Interim CRM & Loyalty Lead

Go Fractional; Greater London; Hybrid; GBP 60,000 - 82,000; Full time

Benefits offered by this job

Pension

Life assurance

Employee Assistance Program

Sickness scheme

Holiday entitlement 28 days

Job summary

Hand Picked Hotels is seeking a hands-on CRM leader to own the end-to-end CRM and email programme, shaping strategy, planning, and execution across lifecycle journeys while driving commercial performance.

You will develop segmentation and personalisation, manage automated journeys, and partner with Digital, Brand, Revenue and hotels to deliver elevated guest experiences and long-term value.

Qualifications

• BAU email ownership and CRM programme management across lifecycle marketing.
• Strong copywriting and editorial judgement with an eye for design.
• Hands-on with CRM or marketing automation platforms; Bloomreach Engagement preferred.
• Experience building automated lifecycle journeys and segmentation.
• Analytical mindset with CRM reporting experience (GA4, UTMs).
• Comfort working with data quality and technical/integration partners.

Responsibilities

• Own the CRM communications strategy, campaign calendar and delivery plan.
• Plan, brief, create, build and deliver BAU email campaigns with partners.
• Own quality of CRM communications to reflect elevated hospitality and achieve commercial goals.
• Develop segmentation, personalisation and A/B testing.
• Build and optimise automated lifecycle journeys (welcome, booking abandonment, post-stay, loyalty).
• Create audiences, campaigns, automations and tests in the CRM platform.
• Own CRM reporting and translate insights into action.
• Review and prioritise data, integration, identity and automation improvements.
• Support Hand Picked Hotels membership and loyalty development.
• Collaborate with Digital, Brand, Revenue and hotel teams; manage CRM partner relationships.

Skills

CRM management

Lifecycle marketing

Loyalty programs

Copywriting

Analytics

AI tools usage

HTML/CSS basics

Excel skills

Stakeholder management

Experimentation (A/B)

Tools

Bloomreach Engagement

Google Analytics 4

Job description

Hand Picked Hotels is seeking a hands-on CRM leader to own the end-to-end CRM and email programme, shaping strategy, planning, and execution across lifecycle journeys while driving commercial performance.

You will develop segmentation and personalisation, manage automated journeys, and partner with Digital, Brand, Revenue and hotels to deliver elevated guest experiences and long-term value.