CRM & Loyalty Lead

<p>A multi-site hospitality and leisure group is looking for a CRM &amp; Loyalty Lead to own membership communications and build the retention, loyalty and lifecycle engine across their portfolio of venues.</p> <p> </p> <p><strong>** You must drive and have a car to travel to the office **</strong></p> <p> </p> <p>The business operates a portfolio of experience-led venues across the UK. With a refreshed leadership team and bold growth plans, they're investing heavily in data, technology and AI to transform how they engage their customers.</p> <p> </p> <p>This is a high-impact role with real scope to shape the function. You'll design the journeys, loyalty mechanics and repeat-visit programmes that keep members and guests coming back, while leading a small CRM team and working with a lifecycle partner agency to move quickly.</p> <p> </p> <p>If you love turning fragmented data into personalised, measurable customer journeys, and want to build something with genuine ownership, this is a standout opportunity.</p> <p> </p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Own membership marketing communications end-to-end, including renewal, repeat-visit and lifecycle messaging</li> <li>Design and run onboarding, renewal and lapse-risk journeys with measurable stage conversion</li> <li>Build loyalty and frequency programmes that reward repeat visits and drive customer frequency</li> <li>Use segmentation and propensity/churn data to prioritise retention activity and personalise communications</li> <li>Help shape a single customer view that CRM, acquisition and commercial activity can all run from</li> <li>Brief and manage a CRM and lifecycle implementation agency, holding them to a clear delivery roadmap</li> <li>Partner with technology, brand, insights and commercial teams to align retention with the wider portfolio plan</li> <li>Manage and develop two CRM Executives</li> <li>Report on retention, loyalty and lifetime value performance</li> </ul> <p> </p> <p><strong>Skills &amp; Experience Required</strong></p> <ul> <li>Proven experience leading CRM, lifecycle marketing or membership/loyalty communications</li> <li>Experience building or improving a CRM platform and customer data set from a fragmented starting point</li> <li>A track record of lifecycle journeys that have measurably reduced lapse and grown repeat engagement</li> <li>Strong data literacy across retention, churn and lifetime value metrics</li> <li>Experience managing external agencies and line managing others</li> <li>Hospitality, leisure, membership or subscription experience is a strong plus</li> <li>Multi-site, multi-brand or multi-client experience (brand or agency side) is highly desirable</li> <li>Familiarity with AI-enabled churn scoring, copywriting or content tools is a bonus</li> <li>Marketing or CRM-specific qualifications are a plus</li> </ul> <p> </p> <p><strong>Why Apply?</strong></p> <ul> <li>Build and shape the CRM and loyalty function at an exciting point of transformation</li> <li>Work closely with a newly formed senior leadership team</li> <li>Lead your own team while having genuine ownership of strategy</li> <li>Get hands-on with new AI tools and technology already in development</li> <li>Hybrid working with free on-site parking</li> </ul> <p> </p> <p>If you would like a confidential chat about this role or your next career move, please get in contact with: coco.young@majorplayers.co.uk</p> <p> </p> <p>Major Players are the UK's leading digital, marketing, and creative talent agency, and over the last 30 years we've consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.</p> <p> </p> <p>For further information about our DE&amp;I commitments, please visit: <a href="http://www.majorplayers.co.uk/diversity-equity-inclusion/" target="_blank">www.majorplayers.co.uk/diversity-equity-inclusion/</a></p> <p> </p><img src="https://counter.adcourier.com/Y29jby55b3VuZy4zOTM3MC4xMzgxM0BtYWpvcnBsYXllcnMuYXBsaXRyYWsuY29t.gif">