Welcome to The Ivy Collection; we embody timeless elegance and vibrant hospitality in every guest experience. Our iconic restaurants, situated across the UK and beyond, are celebrated for exceptional food, outstanding service, and the creation of unforgettable moments.

We are looking for a CRM & Loyalty Manager at The Ivy Collection! 

The CRM & Loyalty Manager is tasked with leading Salesforce development, managing loyalty initiatives, and executing email and lifecycle marketing strategies. This role is critical in building long-term relationships with our guests, driving loyalty, and enhancing engagement through personalized, data-driven campaigns.

Reporting to the Head of Digital, the CRM & Loyalty Manager will play a pivotal role in advancing the organization’s CRM and app-based marketing efforts.

Key Responsibilities

• Oversee Salesforce development to ensure functionality meets marketing and organizational needs.
• Drive loyalty program strategy to build engagement and long-term guest relationships.
• Lead email and lifecycle marketing efforts to enhance the guest journey.
• Manage app-related marketing initiatives to strengthen guest engagement and drive incremental bookings.
• Utilise data insights to optimize CRM efforts and ensure strong ROI..

Background

• Extensive experience with Salesforce CRM development and management.
• Strong background in loyalty program management and customer lifecycle marketing.
• Analytical and data-driven mindset with excellent problem-solving skills.
• Ability to manage multiple priorities while delivering high-quality results.

Loyalty Program Development & Management:

• Design and implement loyalty programs that enhance guest retention and increase brand advocacy.
• Monitor and optimise reward structures, guest tiers, and incentives to maximise program effectiveness.
• Track key performance indicators (KPIs) such as redemption rates, guest churn, and repeat visits.
• Work with external partners to develop strategic alliances and enhance loyalty offerings.

Insights & Analytics:

• Leverage guest data to create targeted marketing campaigns and personalised guest experiences.
• Analyse guest feedback and engagement metrics to improve CRM and loyalty initiatives.
• Present insights and recommendations to senior management to drive guest-centric decision-making.

Technology & Innovation:

• Stay updated on CRM and loyalty technology trends to enhance guest interactions.
• Work with IT and vendors to optimise CRM and loyalty program platforms.
• Ensure compliance with data privacy regulations (GDPR, CCPA, etc.).

Welcome to The Ivy Collection; we embody timeless elegance and vibrant hospitality in every guest experience. Our iconic restaurants, situated across the UK and beyond, are celebrated for exceptional food, outstanding service, and the creation of unforgettable moments.

We are looking for a CRM & Loyalty Manager at The Ivy Collection! 

The CRM & Loyalty Manager is tasked with leading Salesforce development, managing loyalty initiatives, and executing email and lifecycle marketing strategies. This role is critical in building long-term relationships with our guests, driving loyalty, and enhancing engagement through personalized, data-driven campaigns.

Reporting to the Head of Digital, the CRM & Loyalty Manager will play a pivotal role in advancing the organization’s CRM and app-based marketing efforts.

Key Responsibilities

• Oversee Salesforce development to ensure functionality meets marketing and organizational needs.
• Drive loyalty program strategy to build engagement and long-term guest relationships.
• Lead email and lifecycle marketing efforts to enhance the guest journey.
• Manage app-related marketing initiatives to strengthen guest engagement and drive incremental bookings.
• Utilise data insights to optimize CRM efforts and ensure strong ROI..

Background

• Extensive experience with Salesforce CRM development and management.
• Strong background in loyalty program management and customer lifecycle marketing.
• Analytical and data-driven mindset with excellent problem-solving skills.
• Ability to manage multiple priorities while delivering high-quality results.

Loyalty Program Development & Management:

• Design and implement loyalty programs that enhance guest retention and increase brand advocacy.
• Monitor and optimise reward structures, guest tiers, and incentives to maximise program effectiveness.
• Track key performance indicators (KPIs) such as redemption rates, guest churn, and repeat visits.
• Work with external partners to develop strategic alliances and enhance loyalty offerings.

Insights & Analytics:

• Leverage guest data to create targeted marketing campaigns and personalised guest experiences.
• Analyse guest feedback and engagement metrics to improve CRM and loyalty initiatives.
• Present insights and recommendations to senior management to drive guest-centric decision-making.

Technology & Innovation:

• Stay updated on CRM and loyalty technology trends to enhance guest interactions.
• Work with IT and vendors to optimise CRM and loyalty program platforms.
• Ensure compliance with data privacy regulations (GDPR, CCPA, etc.).