CRM Manager

Who are we

We’re Warner Leisure Hotels, a member of the award-winning Bourne Leisure family. What began as a holiday village in 1932 is now a collection of 15 hotels showcasing British history, food, music and theatre in stunning locations across England and North Wales. Importantly too, we’re exclusively for adults.

We’re on the search for a CRM Manager to join us at our Hemel support centre and share our passion to make one of the UK’s most-loved hospitality brands the best it can possibly be. Perhaps this’ll be your niche too? We’d love to find out.

What are we looking for?

As part of the Performance Marketing team, the CRM Manager is responsible for owning and leading the management, execution, and performance of marketing activities via the CRM channel. This role is crucial to the achieving key business objectives of increasing our total guest base, building long-term loyalty, and increasing lifetime value.

Reporting to the Senior Channel Marketing Manager, and with two direct you will be the specialist in CRM marketing, bringing expertise in how to effectively use the channel to achieve marketing goals.

What will I be doing?

• Analyse and optimise performance of all CRM activity and take actions to optimise performance within the campaign plan in order to achieve the guest goals and marketing objectives

• Determine the best use of marketing budget to spend on CRM channels to reach guests and generate demand via our website and contact centre to achieve annual targets

• Work closely with and manage both CRM Executives and build strong collaborative relationships and manage activity schedules / workload between the team

• Collaborate with the Content team to develop a range of reusable templates and toolkits that are appropriate for CRM channels to reduce creative production overhead, and ensuring creative consistency

• Review past performance of the CRM channels and review channel metrics such response rate, conversion, and ROI

• Achieve a balance of 80% programme based and 20% campaign-based CRM activity, using workflow and automation functions within the tools

What skills do I need?

• Experience in developing data-driven and multi-channel marketing and CRM programmes, specifically on email and direct mail

• Strategic thinker with the ability to articulate complex concepts in a clear and concise way.

• Commercial thinker with ability to define, identify and prioritise high value initiatives. Ability to create robust campaign plans to deliver growth

• Proactive and self-driven, you’ll be confident working independently, but have strong team ethics

• Powerful communicator with excellent presentation skills and ability to clearly articulate ideas

• Highly organised with a flexible approach and openness to work in a fast evolving market with / for various stakeholders, with proven ability to deliver to deadlines

• Good understanding of guest behaviour and ability to put the guest first with our communications

• Experience within Travel & Tourism a plus

The benefits of working with us

• 22 Days holiday rising to 25 days after 2 years’ service

• Ability to purchase further holiday allowance through our Holiday Buy Scheme

• Hybrid working via our Warner offices located in Hemel Hempstead

• 20% Discount to you, family & friends across our Bourne Leisure brands Warner Leisure Hotels and Haven Holidays (including further discounted breaks within Warner for you, your family, and friends to use)

• Additional earning potential through the Annual Bonus Scheme

• Access to fantastic discounts offers with many national brands and retailers through our ‘My Bourne Hub’ page

• Access to use the Company’s corporate box at the O2 for Music, Comedy, Sport, and Entertainment events

• A fantastic opportunity for career development through external recognised qualifications in addition to in-house training and development (Degrees and Apprenticeship level)

• Immediate access to Well-being support through our EAP provider and team pages

Joining Warner

Join us and you’ll be part of one great team, creating superb breaks behind-the-scenes. Whatever role you have, one thing’s for sure: you’ll have our full support to develop yourself, gain skills and qualifications and create the career you’ve always dreamed of. Guests might be our VIPs – but in our eyes, you are too.

Warner Hotels