Hand Picked Hotelsis a beautiful collection of 21 privately owned, luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location, from Scotland to the Channel Islands, offering breath taking views, from vast countryside to expansive beaches, to lush woodlands. With every need taken care of, the team at each hotel ensures every guest has a magical experience, encouraging them to return time and time again.
Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE. Whilst each hotel is individual, every property fulfils the company values of family and community, Individuality, Care, Aiming Higher and Delighting our guest ensuring a hand picked experience for every guest and employees.
We are currently recruiting for a Senior CRM and Loyalty Executive to join Hand Picked Hotels this role be based at our Central Support Office in Sevenoaks in Kent and work alongside our Head of Digital Marketing and the marketing team, this role will support in the ongoing transformation of Hand Picked Hotels.
The Senior CRM and Loyalty Executive will take ownership of our guest engagement programme and drive loyalty across our collection of hotels, spas and restaurants. This role is integral to enhancing Hand Picked Hotels' relationship with guests through a tailored communications and an optimised loyalty programme.
About the role:
The remit of this role is to develop and execute Hand Picked Hotels guest engagement programme, targeting different customer segments with tailored messages relevant to each segment to deliver incremental revenue across all areas of the hotel.
* Own the CRM communications strategy and drive customer lifetime value and exceptional guest engagement.
* Optimise Hand Picked Hotels databases and CRM technology to drive customer analytics, sharing and integrating insights across the business
* Own and champion Hand Picked Hotels loyalty program
* Be the internal expert on CRM and customer behaviour.
* Hand Picked Hotels are in the process of selecting and implementing a new CDP/CRM supplier. Initially the role will be responsible to overseeing the platform migration whilst also managing BAU email with the outgoing provider.
* Develop a clear segmentation strategy identifying key drivers of profitability and repeat visits to our hotels.
* Brief, create, check and secure sign off for the content of each communication that meets both brand standards and the requirements of each guest target segment.
* Propose, evaluate and launch new initiatives over time which allow HPH to engage with guest sub-segments by different channels such as text, or other messaging platforms.
* Manage the relationship with our CRM provider and any other relevant external suppliers and be the expert in the use of the software.
* Discover and investigate new technologies and tools that could create new ways to effectively communicate with our guests.
* This is hands on role where you will responsible for all aspects of this role and work in conjunction with both Internal and External partners.
About you:
* A minimum of 3 years CRM / loyalty programme or marketing experience
* Previous experience in the hospitality sector would be an advantage
* Extensive loyal experience & driving customer life time value from data insight
* A passion for making marketing communication as relevant as possible to customers
* Advanced excel and data management skills.
* Although no coding required, good knowledge of HTML and CSS would be advantageous.
* Experience of using and managing email services providers, ideally with Bloomreach and similar CDP based solutions.
* Experience with a variety of web analytic tools in particular Google Analytics 4 and UTM Tracking.
* Have a Marketing or Business Administration Degree or equivalent.
Our Benefits include:
* A competitive salary package depending of experience discussed at interview stage.
* This is a Full-Time 40 hours per week Monday to Friday.
* Company pension scheme with a generous employer contribution.
* Life assurance scheme.
* Employee Assistance Program to support you with whatever life throws at you.
* Company Sickness Scheme Benefit.
* 28 days holiday per year including bank holidays, increasing to 33 days including bank holidays with length of service.
* Forward career progression, with access to our In House and external training programs, including apprenticeships up to level 7, which are all supported by our learning and development team.
* £30 staff stays with Hand Picked Hotels per room Bed & Breakfast & 25% discount on all food & drink. Yes, its as good as it sounds! Annual loyalty awards (like afternoon teas and overnight stays)
* Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
* Opportunity to make lifelong friendships and be part of team that celebrates Diversity and Inclusion.
Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.
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