CRM & Loyalty Lead - Luxury Hospitality

Hand Picked Hotels; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Company pension

Life assurance

Annual loyalty awards

Employee discount platform

Learning & development

Job summary

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager on a 1-year interim contract. You will own the CRM and email programme from strategy through to execution, automation and reporting, elevating communications that tell the stories of our hotels and experiences while driving repeat visits and long-term value.

Based at our London Bridge corporate office with occasional hotel travel, you will partner across Digital, Brand and Revenue teams and manage external partners to ensure

Qualifications

• Minimum 5 years CRM, lifecycle marketing or loyalty experience.
• Experience in premium hospitality or luxury brands.
• Strong copywriting and design sense.
• Hands-on with CRM platforms and marketing automation; Bloomreach preferred.
• Experience building automated lifecycle journeys and AB testing.
• Analytical with CRM reporting and tools like GA4/UTM tracking.

Responsibilities

• Own CRM communications strategy, calendar and delivery plan.
• Plan, brief, build and deliver BAU email campaigns.
• Own quality of CRM communications to reflect elevated hospitality and commercial goals.
• Develop segmentation, personalisation and lifecycle journeys.
• Work hands-on in CRM platform to create audiences, campaigns, tests and optimisations.
• Own CRM reporting and actioning insights across bookings, revenue and engagement.

Skills

CRM strategy

Lifecycle marketing

Loyalty programmes

Segmentation

A/B testing

Analytics

Copywriting

AI in CRM

Education

Bachelor's degree in Marketing or related field

Tools

Bloomreach Engagement

Google Analytics 4

HTML/CSS basics

Job description

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager on a 1-year interim contract. You will own the CRM and email programme from strategy through to execution, automation and reporting, elevating communications that tell the stories of our hotels and experiences while driving repeat visits and long-term value.

Based at our London Bridge corporate office with occasional hotel travel, you will partner across Digital, Brand and Revenue teams and manage external partners to ensure