CRM & Loyalty Manager

Malmaison Hotel Du Vin Holdings Limited; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A hospitality group is seeking a CRM & Loyalty Manager to lead customer engagement and email marketing initiatives. The ideal candidate will have experience in managing B2C CRM programs, strong analytical skills, and proficiency in CRM systems. This role offers competitive salary and benefits, along with a hybrid working model and various employee perks.

Benefits

Heavily discounted Staff Room Rates

35% off dining bills

Fully funded Apprenticeship programmes

Cycle to work scheme

Referral schemes

Qualifications

• Proven experience managing B2C email marketing or CRM programs, ideally in hospitality, travel, or retail.
• Strong analytical skills with expertise in segmentation, lifecycle marketing, and personalisation.
• Detail-oriented with strong time management in fast-paced environments.

Responsibilities

• Define and develop the CRM & Loyalty strategy.
• Plan, build and send CRM campaigns end-to-end.
• Monitor, report and share insights on campaign performance.

Skills

B2C email marketing management

CRM systems (Dotdigital, Klaviyo, Salesforce Marketing Cloud)

Analytical skills

Segmentation and lifecycle marketing

Collaboration skills

Job description

Job Title: CRM & Loyalty Manager – Malmaison & Hotel du Vin
Salary: Competitive Salary & Benefits
Location: Flexible on location – Hybrid, with occasional travel to properties

With 37 inspiring lifestyle hotels across the UK, Malmaison & Hotel du Vin offer unparalleled sophistication, tailored service, and authentic experiences. Each of our properties tells a unique story, combining timeless elegance with modern luxury.

We’re seeking a data-driven, customer-focused CRM & Loyalty Manager to take ownership and lead email marketing and loyalty engagement across both brands.

You’ll turn guest data into impactful campaigns, personalised, timely, and results-driven - like welcome series, birthday rewards, and tailored offers. Alongside this, you’ll also lead in shaping the CRM strategy and evolve our loyalty proposition to build lasting customer relationships.

Working closely with digital, brand, and commercial teams, you’ll ensure guests receive the right message at the right time.

What you'll be doing as CRM & Loyalty Manager:

• Autonomy and ownership in defining and developing the CRM & Loyalty strategy.
• Plan, build and send CRM campaigns end-to-end - including promotions, seasonal activity and triggered lifecycle journeys.
• Develop and manage automated programmes (i.e. welcome journeys, pre-arrival and post-stay).
• Use segmentation and personalisation to improve targeting and relevance.
• Partner with cross-functional teams to align CRM with campaign activity and revenue goals.
• Lead the development and delivery of our customer loyalty proposition
• Monitor, report and share insights on campaign performance (open rates, clicks, conversions).
• Monitor and oversee subscriber growth, engagement, deliverability, and data compliance (GDPR).
• Translate insight into action, identifying opportunities for testing, improvement and innovation.

What we’re looking for:

• Proven experience managing B2C email marketing or CRM programs, ideally in hospitality, travel, or retail.
• Proficient in using CRM systems such as Dotdigital, Klaviyo, Salesforce Marketing Cloud, or similar.
• Familiarity with loyalty programs is a strong advantage.
• Strong analytical skills with expertise in segmentation, lifecycle marketing, and personalisation.
• Comfortable using reporting tools like GA4, Looker Studio, or CRM dashboards.
• Skilled copywriter with the ability to maintain brand tone of voice.
• Organised, proactive, and collaborative with a test-and-learn approach.
• Solid understanding of guest loyalty and strategies to increase customer lifetime value.
• Strategic thinker focused on driving brand growth and revenue through innovative marketing.
• Excellent cross-functional collaboration and stakeholder management skills, with the ability and confidence to work independently.
• Detail-oriented with strong time management in fast-paced environments.

In addition to competitive rates of pay we offer:

• Heavily discounted Staff Room Rates at Malmaison, Hotel du Vin with rooms available from £65 per night.
• Discounted Friends and Family Room Rate with 50% off best available rate.
• 35% off your bill when you dine in our Brasseries and Bistros.
• Fully funded Apprenticeship programmes that support you in developing your career.
• High Street Discounts on a range of high street shops, experiences, holidays and much much more.
• Cycle to work scheme – save up to 40% on a wide range of bikes.
• Referral schemes that pay up to £1,500 (just for getting your mates jobs!)
• We also offer complimentary stays on your 1st, 3rd and 5th anniversary with Dinner, Bed & Breakfast.
• Employee Assistance Programme – free, confidential advice available 24/7 to you and your family.

Plus on completing your probationary period you will be provided with:

• Private Medical Healthcare.
• Bonus Plan based on clear and transparent KPIs.
• Critical Illness cover.
• Life Assurance.

Our Sustainability Goals:

• 100% of our electricity is generated using renewable energy with most of it coming from Wind Farms around the UK.
• We recycle a minimum of 70% of the waste from our hotels. This target is achieved by everyone I the hotel focusing on the waste we produce and is championed by our Sustainability Council who work on project year round.
• We have moved to a chemical free cleaning system in our bedrooms and public areas and an enzyme based eco-friendly system for our kitchens.
• Volunteer to work for sustainable charities 2 days per year on full pay instead of your normal workplace.

Interested?? Click Apply Now

Malmaison & Hotel Du Vin are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.