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With 37 inspiring lifestyle hotels across the UK, Malmaison & Hotel du Vin offer unparalleled sophistication, tailored service, and authentic experiences. Each of our properties tells a unique story, combining timeless elegance with modern luxury.

What you'll be doing as CRM & Loyalty Manager:

• Plan, build and send CRM campaigns using the existing email platform — including promotions, seasonal activity and triggered lifecycle journeys.
• Develop and manage automated programmes such as welcome journeys, pre-arrival comms and post-stay engagement.
• Track and report campaign performance across open rates, click-through and conversion, sharing learnings across the team.
• Use segmentation and personalisation to improve targeting and relevance.
• Partner with the digital, brand and commercial teams to align CRM with campaign activity and revenue goals.
• Support the development and delivery of our customer loyalty proposition, including working with GHA where required.
• Monitor subscriber growth, engagement and data health, ensuring GDPR compliance.
• Translate performance insight into action, identifying opportunities for testing, improvement and innovation.

What we’re looking for:

• Experience managing email marketing or CRM programmes in a B2C environment, ideally hospitality, travel or retail.
• Hands-on experience using platforms like Dotdigital, Klaviyo, Salesforce Marketing Cloud or a similar ESP.
• Experience working with or supporting GHA or other loyalty frameworks is a strong plus.
• Data-driven mindset with a strong grasp of segmentation, lifecycle marketing and personalisation.
• Proficient in reporting platforms such as GA4, Looker Studio or CRM dashboards.
• Skilled at copywriting and confident in maintaining tone of voice.
• Proactive, organised and collaborative, with a test-and-learn mindset.
• A clear understanding of how to build guest loyalty and drive customer lifetime value.
• Strategic and results-oriented with a passion for driving brand growth and revenue through innovative marketing tactics.
• Ability to work collaboratively with various departments and stakeholders, fostering strong relationships internally and externally.
• Strong organisational skills and attention to detail, with the ability to meet deadlines in a fast-paced environment.