Head of CRM

Job Title: Head of CRM

Location: Whitbread Court, Dunstable LU5 5XE. Hybrid working with a minimum of 3 days in the office.

Job type: Full Time

We’re Whitbread, the UK’s number 1 hospitality business and the home of Premier Inn and we’re hiring a Head of CRM to lead the strategic direction and execution of CRM across the organisation, enhancing customer engagement, loyalty, and lifetime value through data-driven, personalised, and omnichannel customer experiences. In this role you’ll define and deliver our next phase of customer led growth, leading a team of dedicated CRM professionals to increase customer lifetime value and improve customer experience, across our business and leisure customers both in the UK and Germany.

With a customer base in excess of 5 million, our CRM channel is going from strength to strength and we’re looking for an experienced CRM leader with strong change management and transformation delivery experience to take ownership of driving the next phase of our journey.

What you’ll do

• Lead CRM transformation, defining the strategy and roadmap and providing thought leadership whilst creating expertise and growing CRM capability across Whitbread.
• Develop and optimise communications to our business customers
• Drive customer lifecycle programs to improve retention and customer value
• Oversee CRM analytics and insights and manage CRM platforms and tools
• Lead, mentor and develop a team of dedicated high performing CRM professionals

What we need:

• An experienced CRM leader, who has managed large-scale CRM transformation, with a proven track record of delivering commercial results and impact.
• Experience of leading high performing teams and managing cross-functional teams and vendors.
• Technically knowledgeable in CRM strategy and lifecycle marketing, data privacy and compliance, CRM platforms, customer segmentation and personalisation, omnichannel campaign management.

Why you’ll love it here:

• Annual incentive up to 50%
• 25 days holiday plus the option to buy up to 5 additional days per year
• Private healthcare
• Company car or car allowance
• Up to 10% matched pension
• Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
• Employee Assistance Programme
• Sharesave Scheme

We’re Whitbread the UK’s largest hospitality business with over 1,200 hotels and restaurants across the UK but we’re more than that. We’re the 38,000 people who make everyday experiences special that delight over 5 million guests every month.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as lesbian, gay, bi, trans, and non-binary or those who use a different LGBTQ+ term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.