CRM & Loyalty Growth Lead

Support Office; Guildford; On-site; GBP 65,000 - 75,000; Full time

Job summary

BGL is seeking a CRM & Loyalty Lead to design and deploy loyalty programmes, customer journeys and communications that turn first visits into lasting relationships. You will own onboarding, renewals and win-back campaigns, shaping the experiences that drive repeat visits and advocacy across a diverse leisure portfolio.

You will collaborate with brand, proposition and insight teams, and work with tech partners to enhance data quality, segmentation and personalisation, leading a small CRM team to

Qualifications

• Experience in CRM, loyalty programmes and customer lifecycle strategies.
• Strong data segmentation and personalisation capabilities.

Responsibilities

• Own membership communications and lifecycle strategy across onboarding, renewals, loyalty initiatives and win-back activity.
• Develop and govern CRM capability with technology teams and partners to improve data quality and personalisation.
• Lead and mentor two CRM executives, establish best practices and drive continuous improvement.
• Turn customer insights into actionable programmes that increase retention and lifetime value.

Job description

BGL is seeking a CRM & Loyalty Lead to design and deploy loyalty programmes, customer journeys and communications that turn first visits into lasting relationships. You will own onboarding, renewals and win-back campaigns, shaping the experiences that drive repeat visits and advocacy across a diverse leisure portfolio.

You will collaborate with brand, proposition and insight teams, and work with tech partners to enhance data quality, segmentation and personalisation, leading a small CRM team to