We're Hiring: CRM & Loyalty Manager
Are you ready to be part of one of the UK's most exciting transformation projects? We're on the lookout for a
CRM & Loyalty Manager
to join the team behind one of the country's most iconic entertainment destinations.
This is more than a role, it's a unique opportunity to shape the customer experience as part of one of the
largest regeneration projects in the UK
. With a bold vision to reimagine the venue into a next-generation destination, we're creating a space that will draw visitors from the local community, across the UK, and around the world, for both leisure and business.
As CRM & Loyalty Manager, you'll play a key role in delivering world-class customer engagement. You'll be responsible for driving CRM strategy, leading email marketing performance, and helping shape a loyalty proposition that speaks to a diverse and dynamic audience.
Key Responsibilities
* Lead and manage the CRM platform, ensuring it delivers a seamless experience across all touchpoints
* Plan and execute CRM campaigns across the full lifecycle: acquisition, onboarding, engagement, reactivation, and advocacy
* Design and optimise automated email journeys to boost engagement and retention
* Shape and deliver our loyalty & rewards program – focusing on data capture, rewards structure, and customer retention strategies
* Analyse campaign and program performance to drive continuous improvement
* Act as the CRM and loyalty subject matter expert within the wider marketing team
* Support cross-functional initiatives involving CRM data or loyalty integration (e.g. app launches, partnerships, and event campaigns)
* Manage and collaborate with external CRM and loyalty agency partners as needed
What We're Looking For
* 3–5 years' experience in CRM, email marketing or loyalty program management
* Hands-on experience with CRM platforms (Oracle preferred)
* Familiarity with loyalty tools/platforms like CrowdTwist
* Strong data skills, including segmentation, personalisation, and performance analysis
* Excellent written communication and email content creation skills
* Experience in consumer-facing industries (retail, leisure, hospitality, or entertainment)
* Confident using analytics tools (e.g. Google Analytics, CRM dashboards)
* Knowledge of customer journey mapping or CX tools
* Experience launching new loyalty propositions or CRM systems
* Strong project and stakeholder management skills
Location:
Hybrid – London & remote
Join us and help shape the future of one of the UK's most ambitious entertainment and regeneration projects.