Customer Loyalty Manager

COREcruitment Ltd; London; On-site; GBP 65,000 - 70,000; Full time

Job summary

Join a London-based hospitality business as a Senior CRM & Loyalty Manager to enhance guest relationships through innovative CRM strategies. You will lead cross-functional collaborations, utilizing data insights to drive engagement and emotional connections. This role offers a platform for creativity and strategic impact, providing excellent professional growth opportunities.

Benefits

25 days’ holiday plus bank holidays

Generous food and drink perks

Monthly allowance for family and friends

Regular team events

Ongoing personal development support

Qualifications

• At least 5 years’ experience in CRM and loyalty roles, ideally in hospitality.
• Proven success in delivering high-performing CRM strategies.
• Strong stakeholder and budget management skills.

Responsibilities

• Lead the development and execution of CRM strategies.
• Manage the CRM campaign calendar and build automated guest journeys.
• Monitor and report on CRM and loyalty KPIs.

Skills

Guest-focused

Strategic thinking

Data-driven decisions

Campaign management

Collaborative

Tools

Braze

Salesforce

Klaviyo

Job description

This range is provided by COREcruitment Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from COREcruitment Ltd

Specialist Recruitment Consultant @ COREcruitment Ltd

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Hospitality and Restaurants

Referrals increase your chances of interviewing at COREcruitment Ltd by 2x

Get notified about new Customer Loyalty Manager jobs in London Area, United Kingdom.

Greater London, England, United Kingdom 2 weeks ago

Loyalty Manager - Membership (Full-time)

London, England, United Kingdom 1 day ago

Senior Digital Customer Experience Manager

London, England, United Kingdom 17 hours ago

London Area, United Kingdom £65,000.00-£70,000.00 9 hours ago

London, England, United Kingdom 3 weeks ago

Senior CRM & CX Manager, Global CIX (Mat Cover)

London, England, United Kingdom 2 days ago

London, England, United Kingdom 1 week ago

VodafoneThree - Loyalty Partnerships Manager (12 month FTC)

London, England, United Kingdom 1 week ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 3 days ago

Senior CRM & CX Manager, Global CIX (Mat Cover)

London, England, United Kingdom 10 hours ago

Senior Digital Customer Experience Manager

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 3 days ago

Senior Manager, Customer Success - Strategic

London, England, United Kingdom 1 week ago

Senior Customer Success Manager (Ref: 5-2fb)

London, England, United Kingdom £80,000.00-£90,010.00 22 hours ago

London, England, United Kingdom 2 weeks ago

Senior Partnership Success Manager - Worldpay for Platforms

Marlow, England, United Kingdom 5 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 2 weeks ago

Senior Manager Q Customer Success, Customer Success Team

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 month ago

Tottenham, England, United Kingdom 1 day ago

London, England, United Kingdom 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.