CRM & Loyalty Lead - Shape Retention & Loyalty Strategy

Major Players | B Corp™; England; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Free on-site parking

Job summary

Major Players in Surrey (Hybrid, up to 2 days WFH) is seeking a CRM & Loyalty Lead to own membership communications and build the retention, loyalty and lifecycle engine across its portfolio of venues. You will design journeys, loyalty mechanics and repeat-visit programmes, while leading a small CRM team and coordinating with a lifecycle partner agency to move quickly.

If you love turning fragmented data into personalised, measurable customer journeys and want genuine ownership, this is a

Qualifications

• Proven experience leading CRM or loyalty programs.
• Experience building CRM on fragmented data.
• Experience with multi-site hospitality or retail is a plus.

Responsibilities

• Own membership communications end-to-end, including renewal and lifecycle messaging.
• Design onboarding, renewal and lapse-risk journeys with measurable conversions.
• Build loyalty and frequency programmes to boost repeat visits.
• Use segmentation and propensity data to personalise communications.
• Help shape a single customer view for CRM, acquisition and commercial activity.
• Brief and manage a CRM/lifecycle implementation agency with a clear roadmap.
• Lead collaboration with tech, brand, insights and commercial teams.
• Manage and develop two CRM Executives.
• Report on retention, loyalty and lifetime value performance.

Skills

CRM leadership

Lifecycle marketing

Data analysis

Agency management

People management

Job description

Major Players in Surrey (Hybrid, up to 2 days WFH) is seeking a CRM & Loyalty Lead to own membership communications and build the retention, loyalty and lifecycle engine across its portfolio of venues. You will design journeys, loyalty mechanics and repeat-visit programmes, while leading a small CRM team and coordinating with a lifecycle partner agency to move quickly.

If you love turning fragmented data into personalised, measurable customer journeys and want genuine ownership, this is a