Senior CRM Executive – Loyalty & Retention

Trafalgar Entertainment Group; Greater London; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Competitive remuneration

Benefits package

Job summary

Trafalgar Entertainment is seeking a Senior CRM Executive to analyse customer and campaign data within our CRM systems to improve engagement, loyalty and drive business growth across UK venues and agency brands.

You will work with the CRM Loyalty & Retention Manager to deliver data-driven insights, develop segmentation, support new email journeys, ensure data quality, and help maximise revenue while complying with GDPR.

Qualifications

• Minimum 18 months experience with a CRM system.
• Proven data analysis to generate insights for senior stakeholders.
• Excellent verbal and written communication skills.
• Ability to collaborate with cross-functional teams.
• Attention to detail with CRM project delivery.

Responsibilities

• Drive CRM projects to increase loyalty and retention.
• Collect, clean and analyse data; build reports and dashboards.
• Produce monthly performance reports for senior stakeholders.
• Analyse AB testing and drive learnings.
• Develop customer segmentation logic.
• Support CRM Marketing activities and email programmes.
• Maintain CRM data quality and handle data imports/exports.
• Collaborate with IT, marketing and customer service to optimise CRM usage.

Skills

CRM systems

Data analysis

Stakeholder communication

Tools

HubSpot CRM

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference REQ01336 Date posted 19/10/2026 Application closing date 30/10/2026 Location The Strand, London Salary 32000-34000 Package Blank Contractual hours 40 Basis Full time Job category/type Ticketing Attachments Blank

Senior CRM Executive – Loyalty & Retention

ABOUT TRAFALGAR ENTERTAINMENT (TE)

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focused on new productions, the distribution of live-streaming innovative content and the provision of amazing spaces where people can come together to share in the experience of live entertainment. Trafalgar Entertainment’s largest shareholder is Barings Alternative Investment which operates as a subsidiary of MassMutual Holding LLC with assets under management of USD 771bn. Before Trafalgar Entertainment, Howard and Rosemary built from scratch and ran for its first 25 years, one of the world’s largest and most successful live theatre businesses – the Ambassador Theatre Group Ltd (ATG).

Trafalgar Theatres operates the UK’s largest specialist regional theatre portfolio with 12 theatres currently, in addition to the Trafalgar Theatre in London, Theatre Royal Sydney and will open the ground-breaking Olympia Theatre as part of the £1.3bn Olympia development.

ABOUT TRAFALGAR TICKETS

Trafalgar Tickets was created in 2021 with the primary objective of creating a consumer ticketing brand for our venues. We welcome 2 million patrons to our regional venues annually, offering a varied program of world-class live entertainment. Trafalgar Tickets will become the leading ticketing service in its class with customer centricity at its heart whilst creating unique value propositions for our clients and partners. The ticketing division also includes London’s premier ticket agency: London Theatre Direct. With over 20 years of leading the market in innovation and creativity, we serve 2 million customers annually through our best in market technology solutions and unrivalled inventory access.

ABOUT THIS ROLE

Trafalgar Tickets is seeking a dynamic Senior CRM Executive to analyse customer and campaign data within our CRM systems to improve customer engagement, loyalty and drive business growth.

KEY RESPONSIBILITIES

• Working alongside the CRM Loyalty & Retention Manager, drive forward CRM projects aimed at increasing loyalty & retention and improving customer experience
• Collect, clean and analyse data to uncover insights, build reports & dashboards and track KPIs for both the UK regional venues and ticket agent brands, providing insights on customer behaviour and engagement.
• Produce monthly reports for senior stakeholders on the performance of campaign activity, forming insights whilst identifying and sharing opportunities & recommendations.
• Analysis of AB testing, ensuring we are generating statistically significant results that drive learnings and recommendations for future experiments.
• Develop and manage customer segmentation logic to target specific groups effectively.
• Monitor campaign performance, report on results and identify opportunities for improvement.
• Support CRM Marketing activities, as required.
• Collaborating with the CRM Marketing team to develop customer acquisition and retention strategies based on analytical insights, as well as supporting with the development of the new email programmes (journey planning, messaging, email briefs).
• Maintain CRM data quality, manage data imports/exports, and support CRM system enhancements (Hubspot).
• Work with other teams to meet data needs and support business objectives.
• Collaborating with other teams, such as IT, marketing and customer service to ensure that the CRM system is being used effectively and to identify areas for improvement.
• Contribute to the CRM revenue budget line, ensuring that we are delivering projects that maximise revenue in line with set targets across both Primary (Venues) and Agency.
• Embrace AI and other new tools and features within the CRM system to ensure that we drive value and stay at the forefront of technology.
• Ensure CRM solutions align with business strategy, compliance, data governance, and GDPR requirements.
• Addressing data issues or discrepancies reported by users and providing timely solutions.
• Offering training and support to team members to maximise the CRM system’s usage and benefits.
• Contribute to customer data management and segmentation, ensuring the highest standards are adopted across the team with a focus on maximising revenue whilst keeping GDPR at the heart of what we do.
• Always acting in accordance with Trafalgar Entertainment’s values and ethics.
• Any other ad-hoc duties as required.

ABOUT YOU

• You have a minimum of 18 months experience with a CRM system, ideally Hubspot.
• You have a proven track record of analysing data to generate insights and recommendations for a senior audience.
• Excellent verbal and written communication skills for presenting findings and recommendations.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Aptitude for diagnosing issues within CRM systems and providing logical solutions.
• Impeccable attention to detail, with a proven track record of delivering CRM projects and insights.
• Able to operate in a fast-paced environment, juggling multiple priorities at any one time with a proven track record of positive feedback from key stakeholders.
• Very well organised and good with time management.

WHAT WE OFFER YOU

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

We offer competitive remuneration and benefits package.