Responsibilities

• Build and maintain dashboards tracking guest loyalty, retention and CRM performance across our brands
• Weekly reporting delivering clear and actionable insights to marketing leadership
• Analyse campaign performance, segmentation, and guest behaviour to identify opportunities for growth
• Combine CRM, transactional and guest feedback (NPS) data to generate richer, more actionable insight
• Identify patterns and trends that link guest experience to commercial performance
• Assess customer reachability and support channels and communication strategies
• Collaborate with external partners and agencies to improve performance and insight generation
• Support the development of milestone-based roadmaps aligned to key retention and growth targets
• Challenge assumptions and contribute insight-led recommendations to improve decision-making
• Use AI-enabled tools within CRM and BI platforms to enhance reporting and analysis

Requirements

• 3+ years’ experience in CRM, marketing analytics, or customer insight
• Experience analysing campaigns, segmentation or retention and frequency metrics
• Strong Excel and SQL skills
• Experience with BI tools (Power BI, Tableau or similar)
• Ability to translate data into clear, actionable insights and recommendations
• Comfortable working in a fast-paced, test-and-learn environment
• Highly organised with the ability to manage multiple priorities
• Strong communication and stakeholder management skills
• Able to work independently and take ownership from day one
• Experience using AI-powered analytics or reporting tools within CRM or BI platforms

Preferred

• Experience with CRM/CDP platforms (e.g. Bloomreach, Braze or similar)
• Background in hospitality, leisure or multi-brand consumer businesses
• Experience with incrementality testing or uplift modelling
• Understanding of metrics such as guest lifetime value, frequency and lapse rate
• Experience working with NPS or voice-of-customer data
• Interest in industry trends, benchmarking and emerging best practice

Benefits

• Competitive Pay & Benefits and Bonus Scheme
• Amazing Discounts – 50% off food and drink across all Big Table Group brands and 25% for friends & family
• Wellbeing Support – 24/7 virtual GP, mental health support, healthcare cash plan, dental plan, counselling, fitness & diet plans
• Health Insurance
• Salary Sacrifice – Pension
• Spend and Save platform – access to hundreds of retail discounts
• Onsite gym and classes
• A business that values integrity, collaboration, and continuous improvement