Claims Handler à United States

We’re working with a superb customer-focused business who are seeking a strategic and creative CRM & Loyalty Manager to help shape how they build lasting customer relationships with an approach that goes way beyond promotional activity alone.

This is a fantastic opportunity to revise and adapt how the brand engages with its audience through CRM and loyalty programmes by creating thoughtful, personalised communications that drive connection and commercial growth.

As CRM & Loyalty Manager, you’ll take the lead in developing and executing strategies that increase engagement, loyalty and lifetime value. You’ll work cross-functionally with marketing, creative and operational teams to ensure CRM activity is integrated into broader campaigns and that customers receive a consistent, high-quality experience at every touchpoint.

• Lead the development of a loyalty proposition that drives genuine customer retention and reflects brand values.
• Create a seamless and cohesive experience across digital and offline channels.
• Develop and deliver CRM and lifecycle strategies across all channels.
• Build automated, behaviour‑based customer journeys designed to drive repeat engagement.
• Manage the CRM campaign calendar to ensure communications are timely and relevant.
• Turn customer data into actionable insights for the wider business.
• Own the CRM data strategy, ensuring compliant and effective data collection and use.
• Build reporting dashboards to track key CRM and loyalty metrics, partnering with finance to understand ROI.
• Use testing and optimisation to continually improve campaign performance.
• Manage agencies, budgets, and timelines to deliver against objectives.
• Support and mentor a small CRM & Loyalty team as the function grows.

• Customer-focused with a passion for creating engaging journeys not just transactional campaigns.
• At least 3 years’ experience in CRM and loyalty roles, ideally within consumer, lifestyle, or hospitality-related brands.
• Proven track record of delivering impactful CRM and loyalty strategies that drive both commercial and emotional results.
• Skilled with CRM platforms such as Salesforce or Klaviyo
• Strong stakeholder and budget management experience.
• A blend of strategic thinking and hands‑on delivery.