CRM Lead
Job ref: 34197
Category
CRM
Region
London
Contract Type
Full Time
Salary
£70000
The Brand
This globally renowned hospitality group operates a diverse portfolio of Michelin-starred fine dining, premium casual, and high-energy dining concepts. With a strong presence across the UK, US, and international markets, the business is committed to delivering world-class culinary experiences while embracing innovation and digital transformation.
As part of its ambitious growth strategy, the company is investing in its CRM capabilities to enhance customer engagement and drive long-term loyalty. This is an exciting opportunity to join at a pivotal moment and play a key role in shaping how the brand connects with its guests across multiple digital touchpoints.
The Role
The CRM Lead will be responsible for driving Guest Lifetime Value by leading customer communications across multiple channels. This role will oversee all first-party communications, including email, SMS, and media, ensuring they are effectively executed and aligned with business goals.
A key focus will be on managing automations and flows to create seamless, data-driven customer journeys that enhance engagement and retention. The CRM Lead will also oversee broadcast communications, ensuring timely and relevant messaging across the brand’s digital ecosystem. Working closely with Insights, they will identify targeted opportunities, leveraging customer data to drive more meaningful interactions. Additionally, they will play a vital role in advancing personalisation across all digital channels, ensuring that every guest interaction feels tailored and valuable.
The Person
The ideal candidate is a data-driven CRM specialist with a strong background in multi-brand and multi-tenanted environments, ideally within retail. They have extensive experience in multi-channel customer engagement, including email, SMS and media communications, with a proven track record of implementing automation flows and driving customer retention strategies.
Analytical and insight-driven, they can interpret customer data to create targeted marketing strategies and work closely with Insights teams to optimize performance. Highly organized and detail-oriented, they thrive in fast-paced environments and are always looking for ways to enhance and personalize customer communications at scale. With a hands-on approach, they are comfortable managing CRM execution while also contributing to strategic development, making them a key driver of CRM growth.
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