Loyalty CRM Manager — End-to-End Customer Journeys

Leonardo Royal Hotel London St Pauls; Park Central; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Special hotel rates

Vouchers for shops

Referral scheme

Wellbeing calendar

Training & progression

Job summary

Leonardo Royal Hotel London St Pauls in London is seeking a CRM Manager: Loyalty and Customer Journeys to design, execute, and optimise end-to-end member communications for our global loyalty programme.

You will own our CRM and marketing automation platforms, translating loyalty mechanics into data-driven journeys, and work with cross‑functional teams to boost engagement, retention and lifetime value while upholding GDPR standards.

Qualifications

• 5+ years in CRM, loyalty, or lifecycle marketing in hospitality, travel, retail or consumer-facing business.
• Strong customer journey design, segmentation, and marketing automation experience.
• Experience with Salesforce Marketing Cloud to build campaigns.
• Knowledge of GDPR/PECR and data hygiene.
• SQL or HTML/AMPscript for advanced Salesforce customization (desirable).

Responsibilities

• Design, build, and optimise automated loyalty lifecycle journeys.
• Own member communications across email, push, and SMS.
• Conduct A/B and multivariate tests to improve metrics.
• Collaborate with Loyalty Ops, Marketing, Revenue, and Partnerships.
• Develop dashboards to track CRM-attributed revenue and CLV.
• Act as CRM platform owner ensuring data quality and best practices.

Skills

CRM

Loyalty marketing

Lifecycle journeys

SFMC

SQL

AMPscript

Tableau/Power BI

GDPR/PECR

Data analysis

Stakeholder communication

Tools

Salesforce Marketing Cloud

Tableau

Power BI

Job description

Leonardo Royal Hotel London St Pauls in London is seeking a CRM Manager: Loyalty and Customer Journeys to design, execute, and optimise end-to-end member communications for our global loyalty programme.

You will own our CRM and marketing automation platforms, translating loyalty mechanics into data-driven journeys, and work with cross‑functional teams to boost engagement, retention and lifetime value while upholding GDPR standards.