Guest Engagement Leader — CRM & Loyalty Strategy

The Bicester Collection; Maasmechelen; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

31 days leave

Birthday leave

Village discounts

Employee referral bonus

Private medical

Dental cover

Job summary

The Bicester Collection is seeking a Guest Engagement Manager to own our first-party database strategy across Membership and Private Client Services. You will grow guest engagement, acquire high-quality members, and build long-term loyalty through personalised engagement and clienteling at scale.

You will define data-led priorities, translate insights into actions across divisions, and lead a team to maximise relevance and spend while driving customer lifetime value.

Qualifications

• Experience in CRM, loyalty, membership or guest engagement in luxury retail or hospitality.
• Strategic, data-driven mindset translating dashboards into actions.
• Strong customer journey mapping and personalised engagement knowledge.
• Experience managing and developing a team with accountability.
• Ability to align stakeholders across multiple functions.
• Comfortable with ambiguity and competing priorities.
• Excellent communication and organisational skills.
• Fluent in English; Dutch and/or French is an advantage.

Responsibilities

• 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 acquire new private clients, embedding acquisition with retention and clienteling as core focus.
• Map and understand the guest journey to influence next best action for relevance and spend.
• Analyze guest performance and loyalty drivers to inform strategic and tactical actions.
• Own the Guest Engagement budget and set KPIs for Membership & PCS moments.
• Deliver yearly and quarterly tactical action plans.
• Stay ahead of trends in loyalty, CRM and private client landscape.

Skills

CRM & Loyalty

Data-driven

Journey mapping

Team leadership

Stakeholder buy-in

Decision making

English fluency

Multilingual

Job description

The Bicester Collection is seeking a Guest Engagement Manager to own our first-party database strategy across Membership and Private Client Services. You will grow guest engagement, acquire high-quality members, and build long-term loyalty through personalised engagement and clienteling at scale.

You will define data-led priorities, translate insights into actions across divisions, and lead a team to maximise relevance and spend while driving customer lifetime value.