Overview

Are you ready to be part of one of the UK’s most exciting transformation projects? We're on the lookout for a CRM & Loyalty Manager to join the team behind one of the country’s most iconic entertainment destinations.

This is more than a role, it’s a unique opportunity to shape the customer experience as part of one of the largest regeneration projects in the UK. With a bold vision to reimagine the venue into a next-generation destination, we’re creating a space that will draw visitors from the local community, across the UK, and around the world, for both leisure and business.

As CRM & Loyalty Manager, you’ll play a key role in delivering world-class customer engagement. You'll be responsible for driving CRM strategy, leading email marketing performance, and helping shape a loyalty proposition that speaks to a diverse and dynamic audience.

Key Responsibilities

• Lead and manage the CRM platform, ensuring it delivers a seamless experience across all touchpoints
• Plan and execute CRM campaigns across the full lifecycle: acquisition, onboarding, engagement, reactivation, and advocacy
• Design and optimise automated email journeys to boost engagement and retention
• Shape and deliver our loyalty & rewards program – focusing on data capture, rewards structure, and customer retention strategies
• Analyse campaign and program performance to drive continuous improvement
• Act as the CRM and loyalty subject matter expert within the wider marketing team
• Support cross-functional initiatives involving CRM data or loyalty integration (e.g. app launches, partnerships, and event campaigns)
• Manage and collaborate with external CRM and loyalty agency partners as needed

What We\'re Looking For

• 3–5 years’ experience in CRM, email marketing or loyalty program management
• Hands-on experience with CRM platforms (Oracle preferred)
• Familiarity with loyalty tools/platforms like CrowdTwist
• Strong data skills, including segmentation, personalisation, and performance analysis
• Excellent written communication and email content creation skills
• Experience in consumer-facing industries (retail, leisure, hospitality, or entertainment)
• Confident using analytics tools (e.g. Google Analytics, CRM dashboards)
• Knowledge of customer journey mapping or CX tools
• Experience launching new loyalty propositions or CRM systems
• Strong project and stakeholder management skills

Location

Hybrid – London & remote

Join us and help shape the future of one of the UK's most ambitious entertainment and regeneration projects.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

• Marketing, Advertising, and Project Management

Industries

• Marketing Services, Hospitality, and Entertainment Providers