CRM & Loyalty Lead

Support Office; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

BGL in London is seeking a CRM & Loyalty Lead to own membership communications, onboarding journeys, renewal campaigns and loyalty initiatives across its diverse leisure portfolio. This role aims to turn first-time visits into ongoing engagement and advocates, shaping the customer experience.

You will lead two CRM Executives, collaborate with brand, proposition, commercial and insight teams, and develop CRM capability with technology partners, data quality, segmentation and personalisation to

Job description

About the role

Great experiences don't end when a customer leaves a venue. As our CRM & Loyalty Lead , this role is responsible for creating the communications, loyalty programmes and customer journeys that keep people engaged, encourage repeat visits and build lasting connections with BGL.This is an exciting opportunity to lead the retention and loyalty engine across one of the UK's most diverse leisure portfolios. From golfers and gym members to families, social players and adventure-seekers, the role will shape the experiences that turn first-time visitors into loyal customers and passionate advocates.Ownership of our membership communications and lifecycle strategy sits at the heart of the role, overseeing everything from onboarding journeys and renewal campaigns to loyalty initiatives and win-back activity. Working closely with brand, proposition, commercial and insight teams, there is an opportunity to bring new products and experiences to market while creating compelling reasons for customers to return again and again.Alongside customer engagement activity, the role will play a key part in developing BGL's CRM capability, working with technology teams and specialist partners to improve data quality, segmentation and personalisation. Using retention, churn and lifetime value insights, opportunities to strengthen customer relationships and drive long-term growth will be continually identified and delivered.Leading and developing two CRM Executives, the role will help establish best practice, maintain high standards and create a culture of continuous improvement.