Customer Loyalty Manager

JR United Kingdom; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading London-based hospitality business seeks a Senior CRM & Loyalty Manager to enhance guest relationships through strategic CRM initiatives. This role involves leading the development of thoughtful campaign strategies, managing data insights, and optimizing guest journeys across multiple communication channels. Candidates should have significant experience in hospitality or consumer brands, with a strong focus on both strategy and execution.

Benefits

25 days holiday plus bank holidays

Generous food and drink perks

Monthly allowance for experiences

Regular team events

Support for personal and professional development

Qualifications

• At least 5 years' experience in CRM and loyalty roles, ideally in hospitality.
• Experience with platforms like Braze, Salesforce, or Klaviyo.
• Strong stakeholder and budget management skills.

Responsibilities

• Lead the development and execution of CRM and loyalty strategies.
• Create automated, behavior-based guest journeys for engagement.
• Monitor CRM performance and adapt strategies based on insights.

Skills

CRM Strategy Development

Data Insights

Stakeholder Management

Budget Management

Collaborative Mindset

Tools

Braze

Salesforce

Klaviyo

Job description

Social network you want to login/join with:

Customer Loyalty Manager, london (city of london)

col-narrow-left

Client:

COREcruitment Ltd

Location:

london (city of london), United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

7

Posted:

28.06.2025

Expiry Date:

12.08.2025

col-wide

Job Description:

Senior CRM & Loyalty Manager | London-Based Hospitality Business

We are working with a London-based hospitality business who are looking for a strategic and creative Senior CRM & Loyalty Manager to help shape how they build lasting guest relationships—both online and in their venues.

About the Role

This is an exciting opportunity to reimagine how the company engage with their guests through CRM and loyalty—creating thoughtful, personal communications that drive connection and commercial impact.

You’ll lead the development and execution of CRM and loyalty strategies across the business. You’ll blend data insights with creative storytelling to build journeys and campaigns that are timely, relevant, and emotionally resonant.

What You’ll Be Doing

• Develop and deliver CRM and lifecycle strategies across email, SMS, and push notifications.
• Manage the CRM campaign calendar, ensuring communications are well-timed and meaningful.
• Build automated, behaviour-based guest journeys to increase repeat visits and drive emotional engagement.
• Use testing and experimentation to continuously improve performance.
• Collaborate with marketing, creative, and operations teams to align CRM with broader campaigns and initiatives.
• Lead the creation of a loyalty proposition that builds genuine guest retention and reflects brand values.
• Design a seamless experience across digital and in-venue channels.
• Monitor participation, performance, and lifetime value to evolve the programme based on insight.
• Own the CRM data strategy, ensuring responsible and compliant data collection and usage.
• Turn complex guest data into actionable insights across departments.
• Build reporting dashboards to track key CRM and loyalty KPIs.
• Partner with finance to understand and improve ROI.
• Lead and mentor a growing CRM & Loyalty function, with both internal and external resources.
• Manage agency relationships and oversee budgets, timelines, and output.
• Work cross-functionally to ensure the guest experience is consistent and cohesive at every touchpoint.

About You

• Deeply guest-focused—you think in terms of journeys and experiences, not just campaigns.
• At least 5 years’ experience in CRM and loyalty roles, ideally in hospitality, lifestyle, or consumer brands.
• Proven success delivering CRM and loyalty strategies that perform commercially and emotionally.
• Experienced with platforms such as Braze, Salesforce, or Klaviyo.
• A blend of strategic thinking and hands-on delivery, with strong stakeholder and budget management skills.
• Collaborative, curious, and excited by the opportunity to make a real impact.

What’s in It for You

• 25 days’ holiday, plus bank holidays and additional time off for key company events.
• Generous food and drink perks when working in our venues.
• Monthly allowance to share the experience with friends and family.
• Regular team events and a welcoming, purpose-driven culture.
• Ongoing support for personal and professional development.
• A collaborative team environment that values creativity, care, and growth.

If you're passionate about guest experience and ready to take ownership of CRM and loyalty in a growing business, we’d love to hear from you.