The successful candidate will bring a balance of strategic thinking and operational delivery, along with a deep understanding of how to connect data, creativity and guest experience to deliver commercial impact.
Required Experience:
* Proven ability to design and deliver high-performing CRM and loyalty strategies.
* Hands-on experience with platforms such as Salesforce, Braze or Klaviyo.
* Confident working with data to drive segmentation, personalisation and performance measurement.
* Excellent communication, leadership and project management skills.
* Experience managing external agencies, internal stakeholders and marketing budgets.
What’s on Offer:
* 25 days of holiday plus bank holidays, with extra days to mark life milestones.
* Monthly dining allowance to enjoy with friends and family.
* Weekly team lunches and regular social events.
* High-quality team meals when working in venue.
* A broad range of retail, lifestyle and wellbeing discounts.
* Support for ongoing personal and professional development.
* A values-led, collaborative culture in one of hospitality’s most celebrated marketing teams.