CRM Executive

Hotel Chocolat; Royston; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

50% discount on all products

70% discount for you and your guests –

Job summary

Hotel Chocolat is seeking a Marketing Executive – CRM to plan and deliver targeted multichannel campaigns from a database of over 3 million customers. You will work with Ometria to ensure data-driven campaigns that are engaging and aligned with business goals.

Hybrid role with 2–3 days onsite at Mint House, Royston, Hertfordshire, and remote days. You’ll develop CRM strategies, manage end-to-end campaigns, produce reports, and collaborate across teams to grow retention and lifetime value.

Qualifications

• 2+ years of CRM experience in ecommerce or retail
• Experience with Ometria or similar CMPs
• Strong understanding of CRM KPIs and delivering CRM strategies

Responsibilities

• Develop CRM strategies across email, SMS, app push and direct mail to drive incremental behaviour among specific segments
• Manage end-to-end development of CRM campaigns including calendars, briefs, data insights, audience selections and channel execution with Ometria
• Be an Ometria super user to optimise omnichannel communications
• Produce campaign reports to analyse performance, uncover insights and recommend improvements
• Collaborate with Campaign, Product, Insights and other teams to align CRM activity with business goals
• Implement a test-and-learn approach to refine campaigns
• Collaborate with Loyalty team to improve VIP.ME member experience and retention

Skills

CRM strategies

Multichannel marketing

Data insights

Stakeholder communication

Tools

Ometria

Job description

As part of our mission to make people happy through chocolate, we’re looking for a Marketing Executive – CRM to join our CRM team. As the CRM Executive, you’ll be responsible for planning and delivering targeted multichannel strategies and campaigns that drive value from our database of over 3 million customers. You’ll work closely with our platform provider, Ometria, to ensure campaigns are creative, data-driven, and executed efficiently across all channels. Your efforts will help build lasting and profitable customer relationships through personalised and engaging CRM communications.

As well as a competitive salary and company benefits, you’ll receive 50% discount on all products, and a delicious 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.

• 50% discount on all products
• a delicious 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.

Here at Hotel Chocolat, we've adopted a hybrid working pattern where appropriate. For this role, it means working 2-3 days onsite with the remaining days spent working remotely, from home or wherever you like! The on-site location for this role is our Head Office Mint House in Royston, Hertfordshire, our home since 1994; just off the A505, ten minutes' walk from Royston Train station and commutable from London Kings Cross.

What You’ll Be Doing...

• Develop CRM communication strategies across direct to consumer channels including email, SMS, App Push and Direct Mail to drive incremental behaviour among specific customer segments.
• Manage the end-to-end development of CRM campaigns, including calendar management, creative briefs, data insights, audience selections, and channel execution with Ometria.
• Be an Ometria super user, leveraging its full potential to optimise omnichannel communications.
• Produce campaign reports to analyse performance, uncover insights, and recommend improvements.
• Collaborate with Campaign, Product, Insights, and other internal teams to align CRM activity with wider business goals.
• Implement a test-and-learn approach to continually refine and optimise campaigns.
• Collaborate with the Loyalty team to deliver a positive experience to our VIP.ME members and grow customer retention, frequency and lifetime value.

Who You Are...

• You have 2+ years of CRM experience in an ecommerce or retail environment.
• Experience working with Ometria or similar customer marketing platforms (CMPs).
• Strong understanding of CRM KPIs and experience delivering CRM strategies.
• You’re a strong communicator and can build effective relationships across different teams.
• You’re enthusiastic, self-motivated, and adaptable to a fast-paced business environment.

Who We Are...

We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol, and our pioneering drinking chocolate system, the Velvetiser.

A cacao pod takes years to grow - it can’t be rushed if it’s going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.

Now, we’re market leaders in the industry. What began as an online-only business grew to 165 stores across the UK, and we’re still growing... Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers, and suppliers all benefit from the success we make together.

To learn more about us and read about our People Pledge – our commitment to equality, diversity, and inclusion – click here: hotelchocolat.com/uk/engaged-ethics/our-people.html