Customer Relationship Management & Loyalty Email Marketing Lead

TN United Kingdom; Sindlesham; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic CRM & Loyalty Email Marketing Lead to drive customer engagement and retention strategies. This pivotal role involves developing targeted email marketing campaigns, managing customer data, and collaborating with cross-functional teams to enhance brand loyalty. With a focus on data-driven insights, you will create personalized customer journeys and optimize campaign performance. Join a forward-thinking company that values creativity and offers an attractive benefits package, including life assurance and gym memberships.

Benefits

Life Assurance (4 X Annual Salary)

Medical Cash plan

Contributory Company Pension Scheme

Membership to Nirvana Spa & Gym 108

Discounts on selected products

Company sick pay

Free on-site parking

Company uniform provided

Qualifications

• 13 years of experience in email marketing, ideally in hospitality or luxury sectors.
• Strong understanding of HTML for email templates and A/B testing.

Responsibilities

• Develop and implement email marketing strategies to enhance customer retention.
• Manage customer database and ensure data accuracy for effective segmentation.

Skills

Email Marketing

Data Analysis

Project Management

HTML

GDPR Compliance

Communication Skills

Tools

Email Service Provider (ESP) platforms

Marketing Automation Tools

Job description

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Customer Relationship Management & Loyalty Email Marketing Lead, Sindlesham

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Client:

Location:

Sindlesham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

167146587412

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

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Job Description:

Overall Aim of the Role:

We’re looking for a talented and driven CRM (Customer Relationship Management) & Loyalty Email Marketing Lead to help shape and execute our customer retention and engagement strategies across the Nirvana Collection. If you’re passionate about building customer relationships through data-driven marketing and delivering personalised, high-impact campaigns, this is the role for you.

You will play a key role in developing and executing the email marketing strategy for Nirvana Spa, West Court Retreat, and Gym 108. You will be responsible for enhancing customer retention, increasing customer lifetime value, and driving engagement through targeted campaigns and data-driven insights.

You’ll work closely with the wider marketing, and customer experience teams to build seamless customer journeys and create engaging, personalised content that strengthens brand loyalty and drives revenue.

(We reserve the right to close this vacancy early if a suitable candidate is found)

What you’ll do:

Key responsibilities of this role will include:

• Develop and implement a strategy to increase brand reach, customer retention, engagement, and revenue across all Nirvana Collection brands.
• Manage and maintain the customer database, ensuring data accuracy and effective segmentation.
• Build a comprehensive email marketing calendar aligned with business and marketing objectives.
• Manage day-to-day campaign planning, data segmentation, and performance tracking.
• Develop and grow a new loyalty programme to drive repeat bookings and customer engagement.
• Create personalised customer journeys and tactical triggered campaigns based on customer behaviour and lifecycle.
• Develop insights on customer behaviour and purchasing patterns to inform future campaigns and business decisions.
• Work with third-party agencies and partners to enhance capabilities and implement new technology solutions.
• Collaborate with the digital and customer experience teams to improve customer touchpoints and deliver a consistent brand experience.
• Build and optimise email templates, ensuring best practices in design and deliverability.
• Conduct A/B testing to optimise open rates, click-through rates, and conversions.
• Provide detailed reporting on campaign performance and customer engagement, using insights to refine future activity.
• Monitor competitor email activity and industry trends to ensure best-in-class email marketing.
• Ensure all activity complies with GDPR (General Data Protection Regulations) and other relevant data privacy regulations.

Who you’ll be:

The successful applicant will be able to demonstrate:

Skills and attributes

• 13 years of experience in email marketing, ideally within the hospitality, wellness, or luxury sectors.
• Experience working with ESP (Email Service Provider) platforms (for example, Dotdigital) and marketing automation tools.
• Strong understanding of HTML (Hyper Text Markup Language) for email templates and A/B testing methodologies.
• Analytical mindset with experience in reporting on customer behaviour and campaign performance.
• Excellent knowledge of GDPR (General Data Protection Regulations) and data privacy best practices.
• Strong project management and organisational skills, with the ability to manage multiple campaigns simultaneously.
• Exceptional communication skills, with the confidence to work cross-functionally and influence stakeholders.
• Creative mindset with a passion for delivering engaging, customer-centric campaigns.

What we’ll offer you:

We offer an attractive benefits package which includes:

• Life Assurance (4 X Annual Salary)
• Medical Cash plan *
• Contributory Company Pension Scheme
• Membership to Nirvana Spa & Gym 108
• Discounts on selected products
• Company sick pay *
• Free on-site parking
• Company uniform provided

(* upon successful completion of probationary period)

Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.

We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability.