Senior Guest Experience Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Carter Murray Full time

About Carter Murray

Carter Murray is a leading recruitment agency specializing in luxury and retail talent. We are seeking a highly skilled Senior Guest Experience Manager to join our client's team.

Job Summary

The Senior Guest Experience Manager will be responsible for supporting the growth and execution of the CRM and Membership programmes. This role will focus on delivering a streamlined approach to customer engagement and loyalty strategy, ensuring a personalized and relevant experience for our guests.

Key Responsibilities

  • Membership Strategy
    • Develop and implement innovative membership programmes to drive guest acquisition and retention.
    • Collaborate with cross-functional teams to support membership growth and engagement.
    • Design and execute exclusive seasonal membership content, including rewards, communications, events, and gifting.
  • Email Marketing
    • Develop and execute a comprehensive email strategy to deliver personalized and timely communications.
    • Collaborate with key stakeholders to develop engaging content that drives growth and loyalty.
    • Report on key CRM metrics and manage the implementation and optimization of supporting tools.
  • Customer Insights
    • Analyze customer data to inform membership and loyalty strategies.
    • Develop and execute targeted campaigns to drive guest engagement and retention.
  • Project Management
    • Manage multiple projects simultaneously, prioritizing tasks and deadlines to ensure successful delivery.
    • Collaborate with internal stakeholders to ensure seamless project execution.

Requirements

  • 5+ years of experience in managing loyalty or membership programmes within retail and/or luxury brand environments.
  • Proven track record of developing and executing successful CRM strategies.
  • Excellent analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
  • Strong communication and project management skills, with the ability to work effectively in a fast-paced environment.
  • Proficiency in digital tools such as PowerBI, Google Analytics, and Salesforce Marketing Cloud & Loyalty Management platforms.

About You

We are looking for a highly motivated and experienced Senior Guest Experience Manager who is passionate about delivering exceptional customer experiences. If you have a strong background in loyalty and membership programmes, excellent analytical skills, and a proven track record of success, we encourage you to apply.

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