Senior CRM Manager

Gordon Ramsay Restaurants; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Gordon Ramsay Restaurants is seeking a Senior CRM Manager to lead CRM strategy across the UK and US. This role involves developing customer retention strategies, managing CRM platform migrations, and leveraging data insights to enhance guest experiences. Join a dynamic team in a globally recognized restaurant group committed to innovation and quality.

Benefits

Competitive Pay Rate

Single Private Medical Insurance

Wage stream employer

Access to training & development opportunities

50% staff discount on food and drink

50% discount on Gordon Ramsay Academy classes

30% Discount on bookings for friends & family

Preferential Room Rates at partner hotels

Up to 2 hours of free mental health support

50% off Membership to CODE

Lunch provided at Office Locations and Restaurants

Qualifications

• Proven experience in a Senior CRM Manager role within hospitality or retail.
• Hands-on experience with CRM platform migrations.
• Strong knowledge of data privacy regulations like GDPR and CCPA.

Responsibilities

• Develop and execute a global CRM strategy for customer retention.
• Lead migration to a new CRM platform with minimal disruption.
• Design data-driven campaigns to enhance guest experience.

Skills

Customer segmentation

Personalisation

Analytics

Stakeholder management

Tools

CRM tools

ESP

Automation platforms

CDP

Job description

We are seeking a Senior CRM Manager to lead and elevate our CRM strategy across the UK & US Restaurants.

This role is pivotal in shaping how we engage with our guests, ensuring a seamless and data-driven approach to customer relationship management. This is an opportunity to shape CRM at a global best-in-class restaurant group.

Reporting to the Digital Director, you will be part of a dynamic and collaborative team with a culture of innovation, performance, and quality.

Key Responsibilities

• Develop and execute a robust global CRM strategy to drive customer retention, loyalty, and lifetime value across the UK and US.
• Lead the end-to-end migration to a new CRM platform, ensuring minimal disruption and maximising efficiency gains while optimising personalisation, automation, and customer engagement.
• Design and implement targeted, data-driven campaigns that enhance guest experience and revenue across digital and offline channels.
• Develop automated workflows, triggers, and journeys to engage customers at key moments in their journey, from acquisition to retention.
• Leverage customer data and insights to optimise CRM activities, measuring success through KPIs such as engagement, repeat visits, and revenue impact.
• Work closely with Marketing, Digital, Technology, and Operations teams to ensure CRM initiatives align with wider business goals.
• Ensure all CRM activities adhere to GDPR, CCPA, and other relevant data privacy regulations and compliance.
• Manage and mentor a growing CRM team, fostering a culture of innovation and performance.

About You

• Proven experience in a Senior CRM Manager role within the hospitality, restaurant, or retail industry.
• Hands-on experience with CRM platform migrations and implementations.
• Strong knowledge of CRM tools, ESPs, automation platforms, and CDPs.
• Data-driven mindset with expertise in customer segmentation, personalisation, and analytics.
• Excellent stakeholder management and ability to influence cross-functional teams.
• Experience in managing global or multi-market CRM strategies is a plus.
• Strong understanding of GDPR, CCPA, and best practices in data privacy.
• Passionate about guest experience and customer engagement.

What we offer you:

• Competitive Pay Rate
• Single Private Medical Insurance
• Wage stream employer-Employees can access up to 50% of wages before payday
• Access to our world-class training & development opportunities globally including WSET Accreditation Levels 1-3
• Work with and learn from extraordinary culinary and front-of-house talent in a diverse, energizing, and professional restaurant environment
• A fantastic 50% staff discount on food and drink in UK restaurants
• 50% discount on Gordon Ramsay Academy classes & courses for you and friends & family
• 30% Discount on bookings for your friends & family in all UK Restaurants
• Preferential Room Rates at Gordon Ramsay Restaurants partner hotels
• MYNDUP - up to 2 hours a month of free, anonymous mental health support & wellbeing, counseling, or therapy
• 50% off Membership to CODE, including unlimited access to industry offers across restaurants, bars, and hotels
• Lunch provided at Office Locations and in Restaurants

If you have a passion for hospitality and are looking to develop your career in a best-in-class global restaurant group, we would love to hear from you.

We do receive a high volume of applications and are only able to contact those who have been successful in moving to the next stage of the recruitment process.

At Gordon Ramsay Restaurants, we are driven to be an inclusive employer, devoted to creating an environment where our teams can thrive. We celebrate diversity and encourage everyone to be their authentic selves.

We succeed by cultivating talented teams with diverse skills & backgrounds. Everyone is welcome in our Gordon Ramsay Restaurants family. As we grow, we are committed to diversity, equality, and inclusion.