CRM & Loyalty Lead

Burhill Group Limited (BGL); Walton-on-Thames; Sur place; GBP 60 000 - 90 000; Plein temps

Résumé du poste

Burhill Group Limited (BGL) is seeking a CRM & Loyalty Lead to design and oversee communications, loyalty programmes and customer journeys across its diverse leisure portfolio.

You will own membership communications, onboarding journeys, renewals, loyalty initiatives and win-back activity, collaborating with brand, proposition, commercial and insights teams, while leading two CRM Executives to enhance data quality, segmentation and personalisation for long-term growth.

Qualifications

• Experience leading CRM and loyalty initiatives across multi-venue portfolios.
• Proven ability to design customer journeys and onboarding programs.
• Strong data-driven mindset with focus on segmentation and personalisation.
• Experience in leading and developing CRM teams to high performance.

Responsabilités

• Own membership communications and lifecycle strategy including onboarding journeys and renewals.
• Lead loyalty initiatives and win-back activity to drive repeat visits.
• Collaborate with brand, proposition, commercial and insights teams to bring new products to market.
• Improve data quality, segmentation and personalisation with technology teams and partners.
• Lead and develop two CRM Executives to establish best practices and continuous improvement.

Connaissances

CRM

Loyalty programmes

Customer journeys

Team leadership

Data quality

Segmentation

Personalisation

Description du poste

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.

If building loyalty programmes, creating meaningful customer journeys and turning insight into action sounds exciting, we would love to hear from you.

Join us and help turn first visits into lasting habits, members into advocates, and great experiences into lifelong loyalty.

See full Job Description here