CRM & Loyalty Manager

Heartwood Collection; Teddington; On-site; GBP 40,000 - 60,000; Full time

Job summary

A premium casual dining group is seeking a results-driven CRM & Loyalty Manager to lead customer engagement strategies and optimize retention initiatives. The role involves developing and executing CRM strategies, overseeing customer lifecycle management, and managing targeted campaigns. The ideal candidate will have proven experience in CRM, strong analytical skills, and hands-on experience in marketing campaigns. Benefits include a competitive salary, bonus opportunities, private healthcare, and various discounts for employees.

Benefits

Competitive salary

Head Office Bonus (up to 10% of salary)

Private healthcare (Bupa)

50% off food in all sites

Friends and Family discount of 20% off food

Discounted Rooms at our Inns

Enhanced Maternity & Paternity package

25 days of holiday plus bank holidays

Option to buy an extra 5 days holiday

Refer a Friend Bonus up to £1500

Employee Assistance Program

Cycle to Work Scheme

Qualifications

• Proven experience in CRM, loyalty, or retention marketing.
• Hands-on experience managing email and SMS marketing campaigns.
• Strong analytical skills with the ability to interpret data.

Responsibilities

• Develop and execute the CRM and loyalty strategy.
• Lead segmentation and personalisation initiatives.
• Monitor campaign performance and provide insights.

Skills

Customer segmentation

Personalisation

Email marketing

SMS marketing

Data analysis

Stakeholder management

CRM management

Analytical skills

Communication

Google Analytics

Tools

Atreemo

Klaviyo

HubSpot

Google Tag Manager

Google Search Console

Excel

Job description

We are seeking a results-driven CRM & Loyalty Manager to lead our customer engagement strategies, optimise retention initiatives, and drive loyalty growth. This role will combine strategic thinking with hands‑on execution to deliver highly personalised, data‑driven campaigns that enhance the customer experience and maximise lifetime value.

Responsibilities

• Develop and execute the overarching Le Club & Treats CRM and loyalty strategy, aligned with business objectives.
• Lead segmentation and personalisation initiatives to deliver tailored communications and offers.
• Oversee customer life cycles, ensuring targeted strategies to maximise engagement and retention.
• Plan, execute, and optimise email and SMS campaigns, including promotions and lifecycle communications.
• Continuously monitor campaign performance, providing actionable insights to improve effectiveness.
• Manage stakeholder communications, ensuring timely and relevant messaging.
• Ensure all CRM and loyalty activity adheres to data compliance regulations (e.g., GDPR).
• Analyse customer data and insights to identify opportunities for retention and revenue growth.
• Respond to high‑level loyalty customer queries and any technical challenges with IT & platforms.
• Deliver regular performance reporting on CRM and loyalty initiatives.
• Use data analysis to inform decision‑making and optimise campaigns.
• Provide insights to stakeholders and the wider marketing team to support business strategy.

Qualifications

• Proven experience in CRM, loyalty, or retention marketing.
• Strong understanding of customer segmentation, personalisation, and lifecycle marketing.
• Hands‑on experience managing email and SMS marketing campaigns.
• CRM management experience using platforms such as Atreemo, Klaviyo, HubSpot, or similar systems.
• Experience in loyalty app development, including app build and UI considerations, is advantageous.
• Strong analytical skills with the ability to interpret data and translate insights into actionable recommendations.
• Confident in analysing trends and presenting data clearly to stakeholders.
• Working knowledge of Google Analytics, Google Tag Manager, and Google Search Console.
• Strong Excel skills and comfort working with numbers, with data at the core of decision‑making.
• Highly detail‑oriented and well organised, with the ability to manage multiple campaigns simultaneously.
• Capable of owning tasks and issues end‑to‑end, from research through to resolution.
• Committed to delivering and maintaining consistently high standards.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams.
• Confident presenting insights, performance updates, and recommendations.
• Good understanding of data protection, privacy, and compliance regulations relevant to CRM and marketing activity.

Benefits

• Competitive salary
• Head Office Bonus (up to 10% of salary)
• Private healthcare (Bupa)
• The Pantry – 100s of retailers and experience discounts through Reward Gateway
• 50% off food in all Heartwood Collection sites
• Friends and Family discount of 20% off food at all Heartwood Collection sites
• Discounted Rooms at our Inns
• Enhanced Maternity & Paternity package
• 25 days of holiday plus bank holidays
• Additional holiday – option to buy an extra 5 days holiday per year
• Refer a Friend Bonus up to £1500
• A thoughtful gift to celebrate your birthday
• Employee Assistance Program with Hospitality Action
• Cycle to Work Scheme
• Instant access to pay you have already earned through EarlyPay

About Heartwood Collection

Heartwood Collection is one of the UK's fastest‑growing premium casual dining groups, home to the award‑winning Brasserie Blanc and Heartwood Inns brands. Backed by Alchemy Partners since 2022, we operate 48 sites today and are on an ambitious growth journey, including a rapidly expanding rooms business set to exceed 300 bedrooms by 2026. We are proud of our family culture, collaborative spirit and appetite for growth. This is an exciting time to join a business where data plays a critical role in shaping commercial success and long‑term strategy.