CRM & Loyalty Architect for Luxury Hotels

Hand Picked Hotels Ltd; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Pension and life assurance

Employee Assistance Program

28 days holiday (increasing with years

Training programs

Loyalty awards

Discount platform

Job summary

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager for a 1-year interim contract. Based at our London Bridge corporate office with occasional hotel travel, you will own the CRM and email programme from strategy to delivery, automation and optimization, driving guest engagement and long-term value.

You will blend strategic ownership with hands-on delivery, shaping segmentation, lifecycle journeys and reporting while collaborating with Digital, Brand and Revenue teams.

Qualifications

• Minimum of 5 years in CRM, lifecycle marketing or loyalty.
• Experience in premium luxury hospitality, travel or elevated lifestyle brand.
• Strong copywriting and editorial judgement with design eye.
• Hands-on experience with a sophisticated CRM or marketing automation platform; Bloomreach Engagement preferred.
• Experience building automated lifecycle journeys, segmentation and personalisation.
• Strong commercial and analytical capability with CRM reporting and GA4/UTM tracking.
• Strong customer data and database management; work with technical/ integration partners.
• Confident using AI tools for planning, content development, analysis and productivity.
• Advanced Excel skills; HTML/CSS advantageous.

Responsibilities

• Own the CRM communications strategy, campaign calendar and delivery plan, aligned to commercial priorities, customer needs and the Hand Picked Hotels brand.
• Plan, brief, create, build and deliver BAU email campaigns, working with internal and external partners.
• Own the quality of CRM communications, ensuring copy, imagery, design, proposition and targeting reflect an elevated hospitality experience and deliver commercial objectives.
• Develop segmentation and personalisation strategies to improve relevance, engagement, repeat visits and customer lifetime value.
• Develop, build and optimise automated lifecycle journeys (welcome, database growth, booking abandonment, pre-arrival, post-stay/rebooking, lapsed guests, high-value guests, loyalty journeys).
• Work hands-on within the CRM platform to create audiences, campaigns, automations and tests, continually improving performance through a test-and-learn approach.
• Own CRM reporting and analysis, providing clear visibility of campaign and lifecycle performance, bookings, revenue, conversion, engagement, repeat behaviour, customer value, and turning insight into action.
• Review current CRM activity, journeys, data usage and platform capability, prioritising improvements by value, impact and effort.
• Identify and resolve data, integration, identity, configuration and automation barriers that affect CRM performance.
• Own CRM activity supporting Hand Picked Hotels membership and loyalty proposition and contribute to its development.
• Manage relationship with CRM provider and agencies to ensure value delivery.
• Collaborate with Digital, Brand, Revenue and hotel teams to align CRM with campaigns and business priorities.
• Identify new channels, technologies and AI-enabled ways to improve CRM effectiveness.

Skills

CRM strategy

Lifecycle marketing

Loyalty programs

BAU email campaigns

Campaign segmentation

Personalisation

A/B testing

Analytics

Google Analytics 4

UTM tracking

AI tools

Advanced Excel

HTML/CSS basics

Stakeholder management

Tools

Bloomreach Engagement

CRM platform

Marketing automation

Job description

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager for a 1-year interim contract. Based at our London Bridge corporate office with occasional hotel travel, you will own the CRM and email programme from strategy to delivery, automation and optimization, driving guest engagement and long-term value.

You will blend strategic ownership with hands-on delivery, shaping segmentation, lifecycle journeys and reporting while collaborating with Digital, Brand and Revenue teams.