CRM & Loyalty Manager, based in Kensington, London This is a hybrid role with the expectation of working from the office 3 days a week.
At Côte, we’re passionate about creating experiences guests want to return to, whether they’re dining in one of our brasseries, discovering Côte at Home, or exploring a new favourite bottle through Uncorked.
We’re looking for a CRM & Loyalty Manager to shape how we connect with our guests at every stage of their journey. This is a role for someone who understands that great CRM is more than campaigns and data, it’s about building genuine relationships, creating memorable moments, and turning first-time visitors into loyal advocates.
You’ll lead the strategy, optimisation and delivery of CRM and loyalty across the Côte portfolio and wider Group blending creativity, insight and technology to drive engagement, retention and lifetime value.
What you’ll do
- Own and evolve our customer retention strategy across both restaurant and ecommerce brands, through our loyalty app and experiences that keep guests coming back.
- Deliver high-impact CRM campaigns that increase engagement, drive conversion and strengthen brand connection.
- Work closely with Brand and Marketing teams to develop compelling, insight-led communications that feel relevant, timely and aligned with the individual brand.
- Design and refine automated guest journeys, from welcome and pre-visit experiences to post-visit engagement, win-back campaigns and reactivation flows.
- Lead the ongoing development of our loyalty proposition and app experience, driving acquisition, adoption and customer value.
- Using data and insight to uncover opportunities, shape strategy and deliver measurable commercial impact.
Who you’ll be
You’re a commercially minded CRM marketer who combines analytical thinking with creative instinct. You know how to turn customer insight into meaningful engagement and thrive in a fast-moving, collaborative environment.
You’ll likely bring:
- Proven experience managing CRM and loyalty programmes within a customer-focused brand.
- Strong knowledge of platforms such as Exponea/Bloomreach or similar CRM technologies.
- Experience building personalised, data-driven customer journeys using triggers, segmentation and behavioural insight.
- A solid understanding of campaign governance, contact strategies and high-volume multi-channel communications.
- A naturally curious mindset, with a passion for testing, optimisation and continuous improvement.
- Equal strengths in both creativity and performance-driven marketing.
