Responsibilities

• You’ll design, implement and manage automated service journeys across CRM channels, including booking confirmations, pre-stay communications, in-stay or reactive hotel messaging and post-stay follow-ups. You’ll collaborate with digital, data and Tech teams to define the data and triggers needed to deliver these journeys effectively through CRM systems.
• You’ll own and improve service communications, ensuring messaging is clear, consistent, high quality and customer-focused. This includes supporting emerging opportunities around online check-in and in-stay communications, communicating operational issues clearly to guests, and using segmentation to reach the right customers at the right time.
• You’ll also monitor and analyse performance across CRM journeys and automations, delivering A/B and multivariate testing across timing, channels, content and segments. Using performance insights, guest behaviour and feedback, you’ll continuously optimise messaging to improve engagement, conversion and overall guest experience

Requirements

• Strong knowledge of CRM strategy, automation, platforms and workflows.
• Experience using leading CRM platforms, CDPs or CEPs such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign.
• Strong experience delivering automated journeys and a good understanding of transactional and service messaging.
• Good analytical background as well as data-driven and confident leading, mentoring and influencing stakeholders to deliver customer and commercial outcomes.
• Experience with campaign analysis and Adobe Analytics

Benefits

• Healthcare: Family BUPA healthcare
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
• Annual Incentive of up to 20% Bonus