Customer Loyalty Manager

JR United Kingdom; Slough; On-site; GBP 50,000 - 70,000; Full time

Job summary

A London-based hospitality company is seeking a Senior CRM & Loyalty Manager. This role involves shaping guest relationships through innovative CRM strategies, overseeing loyalty programs, and collaborating with creative teams. With a focus on guest experience, the position offers a chance to make a significant impact in a vibrant environment, supported by a purpose-driven culture and numerous benefits.

Benefits

25 days' holiday plus bank holidays

Generous food & drink perks

Monthly allowance for experiences with friends

Regular team events

Support for personal development

Qualifications

• At least 5 years' experience in CRM and loyalty roles, ideally in hospitality.
• Proven success in delivering effective CRM strategies.
• Strong budget management and collaborative skills.

Responsibilities

• Develop CRM and lifecycle strategies across various digital channels.
• Lead the creation of a loyalty strategy to enhance guest retention.
• Utilize testing to improve campaign performance.

Skills

CRM Strategies

Creative storytelling

Data insights

Stakeholder management

Team leadership

Tools

Braze

Salesforce

Klaviyo

Job description

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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.