CRM Lead: Loyalty & Customer Journeys

Leonardo Hotel Management (UK) Limited; United Kingdom; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Special hotel rates across UK & Europe

Recognition scheme with vouchers

Talent referral scheme

Thank You Week activities

Wellbeing calendar

Job summary

Leonardo Hotel Management (UK) Limited is seeking a CRM Manager: Loyalty and Customer Journeys to design, execute, and optimise end-to-end member communications for our global loyalty programme. You will own the CRM platforms, translate loyalty rules into customer journeys, and collaborate with Marketing, Revenue, and Partnerships.

We value 5+ years in CRM or lifecycle marketing, with hands-on experience in Salesforce Marketing Cloud and data-driven optimization.

Qualifications

• 5+ years in CRM, loyalty, or lifecycle marketing, preferably in hospitality or retail.
• Strong understanding of customer journey design and marketing automation.
• Experience with Salesforce Marketing Cloud and data-driven campaigns.

Responsibilities

• Design, execute, and optimise end-to-end member communications across channels.
• Own CRM platforms and marketing automation, ensuring data hygiene and best practices.
• Develop dashboards and reports to measure CRM performance and CLV.

Skills

CRM strategy

Loyalty marketing

Lifecycle journeys

Marketing automation

Data-driven storytelling

Education

Bachelor's or equivalent in Marketing/Business

Tools

Salesforce Marketing Cloud

Tableau

Power BI

SQL

Job description

Leonardo Hotel Management (UK) Limited is seeking a CRM Manager: Loyalty and Customer Journeys to design, execute, and optimise end-to-end member communications for our global loyalty programme. You will own the CRM platforms, translate loyalty rules into customer journeys, and collaborate with Marketing, Revenue, and Partnerships.

We value 5+ years in CRM or lifecycle marketing, with hands-on experience in Salesforce Marketing Cloud and data-driven optimization.