CRM & Loyalty Leader – Luxury Hospitality

Hand Picked Hotels Ltd; Sevenoaks; On-site; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Company pension

Life assurance

EAP

Sick pay

28 days holiday with increases to 33

Training & development

Loyalty awards

Job summary

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager on a 1 year Interim contract. Based at our London Bridge corporate office with occasional travel to our hotels, you will own the CRM and email programme from strategy to execution, automation and reporting.

You will develop segmentation, lifecycle journeys, and campaigns to strengthen guest relationships and drive commercial performance across the collection.

Qualifications

• Minimum 5 years CRM, lifecycle marketing or loyalty experience.
• Experience in premium hospitality, travel or elevated lifestyle brand.
• Strong copywriting and editorial judgement with an eye for design.
• Hands-on experience with CRM platforms and marketing automation.
• Analytical with CRM reporting, GA4 and UTM tracking.
• Familiar with AI tools to support CRM planning.

Responsibilities

• Own CRM communications strategy, calendar and delivery plan, aligned to commercial priorities and brand.
• Plan, brief, create, build and deliver BAU email campaigns with internal/external partners.
• Ensure CRM communications reflect elevated hospitality and drive commercial objectives.
• Develop segmentation and personalisation strategies to improve relevance and lifetime value.
• Build, optimise automated lifecycle journeys (welcome, booking abandonment, post-stay, loyalty journeys).
• Own CRM reporting and analysis to turn insights into action.
• Collaborate with Digital, Brand, Revenue and hotel teams to align CRM with broader campaigns.
• Identify new channels and AI-enabled workflows to improve CRM effectiveness.

Skills

CRM strategy

Lifecycle marketing

Loyalty programmes

Copywriting

Analytics

AI tools for CRM

Tools

Bloomreach Engagement

Job description

Hand Picked Hotels is seeking an experienced CRM and Loyalty Manager on a 1 year Interim contract. Based at our London Bridge corporate office with occasional travel to our hotels, you will own the CRM and email programme from strategy to execution, automation and reporting.

You will develop segmentation, lifecycle journeys, and campaigns to strengthen guest relationships and drive commercial performance across the collection.