CRM Manager - 12 month FTC

Pizza Express; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hospitality brand in London is seeking a CRM Manager to lead customer relationship strategies and deliver impactful, data-driven campaigns. The ideal candidate will have proven experience in executing CRM initiatives within retail or hospitality, showcasing strong analytical and communication skills. Join a vibrant team that values performance, inclusivity, and creativity.

Qualifications

• Proven experience in a CRM or Lifecycle Marketing Manager role.
• Track record of executing data-driven CRM campaigns.
• Deep understanding of customer targeting and personalisation strategies.

Responsibilities

• Deliver the CRM strategy and campaign roadmap.
• Segment the CRM database to personalise communications.
• Design and optimise customer lifecycle journeys.

Skills

CRM campaign execution

Customer segmentation

HTML and CSS

Data analysis

Communication skills

Tools

Mapp

ESP platforms

Job description

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Are you a CRM expert with a passion for transforming customer data into engaging, insight-driven journeys? At PizzaExpress, we're looking for a CRM superstar to own and evolve our customer relationship strategy while creating standout omnichannel campaigns that drive loyalty, increase lifetime value, and deliver measurable revenue impact. Copywriter and content development skills are a must for this role!

At PizzaExpress, our guests are at the heart of everything we do, and your mission will be to keep them coming back for more. From punchy push notifications to perfectly timed emails, you'll deliver campaigns that surprise, delight, and drive real results.

In this role, you'll lead the execution of our CRM roadmap, using segmentation, automation, and lifecycle marketing to deliver timely, relevant communications across key channels. If you're fluent in customer journeys, obsessed with data, and ready to make a big impact in a fast-paced hospitality brand, we want to hear from you.

What you'll do:

1. Deliver the CRM strategy and campaign roadmap in line with commercial goals, ensuring all campaigns are on-brand, on-budget, and on time.
2. Segment the CRM database using behavioural, transactional, and demographic data to personalise communications across email and push channels.
3. Design and optimise customer lifecycle journeys (e.g., welcome, loyalty, win-back, post-visit) to increase engagement, retention, and frequency of visit.
4. Plan and execute multi-channel CRM campaigns, from initial brief and data selection to build, deployment, and post-campaign analysis.
5. Leverage analytics and customer insights to continuously improve targeting, messaging, and conversion performance.
6. Develop a robust testing strategy (e.g., A/B testing of subject lines, content, offers, CTAs) to optimise performance and drive incremental gains.
7. Maintain CRM dashboards and reporting, providing regular performance updates and insights to stakeholders across the business.
8. Collaborate cross-functionally with Brand, Digital, Trading, and Data teams to ensure CRM is embedded within broader marketing and commercial strategies.
9. Write compelling, data-informed content that supports CRM objectives and resonates with key customer segments.

What you'll need:

1. Proven experience in a CRM or Lifecycle Marketing Manager role, ideally within retail, hospitality, or consumer brands.
2. A track record of planning, executing, and optimising data-driven CRM campaigns with a strong focus on email and push communications.
3. Deep understanding of customer segmentation, targeting, and personalisation strategies.
4. Experience with HTML + CSS to troubleshoot and edit email content as required.
5. Hands-on experience with ESP platforms, ideally Mapp, and associated CRM tools (e.g., analytics, automation, data platforms).
6. Strong analytical mindset with the ability to interpret campaign performance metrics and derive actionable insights.
7. Experience with CRM testing methodologies and measurement frameworks.
8. Excellent communication skills with a flair for writing persuasive, customer-focused CRM copy.
9. Team leadership or line management experience is a plus.

Who We Are:

Where those who love pizza can be their true self. We've been around since 1965, bringing pizza to the UK and have since grown to a multichannel, international brand. Our people are at the heart of our success, and everything we do is rooted in our values: use your head, show your heart, and create a home. This means:

• Head - We are customer-centric, commercially driven, and obsessed with performance.
• Heart - We show our heart, are honest and vulnerable with our teams, and lead through our people.
• Home - We create a home where everyone has a place at our marble table and can express themselves every day.

Inclusivity and respect are at the core of our business. PizzaExpress and Milano is a place where everyone is welcome, and everyone belongs. We assess each application based on aptitude for the role, not other factors.