Loyalty & CRM Executive

The UK’s leading provider of adult short break experiences, Warner Hotels is a collection of unique properties in great locations across the UK. All short breaks at a Warner Hotel include breakfast, dinner and specified entertainment and activities, ensuring guests make the most of their time away.

The Loyalty & CRM Executive is responsible for supporting the day-to-day delivery of Warner Hotels' CRM and loyalty activity, helping to create engaging guest communications and a seamless loyalty member experience. This is a varied role that combines loyalty programme administration, CRM delivery, brochure creative coordination and stakeholder management.   Working across CRM, loyalty and guest communications, you will help bring our plans to life, delivering guest engagement and commercial results.

We’re looking for someone who is organised, proactive and enjoys making things happen, with the ability to manage multiple priorities whilst maintaining a high level of accuracy and attention to detail. Ideally you're working within CRM, Loyalty or Marketing and want to bring your experience from using and working with CRM, marketing automation or Customer engagement platforms to work with us. We use Bloomreach, so any exposure to this platform would be advantageous.

Key Responsibilities:

 Loyalty Programme Operations

• Support the day-to-day operation of Warner Hotels' loyalty programme, helping to deliver a seamless member experience.
• Manage member administration, reward fulfilment, programme updates and loyalty-related communications.
• Work closely with hotels, operational teams and the Contact Centre to ensure member benefits and communications are delivered effectively.
• Act as a day-to-day point of contact for loyalty-related queries, resolving issues and escalating where required.
• Gather member feedback and identify opportunities to improve the member experience and operational processes.
• Maintain loyalty programme documentation, FAQs and support materials.

CRM Campaign Delivery

• Support the delivery of CRM campaigns across email, direct mail, SMS and other guest communication channels.
• Build, test, schedule and deploy campaigns and automated journeys within our CRM platform.
• Ensure communications are accurate, on brand and delivered to agreed timelines.
• Support campaign reporting, testing and optimisation activity.
• Work closely with the wider CRM team to ensure activity is coordinated across the guest journey.

Quarterly Brochure Delivery

• Coordinate the production of our quarterly brochures, managing briefing, timelines, stakeholder input and approvals.
• Work closely with creative, brand and commercial teams to ensure brochure content is accurate and delivered to agreed deadlines.
• Support proofing and quality assurance to maintain a high standard of accuracy.

Team Support

• Provide administrative, coordination and delivery support across CRM, loyalty and guest relationship initiatives as priorities require.
• Support reporting, presentations, planning activities and stakeholder updates.
• Assist with campaign calendars, documentation and operational processes.
• Build strong working relationships across Channel Experience, Brand Experience, Commercial, Technology, Hotels and Contact Centre teams.

This is a great role within CRM and we're looking for our Executive to have the following skills

• Clear understanding of CRM, loyalty programmes or customer communications.
• Awareness of customer data, customer journeys and marketing best practices.
• Understanding of the importance of data accuracy and customer consent.
• Basic understanding of GDPR and data protection principles.
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Excellent attention to detail with a high standard of accuracy.
• Strong written and verbal communication skills.
• Confident working with systems, data and technology platforms.
• Ability to build effective working relationships across multiple teams.
• Comfortable identifying issues and taking ownership to resolve them.
• Able to balance operational delivery with continuous improvement.
• Comfortable working with data and maintaining a high standard of accuracy.

This role is based at our offices in Hemel Hempstead 3 days a week.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries . We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: [email protected]