CRM & LOYALTY MANAGER

ICONIC BREWING BRAND. PREMIUM PUB ESTATE. LOYALTY AT THE HEART OF IT.

What's in it for you?

• Salary up to £50,000 + bonus
• Flexible hybrid — out in pubs, at home and occasionally in HQ
• Real scope for career growth in a business that genuinely develops its people
• Work with a passionate, fast-moving team who care deeply about hospitality done right

Who are they?

A Bristol-born, fiercely independent brewing and pub business with over 45 years of heritage and a growing estate of 130+ premium pubs and inns across the South of England - from the Cotswolds and Somerset through to London.

This isn't a corporate machine. Menus get signed off in a week, not 70 days. Team meetings happen in pubs, not board rooms.

Operating at real pace, the business has ambitious growth plans - more pubs, more rooms, a premium accommodation offering, and now a brand new loyalty scheme about to go live.

Think:

• Premium, food-led pubs and boutique inns with genuine personality
• A brewery producing over 170,000 pints a week - from classic ales to craft lagers and IPAs
• A segmented loyalty database across six distinct customer personas
• A leadership team that's entrepreneurial, people-first and genuinely fun to work with
• A culture where the best idea wins, not the most senior voice in the room

This is where you come in.

What you'll get up to:

You'll own the CRM and loyalty function end-to-end - from strategy through to execution - driving revenue across tables, rooms, events and the loyalty club. Reporting into the Head of Marketing, you'll work closely with the ops and commercial teams to make sure customer communications are seamless, targeted and measurably effective.

• Managing and developing fortnightly personalised email campaigns across pub, rooms, events and loyalty audiences - building triggered lifecycle communications to maximise revenue from the lapsed database and drive footfall
• Owning the new loyalty scheme from design phase through to live - driving sign-ups, engagement, frequency of visits and spend per head across a segmented database of six distinct customer personas
• Collaborating with the Rooms and Events teams on contact cycles to reduce cancellations, drive direct bookings, increase post-visit reviews and maximise up and cross-sell opportunities
• Working with the Loyalty Analyst to measure impact, test and learn, grow the database through targeted opt-in strategies, and share insight across marketing and ops
• Managing budgets, producing clear ROI reporting, and creating tactical campaign templates that individual pubs can deploy quickly and effectively

Longer term, there's genuine scope to broaden your remit as the business grows. This is a business that plays to people's strengths and moves people through it.

You'll thrive if you are:

• Experienced in CRM strategy and delivery - owning campaigns, segmentation, automation and loyalty programmes end-to-end
• Commercially sharp - able to connect CRM activity to revenue and articulate the impact clearly
• A self-starter who doesn't wait to be told what to do next - you spot priorities, manage up confidently and drive things forward
• Organised and detail-focused, but not precious - you're happy to roll your sleeves up
• Genuinely passionate about hospitality - you don't have to drink, but you need to understand what a great pub experience means to a guest

The type of person they want:

They've been clear about this. They don't want someone who will sit and wait. They want someone proactive, curious, driven and organised - someone who asks a lot of questions, gets things done and understands instinctively how great hospitality makes people feel.

"Don't think about what we want them to do - focus on how we want to make them feel."

It's not every day a business at this stage - growing fast, launching a new loyalty scheme, genuinely investing in its people - creates a role like this. If you want to make a real mark in a business that will actually let you, this is your moment.

Sound great? Please apply below. Not for you? We will help you with your next move. Get in touch via our website.

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