CRM & Loyalty Campaigns Specialist

Berkshire News; Hemel Hempstead; On-site; GBP 32,000 - 48,000; Full time

Job summary

Warner Hotels is seeking a Loyalty & CRM Executive to support the day-to-day delivery of our CRM and loyalty activity, helping to create engaging guest communications and a seamless loyalty member experience. This is a varied role combining loyalty programme administration, CRM delivery, brochure creative coordination and stakeholder management.

Working across CRM, loyalty and guest communications, you will help bring our plans to life, delivering guest engagement and commercial results.

Qualifications

• Understanding of CRM, loyalty programmes or customer communications.
• Awareness of customer data, customer journeys and marketing best practices.
• Understanding of data accuracy and customer consent.
• Basic understanding of GDPR and data protection principles.
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Excellent attention to detail with a high standard of accuracy.
• Strong written and verbal communication skills.
• Confident working with systems, data and technology platforms.
• Ability to build effective working relationships across multiple teams.
• Comfortable identifying issues and taking ownership to resolve them.

Responsibilities

• Support the day-to-day operation of Warner Hotels' loyalty programme and deliver a seamless member experience.
• Manage member administration, reward fulfilment, programme updates and loyalty-related communications.
• Collaborate with hotels, operational teams and the Contact Centre to deliver benefits and communications.
• Act as a day-to-day contact for loyalty queries, resolving issues and escalating when required.
• Gather member feedback and identify opportunities to improve the member experience and processes.
• Maintain loyalty programme documentation, FAQs and support materials.
• Assist in delivering CRM campaigns across email, direct mail, SMS and other guest channels.
• Build, test, schedule and deploy campaigns and automated journeys within the CRM platform.
• Ensure communications are accurate, on-brand and timely.
• Support campaign reporting, testing and optimisation.
• Work with the wider CRM team to coordinate activity across the guest journey.
• Coordinate the production of quarterly brochures with timelines and approvals.
• Collaborate with creative, brand and commercial teams to ensure content accuracy.
• Support proofreading and quality assurance to maintain high standards.
• Provide admin, coordination and delivery support across CRM, loyalty and guest initiatives.
• Support reporting, presentations, planning activities and stakeholder updates.
• Assist with campaign calendars, documentation and operational processes.
• Build strong relationships across Channel Experience, Brand Experience, Commercial, Technology, Hotels and Contact Centre teams.

Skills

CRM knowledge

Loyalty programmes

Customer communications

Data accuracy

GDPR basics

Organisational skills

Attention to detail

Communication skills

Stakeholder management

Cross-team collaboration

Tools

Bloomreach

Job description

Warner Hotels is seeking a Loyalty & CRM Executive to support the day-to-day delivery of our CRM and loyalty activity, helping to create engaging guest communications and a seamless loyalty member experience. This is a varied role combining loyalty programme administration, CRM delivery, brochure creative coordination and stakeholder management.

Working across CRM, loyalty and guest communications, you will help bring our plans to life, delivering guest engagement and commercial results.