Head of CRM & Loyalty

Individual Restaurant Group is a leading hospitality group with a portfolio of exceptional venues. We are passionate about creating outstanding guest experiences, and our loyalty and CRM strategies are key to deepening our connection with our customers.

We are looking for an experienced Head of CRM & Loyalty to lead the strategy, execution, and optimisation of our customer engagement programs. You will own our CRM system (Acteol or similar), manage the front and back end of our loyalty app, and develop data-driven strategies to enhance customer retention, engagement, and lifetime value. This role will work closely with the Head of Marketing and wider marketing team, as well as oversee and grow our Group Loyalty Manager, ensuring they are supported and developed. You will report directly to the Group Marketing Director.

Why Work with Us?

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• 50% off your total food and drink bill at any of our restaurants, for up to 6 people, any time.
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• Award winner of The Sunday Times – Best places to Work 2024
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• Access up to 40% of your earned wages, savings, and financial well-being tools through our partners at Wagestream.
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• 3 % Employer pension contribution
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• 15% off at Iceland Foods
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• Enhanced Maternity and Paternity packages
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• Reward and Recognition Program
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• EAP Wellbeing and Financial support through Drink Trust
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• Discounts off hundreds of high street and online retailers
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Key Responsibilities

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• Develop and execute a best-in-class CRM & loyalty strategy.
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• Oversee the front and back end of our loyalty app for a seamless customer experience.
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• Optimise customer journeys, segmentation, and automation for targeted campaigns.
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• Manage our CRM platform, ensuring efficiency in campaign management and reporting.
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• Work closely with the marketing team to execute multi-channel CRM campaigns.
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• Lead and mentor the Group Loyalty Manager.
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• Reporting to the Group Marketing Director, you’ll play a key role in shaping customer loyalty and retention.
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Be part of Individual Restaurants, a leading UK hospitality group with brands Piccolino, Riva Blu & Bar & Grills.

If you meet the criteria and are eager to be part of something truly amazing, we want to hear from you!

Reach out to Adelle today at 07388 993654 or send your CV to #####