CRM & Guest Engagement Lead – Luxury Retail Loyalty

Maasmechelen Village; Maasmechelen; Presencial; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

31 days annual leave

Birthday/marriage/moving leave

Village discounts

Employee referral bonus

Private medical and dental cover

Descripción de la vacante

The Bicester Collection is seeking a CRM Manager to own first-party database strategy across Membership and Private Client Services. You will grow guest engagement to boost village performance by acquiring high-quality members and private clients, driving visits, spend and long-term loyalty through personalised engagement.

You will set strategic direction and data-led priorities, translating them into actions across Communications & Content, Partnerships & Experiences, Retail and Hospitality.

Formación

• Proven experience in CRM, loyalty, membership or guest engagement.
• Strategic and data-driven mindset with the ability to translate data dashboards and behavioural insight into recommendations.
• Strong understanding of customer journey mapping and personalised engagement or clienteling strategies.
• Experience managing and developing a team, with accountability and driving results through people.
• Ability to align and influence stakeholders across multiple functions in a complex environment.
• Decisive in ambiguous, priority-driven situations.
• Excellent communicator with strong organisational skills.
• Fluent in English; knowledge of Dutch and/or French is an advantage.

Responsabilidades

• Lead and develop the Guest Engagement team (Membership & PCS Coordinator, PCS Manager) and drive KPIs for Membership & PCS.
• Define and deliver the Guest Engagement strategy, identifying growth opportunities across membership and private client segments.
• Expand the membership database through targeted recruitment initiatives and drive new-member growth as a core KPI.
• Coach the PCS Manager to prospect and acquire new private clients, embedding acquisition with retention and clienteling.
• Map and understand the guest customer journey, influencing next best actions to maximise relevance and spend.
• Analyse guest performance and behavioural data to identify loyalty drivers, churn risk and segment opportunities and translate into action plans.
• Own the Guest Engagement budget and set KPIs and objectives for Membership & PCS moments.
• Deliver yearly and quarterly tactical action plans.
• Drive alignment across all departments.
• Stay ahead of trends and market developments in loyalty, CRM and private client landscape.

Conocimientos

CRM strategy

Loyalty programs

Data-driven decision making

Team leadership

Stakeholder management

Customer journey mapping

Communication

Fluent English

Dutch/French knowledge

Descripción del empleo

The Bicester Collection is seeking a CRM Manager to own first-party database strategy across Membership and Private Client Services. You will grow guest engagement to boost village performance by acquiring high-quality members and private clients, driving visits, spend and long-term loyalty through personalised engagement.

You will set strategic direction and data-led priorities, translating them into actions across Communications & Content, Partnerships & Experiences, Retail and Hospitality.