CRM Manager role with leading leisure & entertainment brand
Consumer Additions, a specialist recruitment partner for high-growth consumer brands, is excited to announce a new opportunity with a rapidly expanding leisure and entertainment company known for its immersive, experience-led venues. Based in London, this brand is reshaping how audiences engage with entertainment, combining cutting-edge technology, hospitality, and creativity to deliver unforgettable guest experiences.
As part of their continued expansion, the company is seeking a CRM Manager to lead the development of a customer relationship strategy that not only retains and delights customers but also drives long-term brand loyalty. This is a pivotal role at the heart of customer engagement, perfect for someone looking to blend strategic vision with hands-on campaign execution.
The Role: Driving Engagement Through Strategic CRM
As CRM Manager, you will take ownership of the entire CRM ecosystem, playing a central role in shaping how customers interact with the brand throughout the customer journey. This is more than just a technical position—it’s an opportunity to shape a cross-channel communication strategy that aligns with the brand’s mission to create immersive, loyalty-driven experiences.
Key Responsibilities:
- Lead CRM Strategy: Create and execute an end-to-end CRM roadmap aligned with business growth goals.
- Lifecycle Campaigns: Build and refine full-funnel marketing campaigns—from onboarding to re-engagement—to drive retention and increase lifetime value.
- Automation and Journeys: Develop automated email and messaging flows, including welcome series, win-back campaigns, and behavioural triggers.
- Cross-functional Collaboration: Work closely with digital, marketing, and operational teams to integrate CRM into wider brand initiatives.
- Segmentation Strategy: Oversee data segmentation to ensure precision targeting and personalisation at scale.
- Data Analysis and Optimisation: Monitor performance analytics, A/B test content and workflows, and continuously improve campaign effectiveness.
Ideal Candidate Profile
The perfect candidate for this role is a data-savvy, creatively driven marketer with a strong background in CRM or lifecycle marketing, ideally in hospitality, events, or multi-site consumer environments.
You’ll bring:
- Proven experience in CRM strategy and campaign delivery.
- Deep understanding of segmentation, automation tools, and lifecycle marketing.
- A data-driven mindset combined with a creative eye for guest engagement.
- Knowledge of CRM platforms and tools, such as Salesforce, HubSpot, or Braze.
- Experience managing loyalty programmes is a significant plus.
- Strong organisational skills and the ability to lead projects from ideation through to execution.
CRM’s Growing Role in the Experience Economy
The leisure and entertainment sector is experiencing a resurgence in demand, with consumers increasingly prioritising memorable experiences over material goods. As a result, CRM marketing has evolved into a strategic pillar of business growth.
In this new experience-driven economy, CRM is no longer just about emails—it’s about building meaningful connections, understanding behavioural patterns, and tailoring content to inspire repeat visits and brand advocacy. According to industry reports, CRM and customer engagement platforms are among the fastest-growing segments of marketing technology, with global investment in CRM tools expected to reach over $80 billion by 2025.
This role places you at the centre of that transformation—allowing you to shape how technology and personalisation enhance real-world experiences.
About Consumer Additions
Consumer Additions is a trusted recruitment partner for premium consumer brands across fashion, beauty, leisure, and hospitality. With a deep network and market knowledge, they connect dynamic businesses with exceptional talent, enabling growth in a fast-paced, experience-led world.