CRM & Loyalty Manager
CRM & Loyalty Manager
Salary: Up to £60,000 (pro rata if fractional)
Location: Remote-first, with occasional UK travelrequired
Reports to: Senior Leadership, with a direct lineinto the leadership team
About Our Client
Our client is an award-winning, founder-led hospitalitygroup operating at the premium end of the casual dining market. Growth has beendeliberate rather than rapid: a small, carefully chosen collection of sitesacross the UK, with a clear plan to significantly grow the estate over thecoming years.
The brand has a strong public profile, with recognised mediapresence, a highly engaged social media following, and real momentum behindfurther UK and international growth.
The Opportunity
Our client has never had a dedicated CRM or loyaltyspecialist. The founders and senior team have built a strong content, social,and brand presence from scratch, but the customer data and loyalty side of thebusiness, the part that turns one-time visitors into regulars, has been left torun on instinct and a handful of basic tools. That's exactly why this roleexists.
You'll be the first person to properly own this space:building a genuine, community-led loyalty approach rather than discount-drivenoffers, getting real value out of the guest data already sitting acrossexisting systems, and helping the team make sharper, more targeted decisionsabout who to talk to and when.
This is a founder-led business, so you'll need the emotionalintelligence to work closely with people who are excellent at what they do butnew to CRM and data-led marketing. You won't be handed a strategy to execute.You'll be helping to build one, translating ideas from a highly creativeleadership team into something operational, measurable, and built to last.
What You'll Be Doing
• Designand shape a community-first loyalty approach, built around engagement ratherthan discounting
• Gethands-on with the existing systems to understand what customer data is alreadyavailable and where the gaps are
• Adviseon whether current tools are fit for purpose, and make the case for changewhere they're not
• Buildsmarter, segmented campaigns in place of generic, one-size-fits-allcommunications
• Workclosely with the wider marketing team to align CRM activity with the broadercontent and brand calendar
• Bringan outside perspective on what good looks like elsewhere in hospitality andretail, and translate that into ideas that fit this brand
• Contributea CRM and digital lens to the group's wider digital presence and strategy
• Asthe business grows, help shape how CRM and loyalty thinking translates to newmarkets
What We're Looking For
• ProvenCRM and loyalty experience within hospitality or a closely comparable consumerbusiness
• Comfortablebeing hands-on: this is a role for someone who wants to build and implement,not just advise from a distance
• Aself-starter who can work independently in a remote-first set-up, withoutneeding day-to-day handholding
• Confidentworking directly with founders: able to bring structure and evidence to thetable, and hold your ground diplomatically when needed
• Genuinelycurious about the systems and platforms shaping CRM and loyalty in hospitalityright now
• Opento how this role is structured: full-time, part-time, or a fixed-term projectare all open for discussion depending on the right person
What's In It For You
• Acompetitive salary, with a clear path toward a broader remit as the businessand role grow
• Aperformance-based bonus scheme tied to goals you help set yourself
• Genuineflexibility: remote-first, with limited travel required
• Standardequipment and travel expenses covered
• Pensioncontribution
• Awellbeing benefit extending to your family
• Staffdiscount across the group
• Agenuine seat at the table in a business that's still small enough for oneperson to shape a brand new function from the ground up
