CRM - CRM Executive - Service

Premier-Inn; Dunstable; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Healthcare

Bonus up to 15%

Benefits

Job summary

Premier Inn is seeking a CRM Executive - Service in Dunstable to shape guest communications across the full customer journey. The role focuses on automated service and transactional CRM journeys from booking confirmations to post-stay follow-ups, aiming to improve engagement and revenue.

You will work with Digital Product, Data, Ecommerce, Technology and Transformation teams to define data triggers and workflows, monitor performance, and test variations to optimise outcomes.

Qualifications

• Designing and delivering automated CRM journeys.
• Transactional and service-led customer communications.
• CRM platforms, workflows, CDPs and CEPs.
• Using data and insight to improve engagement and conversion.
• Collaborating across digital, data, technology and commercial teams.
• Experience with Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign would be valuable.

Responsibilities

• Create timely, relevant and personalised communications to keep guests informed.
• Own automated service and transactional CRM journeys from booking to post-stay.
• Define data, triggers and workflows for CRM channels.
• Monitor journey performance and run A/B and multivariate tests.
• Collaborate with Digital Product, Data, Ecommerce, Technology and Transformation teams.

Job description

CRM Executive - Service

Location: Dunstable, Bedfordshire (LU5 5XE) - 3 days per week, with 2 days from home or another location

Salary: £35,000 - £40,000 dependant on skills & experiences + up to 15% bonus + healthcare + bens

Role Type: Fixed Term contract until 27/8/27

Function: Customer Engagement

Help shape how millions of Premier Inn guests experience their journey, from the moment they book to after they return home.

We’re looking for a talented CRM Executive - Service to create timely, relevant and personalised communications that keep our guests informed, improve their experience and strengthen their relationship with Premier Inn.

This is an exciting opportunity to take ownership of automated service and transactional CRM journeys spanning booking confirmations, pre-stay communications, in-stay messaging and post-stay follow-ups. You’ll help ensure every interaction is clear, helpful and consistent while identifying thoughtful opportunities to drive engagement, repeat stays and additional revenue.

You will work collaboratively with our Digital Product, Data, Ecommerce, Technology and Transformation teams, to define the data, triggers and workflows needed to deliver effective communications across our CRM channels. You’ll also play an important role in our martech transformation, helping us enhance existing journeys and explore emerging opportunities such as online check-in and in-stay communications.

Data and insight will sit at the heart of your approach. You’ll monitor journey performance, deliver A/B and multivariate testing across content, timing, channels and customer segments, and use guest behaviour and feedback to continually improve results.

We’re looking for someone with proven experience of:

• Designing and delivering automated CRM journeys
• Transactional and service-led customer communications
• CRM platforms, workflows, CDPs and CEPs
• Using data and insight to improve engagement and conversion
• Collaborating across digital, data, technology and commercial teams

Experience with platforms such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign would be valuable. Knowledge of Adobe Analytics, SMS, push notifications or the travel and hospitality sector would also be advantageous.

If you’re passionate about combining customer experience, technology and data to create genuinely useful communications, we’d love to hear from you.

We’re proud to be a Top Employer for 14 consecutive years, a top apprenticeship employer, a Leader in Stonewall’s Proud Employer Accreditation, and a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix.

Join Premier Inn and help develop the communications that will power our future success.