Join the Team Behind the UK’s No.1 Spa Booking Website At Spabreaks.com, we’re on a mission to make spa experiences more a ccessible, inclusive, and unforgettable for everyone. As the UK’s leading spa booking platform, we offer an extensive range of spas and wellness experiences, helping thousands of people relax, recharge, and indulge in well-deserved self-care. Since launching in 2008, we’ve been at the forefront of innovation in the spa industry, setting new standards for accessibility, customer experience, and seamless booking. But we’re just getting started With significant investment in technology and marketing, we’ve transformed from a traditional call centre into a cutting-edge online marketplace, making spa bookings easier and more instant than ever before. Now, we’re in an exciting phase of growth and expansion, with big ambitions to become a household name and redefine how people book spa breaks. To do that, we need passionate, driven individuals to join our team and help shape the future of spa travel. If you thrive in a fast-paced, collaborative environment and want to be part of a company that’s revolutionising the industry, we’d love to hear from you About the Role As our CRM & Loyalty Manager, you’ll play a key role in shaping and executing Spabreaks.com’s customer retention strategy. From enhancing our loyalty programme to optimising incentive campaigns, you’ll drive repeat bookings and increase customer lifetime value across all markets. This is an exciting opportunity to take ownership of a high-impact role and be part of a fast-growing brand on a mission to revolutionise spa travel. What You’ll Be Doing: Lead & execute a customer retention strategy that boosts brand loyalty and reduces churn. Oversee & enhance our existing loyalty programme, developing targeted retention offers based on customer value and behaviour. Drive CRM excellence across our fou r pillars: data structure, automation, campaign communications, and measurement frameworks. Launch & manage our Rewards 2.0 loyalty programme, designed to drive repeat bookings. Develop & optimise an incentive and referral programme, using customer insights to create effective promotional campaigns. Analyse customer behaviour to identify trends, opportunities, and areas for programme improvement. Lead & develop the CRM Executive, providing mentorship and professional growth opportunities. Monitor & report on key retention metrics, leveraging in-channel reporting tools and dashboards such as GA4 & Tableau. Measure ROI of all retention initiatives, ensuring continued improvement and effectiveness. Requirements What are we looking for? ✅ Proven experience in CRM, loyalty programmes, or customer retention strategy ✅ Strong understanding of customer segmentation, data analytics, and automated marketing campaigns ✅ Experience with CRM tools, marketing automation platforms, and data analytics (GA4, Tableau, etc.) ✅ Strategic thinker with a data-driven approach to decision-making ✅ A proactive, results-oriented mindset with a passion for driving customer engagement ✅ Experience managing and developing team members, with a focus on growth, performance, and collaboration. ✅ Excellent stakeholder management abilities, ensuring smooth communication and alignment across teams. ✅ Previous experience with marketplaces and the travel industry is beneficial but not essential. ✅ Ability to effectively report on & visualise data to a wide range of stakeholders, presenting insights in a clear and actionable manner. Benefits At Spabreaks.com, we believe in creating a rewarding and balanced work environment. Here’s what you can look forward to when you join our team: ✨ Hybrid Working – Enjoy the flexibility of working from home two days a week while collaborating in our Brighton office three days a week. Familiarisation Trips – Experience some of the UK’s top spa destinations first-hand. Social Events – Regular company gatherings to celebrate successes and connect with your colleagues. ️ Health Club / Gym Subsidy – Benefit from a corporate gym discount / health club allowance. ✈️ Exclusive Travel Discounts – Enjoy fantastic savings on our travel products across our group of companies. ️ Local Discounts – Exclusive savings on local businesses and services. Path to Wellness – Our path to wellness scheme offers everything from free yoga sessions to relaxing chair massages, and lunchtime seminars with industry expertsand more. Employee Assistance Programme – Access confidential, professional support and resources for your well-being. Fee Free Independent Mortgage / Financial Advice – Expert guidance with to help you navigate your perosnal finance and homeownership with confidence. Join us and be part of a team that values your growth, well-being, and success