Senior CRM Manager

Job Title: Senior CRM Manager @ Iconic Multi-Brand Hospitality Group

Location: London (4 days in-office)

Job Type: Full-Time, Permanent

One of the UK's most recognisable multi-brand hospitality groups is looking for a Senior CRM Manager to lead their CRM ecosystem across multiple brands in the UK and US.

This is a business that operates at serious scale, with a lean, ambitious marketing team managing high-volume CRM activity across a portfolio that spans multiple consumer brands and international markets.

This is a strategic yet deeply hands-on role. You'll own the full CRM ecosystem, platform, data, journeys, automation and performance, while acting as the critical bridge between marketing and IT. If you thrive on complexity, love getting into the technical detail, and want genuine ownership of a CRM function that touches millions of customers, this is a standout opportunity.

Key Responsibilities

• Own end-to-end CRM strategy and delivery across 18+ brands in UK and US markets
• Lead platform and CDP management, including ongoing migration to Iterable
• Build and optimise automated customer journeys, segmentation logic and lifecycle programmes
• Drive CRM performance reporting and use data to continuously improve engagement and conversion
• Manage a team of CRM executives, with potential for further line management responsibilities
• Act as the key liaison between marketing and IT on data integrations, audience management and CRM requirements
• Oversee campaign delivery in a high-volume environment (managing 10–20+ campaigns weekly)
• Champion multi-market CRM best practice across the business

Skills & Experience Required

• Proven CRM leadership experience, ideally within a multi-brand or high-volume environment
• Strong technical platform knowledge, Salesforce Marketing Cloud, Braze, Bloomreach, or similar enterprise CDP/CRM tools
• Experience with or strong transferable knowledge applicable to Iterable
• Confident bridging marketing and IT teams on data, segmentation and integration requirements
• Multi-market or global CRM experience essential
• Hands‑on delivery mindset, comfortable being both strategic and executional
• Hospitality, travel, leisure or multi-brand retail background preferred

Why Apply?

• Own the full CRM ecosystem across a well-known portfolio of brands
• High‑impact, high‑visibility role at a business going through an exciting period of transformation
• Work in a lean, collaborative team with real ownership and influence
• Strong progression potential as the team grows

We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.

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