CRM & Loyalty Manager

Hotel Du Vin; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading hospitality company is seeking a CRM & Loyalty Manager to enhance customer engagement through data-driven email marketing. The role involves creating personalized campaigns, collaborating with multiple teams, and optimizing loyalty strategies to drive guest loyalty and lifetime value while ensuring compliance standards.

Benefits

Heavily discounted staff room rates

35% off dining at Brasseries and Bistros

Fully funded apprenticeships

High street discounts

Cycle to work scheme

Referral scheme with cash rewards

Complimentary stays on anniversaries

Private medical healthcare

Bonus plan based on KPIs

Critical illness cover

Qualifications

• Experience managing email marketing or CRM programmes in a B2C environment, ideally hospitality.
• Strong understanding of guest loyalty and customer lifetime value.
• Ability to collaborate with various departments and stakeholders.

Responsibilities

• Plan, build and send CRM campaigns using the existing email platform.
• Monitor subscriber growth, engagement, and ensure GDPR compliance.
• Use segmentation and personalisation to improve targeting and relevance.

Skills

Data-driven mindset

Segmentation

Lifecycle marketing

Personalisation

Copywriting

Organisational skills

Tools

Dotdigital

Klaviyo

Salesforce Marketing Cloud

GA4

Looker Studio

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 looking for a data-led and customer-focused CRM & Loyalty Manager to own email marketing and loyalty engagement across Malmaison and Hotel du Vin.
This role is all about turning guest data into action — creating campaigns that feel personal, timely and drive measurable value. You'll work with the wider digital, brand and commercial teams to ensure guests receive the right message at the right time, whether that’s a welcome series, birthday reward or timely offer based on past stays.
You’ll also help evolve our loyalty proposition, including supporting our work with the Global Hotel Alliance (GHA), and take the lead on CRM reporting and insight to guide strategy and shape how we build long-term customer relationships.

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

• Plan, build and send CRM campaigns using the existing email platform — including promotions, seasonal activity and triggered lifecycle journeys.
• Develop and manage automated programmes such as welcome journeys, pre-arrival comms and post-stay engagement.
• Track and report campaign performance across open rates, click-through and conversion, sharing learnings across the team.
• Use segmentation and personalisation to improve targeting and relevance.
• Partner with the digital, brand and commercial teams to align CRM with campaign activity and revenue goals.
• Support the development and delivery of our customer loyalty proposition, including working with GHA where required.
• Monitor subscriber growth, engagement and data health, ensuring GDPR compliance.
• Translate performance insight into action, identifying opportunities for testing, improvement and innovation.

What we’re looking for:

• Experience managing email marketing or CRM programmes in a B2C environment, ideally hospitality, travel or retail.
• Hands-on experience using platforms like Dotdigital, Klaviyo, Salesforce Marketing Cloud or a similar ESP.
• Experience working with or supporting GHA or other loyalty frameworks is a strong plus.
• Data-driven mindset with a strong grasp of segmentation, lifecycle marketing and personalisation.
• Proficient in reporting platforms such as GA4, Looker Studio or CRM dashboards.
• Skilled at copywriting and confident in maintaining tone of voice.
• Proactive, organised and collaborative, with a test-and-learn mindset.
• A clear understanding of how to build guest loyalty and drive customer lifetime value.
• Strategic and results-oriented with a passion for driving brand growth and revenue through innovative marketing tactics.
• Ability to work collaboratively with various departments and stakeholders, fostering strong relationships internally and externally.
• Strong organisational skills and attention to detail, with the ability to meet deadlines in a fast-paced environment.

#LI-CS1

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 Apprenticeshipprogrammes 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 offercomplimentary stayson your 1^st, 3^rdand 5^thanniversary 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.