CRM Loyalty Manager - London

£55,000 - £60,000 per annum + Excellent company benefits
24 Jun 2022
22 Jul 2022
Ibrahim Oomer
Contract, Full Time

CRM Loyalty Manager - London

Do you have a passion for marketing and customer loyalty?

We have a fantastic opportunity to join us at Metropolitan Gaming as a CRM and Loyalty Manager.

This key role within our marketing team is a full time temporary maternity cover, reporting to the Group Director of Marketing.

This is a once in a lifetime opportunity to join our expanding business!


Manage the company loyalty programme (including our App) and planning, managing and implementing highly targeted multi channel campaigns, to maximise customer visitation frequency and spend. KPIs focus on engagement & loyalty, retention, player visitation and spend and campaign ROI.


  • Own, manage and develop the company loyalty programme in line with marketing strategy to build customer engagement and value
  • Continually evaluate the performance of the loyalty programme and propose loyalty scheme improvements including revisions to customer benefits, reinvestment levels and training modules
  • Uphold data governance standards and ensure data is captured consistently and appropriately and in compliance with the GDPR regulations
  • Manage the development and execution of multichannel customer journey initiatives,
  • Automate customer journeys with multiple campaign stages to drive and optimise customer loyalty, acquisition, retention, personalisation and promotion strategies
  • Increase lifetime value and reduce churn by engaging customers with the most targeted and relevant content at each stage of the customer lifecycle for key programmes and segments
  • Drive continued optimisation and evolution of digital programmes including lifecycle trigger programmes and transactional messaging
  • Map and optimise the end-to-end customer journey and develop strategies to pre-emptively identify, win back and retain disengaged customers
  • Derive actionable customer insight from campaign analysis, data mining, web analytics and test and learn initiatives
  • Monitor campaign performance on an ongoing basis and optimise campaign rules to maximise effectiveness
  • Manage and maintain an ongoing customer communications calendar and implement disciplined testing approaches and strict campaign measurement methodology, including design and management of control groups.
  • Drive efficiency by maximising our existing systems and identifying new tools and solutions
  • Provide campaign performance reports to senior management
  • Oversee the development of the customer App to maximise customer engagement, ensuring compliance and integration with Neon, Sugar and other systems.
  • Stay updated on CRM and customer loyalty best practices
  • Manage the allocated budget


  • Data driven and results orientated with a passion for loyalty and CRM
  • An analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics
  • Able to work flexibly and independently in a fast-paced environment, managing multiple projects and deadlines
  • Fantastic project management and communication skill
  • App development experience desirable

Please Note: You must be aged 18 or above and have the right to work in the UK.