Senior Marketing Executive – CRM & Loyalty

Job title:

Senior Marketing Executive – CRM & Loyalty

Company

The Doyle Collection

Job description

Reporting into the Head of CRM, the Senior Marketing Executive – CRM & Loyalty will execute CRM campaigns, and loyalty programme activities across the Group to drive customer acquisition, retention, and engagement.They will deliver the planning, execution, and optimisation of CRM campaigns, support the loyalty programme’s growth and effectiveness, and collaborate with internal and external stakeholders to implement impactful marketing strategies. The role will involve overseeing the end-to-end creation of email marketing campaigns, provide insights through reporting, and support strategies that drive customer database and revenue growth.Key Responsibilities:

• Compose, develop, execute, schedule, and deploy CRM and loyalty marketing campaigns for B2B and B2C audiences, ensuring alignment with the marketing strategy of The Doyle Collection.
• Support performance analysis for email newsletters, CRM activities, and loyalty initiatives, providing comprehensive reports, summarising key insights, and making recommendations to enhance campaign effectiveness and ROI.
• Oversee the CRM and loyalty marketing plans, ensuring they remain up-to-date and accurate, delivering measurable results against set campaign objectives.
• Support the Head of CRM with the development of CRM strategies and customer journeys that attract, engage, and retain customers, while fostering brand loyalty and maximising customer lifetime value.
• Collaborating with the wider London marketing team to come up with creative ideas to translate the marketing activations into CRM marketing Campaigns, preparing proposals and overseeing the production process and campaign execution.
• Execute initiatives to enhance customer engagement and drive participation in the Doyle DISCOVERY loyalty programme, identifying opportunities for growth and improvement through ongoing performance tracking and data insights.
• Track and support the delivery of Doyle DISCOVERY targets, championing continuous improvement in its value proposition, member benefits, and performance metrics.
• Act as the subject matter expert for Doyle DISCOVERY, addressing inquiries from hotels, resolving issues, and ensuring high standards of programme delivery and member satisfaction.
• Deliver training and development sessions for hotel teams to ensure a deep understanding of the loyalty programme, instilling best practices and encouraging proactive member engagement.
• Collaborate with the marketing team to ensure integration of the loyalty programme into broader marketing campaigns.
• Create engaging CRM content that aligns with The Doyle Collection’s brand guidelines and tone of voice, while driving standards across all local and group email campaigns.
• Support and manage the development of creative collateral, collaborating with designers and suppliers to produce high-quality materials that support CRM and loyalty goals.
• Monitor competitor activities in CRM and loyalty marketing, sharing insights and inspiration with the team to inform future strategies and initiatives.
• Foster a culture of collaboration, supporting colleagues across departments to ensure seamless delivery of exceptional guest experiences.
• Represent the CRM and loyalty function at team briefings and cross-departmental meetings, contributing insights and strategic input to align with business goals

Key Skills:

• Exceptional written, editorial, and communication skills, coupled with a strong creative and visual sensibility to deliver impactful marketing assets.
• Knowledge of email technology platforms (ESP/CRM systems) and customer databases, with experience in segmentation, automation, and data-driven marketing. Proficiency in Excel and Microsoft Office.
• Experience in developing and executing campaigns across the customer lifecycle, including experience with A/B and multivariate testing, personalisation strategies, and optimising content for enhanced engagement and ROI.
• An understanding of social media strategies, with the ability to integrate these into CRM and loyalty campaigns for maximum reach and engagement.
• Strategic mindset with a hands-on approach, highly proactive, adaptable, and organised, with a demonstrated ability to coordinate complex projects from concept to execution.
• Outstanding interpersonal skills, with a natural ability to influence and build relationships across teams, stakeholders, and external partners.
• Project management experience, excelling in fast-paced, high-pressure environments, and managing multiple priorities with tight deadlines.
• Educated to degree level, with additional qualifications or certifications in marketing, CRM, or digital strategy preferred.
• Experience in the hotel industry or luxury hospitality sector is highly desirable, with a proven passion for delivering exceptional customer experiences in line with premium brand values.
• Data-driven approach to marketing, with the ability to interpret analytics, generate actionable insights, and support strategy development to achieve measurable success.

The Perks of working for The Doyle Hotel:

• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Doyle CollectionThe Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos – a real warmth and thoughtfulness.We are proud to say that The Doyle Collection has maintained it’s listing as one of the ‘Best Large Workplaces’ with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.

Expected salary

Location

United Kingdom

Job date

Tue, 07 Jan 2025 05:38:06 GMT

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