Loyalty, CRM & Insights Manager

Itsu Limited; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Salary with bonus potential

Flexible working (1 day home)

Bank holidays off

Free breakfast and snacks

Office lunch + 50% store discount

Wellbeing benefits

Job summary

itsu is seeking a highly capable CRM and Loyalty Lead to own our loyalty and CRM strategy, delivering personalised customer experiences and measurable results across campaigns and journeys. You will partner with insight teams to uncover customer and competitor insights and translate them into strategic improvements.

The role combines strategic thinking with hands-on delivery, influencing across marketing, product and retail teams while maintaining a consistent brand voice across all CRM

Qualifications

• Experience building loyalty or CRM programmes with measurable results.
• Ability to derive actionable insights from customer data and competitive benchmarks.
• Strong communication and stakeholder influence to align marketing & product teams.

Responsibilities

• Own loyalty and CRM strategy, setting annual KPIs for CRM touchpoints.
• Lead reporting on loyalty, CRM and campaign performance to stakeholders.
• Align CRM content calendar with Marketing and ensure consistent tone-of-voice.
• Collaborate with loyalty and CRM partners to drive improvements and deliver ROI.
• Provide data-driven insights on customer segments and competition for strategic projects.

Skills

CRM strategy

Data analysis

Stakeholder management

Communication

Tools

SQL

Tableau

Excel

Job description

We are the leading Asian-inspired quick-service retail and grocery brand with over 80 restaurants across the UK, Belgium, and a growing wholesale business across Europe and beyond. Our renowned delicious food made fresh in every restaurant, every day, has made itsu a top choice for healthy eating.

In addition to our restaurants, itsu grocery offers a range of high-quality Asian-inspired foods available online and in supermarkets. We are excited to be one of the leading brands in this specific group and have ambitious plans for continued growth both domestically and globally.

With its best-in-class-food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

At itsu, we believe loyalty isn't built through points alone. It's built through great experiences, meaningful customer relationships and understanding what makes people choose us again and again. This role sits at the heart of that ambition. You'll own our loyalty and CRM strategy, helping us grow our loyal customer base, increase visit frequency and create personalised experiences that keep customers coming back. From developing the long-term strategy to delivering the day-to-day CRM programme, you'll ensure every campaign, journey and communication is purposeful, insight-led and delivers measurable results. This role goes beyond CRM. You'll become the voice of our customer, owning loyalty and customer insight across the business. Working with our insight partners, you'll uncover what our loyal and non-loyal customers think, understand how we're performing against the competition and identify opportunities to strengthen our products, proposition and marketing. You'll share these insights widely, helping shape business decisions and future strategy. Just as importantly, you'll champion a consistent, high-quality customer experience across every CRM touchpoint, ensuring our communications reflect the itsu brand and align with the wider marketing calendar. You'll combine strategic thinking with hands-on delivery, collaborate closely across the marketing team and always be looking for the next opportunity to improve. It's a role with real ownership, influence across the business and the opportunity to shape how itsu builds lasting relationships with millions of customers.

Core Responsibilities

• Ownership of the loyalty & CRM strategy and implementation, setting realistic annual KPIs for each touchpoint ensuring that performance is fully optimised to achieve our loyalty and CRM KPIs
• Reporting on loyalty, CRM and campaign performance to the business on a regular basis, ensuring key stakeholders are always kept informed
• Provide insight and identify continual improvement to ensure we are up to date on customer and competition insight to help inform marketing and business strategies and projects.
• Alignment - of the CRM marketing content calendar with the wider Marketing department, and ensure cohesion and consistency - from both a visual identity and tone-of-voice perspective
• Actively lead relationships with our loyalty and CRM partners, helping them fire on all cylinders and drive positive change aligned to agreed timelines & budgets
• Utilise all areas to access relevant insight on customer (loyal and non loyal), competitor and product and share this with the team and business for consideration in key strategic projects where relevant.

• You could be in-house, ready to take our loyalty, crm and insights to the next level. Or, at an agency working with clients who prioritise, and obsess over customers in the same way we do.
• A head for data, able to work with data and information sources to deliver actionable insights to the business.
• Excellent communicator and be willing to influence through best practice and ROI.
• You will have worked in a fast paced environment, used to changing priorities, with great attention to detail-down to the pixel!

Perks & Benefits

• A competitive salary
• Flexible working, including 1 day a week from home, and up to 2 week a year working from abroad
• Generous time off allowances [including bank holidays]
• Free breakfast and snacks available everyday
• A free itsu lunch whenever you are in the office and 50% off in all stores, for when you are not
• We cover a variety of different benefits such as physical, mental, financial, environmental and social wellbeing
• An array of business events and socials throughout the year