CRM and Loyalty Manager

                                                                              You make it Hand Picked!

Established by Guy and Julia Hands in 1999, Hand Picked hotels has grown organically and through acquisition to become the 5th largest luxury hotel group in the UK – comprising 21 hotels across the UK and Channel Islands.  With strong shareholder support, the business has embarked on an ambitious investment program to refresh the estate and customer experience to define a new standard of country house stay in 2023. With welcoming and charming service delivered in truly inspirational settings, our guests are encouraged to relax, kick off their shoes and indulge.

We are currently recruiting for a CRM and Loyalty Manager to join our Marketing Team at Hand Picked and drive customer loyalty programme across all our 21 hotels.

A new opportunity has arisen to join our expanding marketing team at Hand Picked Hotels. We are currently recruiting for a CRM and Loyalty Manager to join Hand Picked Hotels. This role will  operate from our Central Support Office in Sevenoaks with hybrid working, with occasional visits to our hotels as required.

The remit of this role is to develop and execute our customer engagement programme, targeting different customer segments with tailored messages relevant to each segment to deliver incremental revenue.  It also encompasses responsibility for redeveloping Hand Picked Hotels existing membership programme.

About the role:

• You will be responsible for creating and delivering the CRM communications strategy that will drive and build the customer engagement and lifetime value.
• Optimise HPH’s databases and CRM technology to drive customer analytics, sharing and integrating insights across the business
• Own and champion Hand Picked Hotels loyalty program.
• Report to the business on CRM performance on a weekly basis
• Develop a clear segmentation strategy identifying key drivers of profitability and repeat visits to our hotels.
• Brief, create, check and secure sign off for the content of each communication that meets both brand standards and the requirements of each guest target segment.
• Propose, evaluate and launch new initiatives over time which allow HPH to engage with guest sub-segments by different channels such as text, WhatsApp, or other messaging platforms.
• Manage the relationship with Revinate and any other relevant external suppliers and be the expert in the use of the software.
• Discover and investigate new technologies and tools that could create new ways to effectively communicate with our guests.
• This is hands on postion where you will responsible for all aspects of this role and work in conjunction with both Internal and External partners.

About you:

• A minimum of 5 years CRM / loyalty programme experience.
• Extensive loyal experience & driving customer life time value from data insight.
• A passion for making marketing communication as relevant as possible to customers
• Advanced excel and data management skills.
• Good knowledge of HTML, CSS and JS – no coding experience required.
• Experience of using and managing email services providers (e.g. Revinate) and data management platforms.
• Experience with a variety of web analytic tools in particular Google Analytics. Good knowledge of Google Tag Manager would be an advantage.
• Previous experience in the hospitality sector would be an advantageous.

Our Benefits include:

• A competitive salary package.
• Company pension scheme with a generous employer contribution
• Life assurance scheme.
• Employee Assistance Program to support you with whatever life throws at you.
• Company Sickness Scheme Benefit.
• 28 days holiday per year including Bank Holidays, which will increase with length of service to a maximum of 33 days per year including Bank Holidays.
• Forward career progression, with access to our In House and external training programs, including apprenticeships and other recognised hospitality industry courses which are all supported by our learning and development team.
• £30 staff stays with Hand Picked Hotels per room Bed & Breakfast & 25% discount on all food & drink. Yes, it’s as good as it sounds!
• Annual loyalty awards (like afternoon teas and overnight stays)
• Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
• Opportunity to make lifelong friendships and be part of a team that celebrates Diversity and Inclusion