CRM - Marketing Manager - Service

Colonial Group; Dunstable; Remote; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare (BUPA)

Pension 10% matched

Hotel discounts (Premier Inn)

Job summary

Premier Inn is seeking a CRM Marketing Manager to design, implement, optimise and automate CRM communications across the guest journey, from booking through post-stay, to support revenue growth.

You will lead initiatives with Digital Product, Data, and other stakeholders to deliver personalised, timely messaging that protects conversions and enhances the guest experience. This role is based at Whitbread Court, Dunstable.

Qualifications

• Experience designing and managing CRM journeys and automation across channels.
• Proven ability to work with cross-functional teams (Digital Product, Data, Tech).
• Strong data-driven mindset with proficiency in campaign analysis.
• Ability to deliver clear, customer-focused messaging and optimise guest communications.

Responsibilities

• Design, implement and manage automated CRM journeys across channels (booking to post-stay).
• Collaborate with digital, data and Tech teams to define data and triggers for journeys.
• Own and improve service communications, ensuring clear, high-quality messaging.
• Monitor performance, run A/B/multivariate tests, and optimise messaging to improve engagement and guest experience.

Skills

CRM strategy

Automation

CRM platforms

Data-driven decision making

Stakeholder influence

Campaign analysis

Adobe Analytics

Tools

Hightouch

Tealium

Braze

Bloomreach

Adobe Campaign

Job description

We're looking for a CRM Marketing Manager to design, implement, optimise and automate service and transactional CRM communications that enhance the guest experience and support long-term revenue growth for Premier Inn. This role will play a key part in delivering timely, relevant and personalised communications across the guest journey - from booking confirmation through to post-stay.

You'll lead CRM initiatives that improve the post-booking experience, helping guests feel informed, prepared and supported throughout their stay. Working closely with Digital Product, F&B, ancillaries, digital, data and ecommerce stakeholders, you'll shape customer-centric communications that protect conversion, reduce complaints and support commercial objectives

Role: CRM Manager

Contract Type: FTC until August 2027

Location: Whitbread Court, Dunstable

Why You'll Love It Here

• Healthcare: Family BUPA healthcare
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
• Annual Incentive of up to 20% Bonus

Check out all our benefits here:https://www.whitbreadcareers.com/about-us/benefits/

What you'll be doing:

You'll design, implement and manage automated service journeys across CRM channels, including booking confirmations, pre-stay communications, in-stay or reactive hotel messaging and post-stay follow-ups. You'll collaborate with digital, data and Tech teams to define the data and triggers needed to deliver these journeys effectively through CRM systems.

You'll own and improve service communications, ensuring messaging is clear, consistent, high quality and customer-focused. This includes supporting emerging opportunities around online check-in and in-stay communications, communicating operational issues clearly to guests, and using segmentation to reach the right customers at the right time.

You'll also monitor and analyse performance across CRM journeys and automations, delivering A/B and multivariate testing across timing, channels, content and segments. Using performance insights, guest behaviour and feedback, you'll continuously optimise messaging to improve engagement, conversion and overall guest experience

What you'll need:

• Strong knowledge of CRM strategy, automation, platforms and workflows.
• Experience using leading CRM platforms, CDPs or CEPs such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign.
• Strong experience delivering automated journeys and a good understanding of transactional and service messaging.
• Good analytical background as well as data-driven and confident leading, mentoring and influencing stakeholders to deliver customer and commercial outcomes.
• Experience with campaign analysis and Adobe Analytics