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Senior Guest Experience Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Carter Murray Full time

Senior Guest Experience Manager

Join Carter Murray

£75,000

As a Senior Guest Experience Manager, you will play a key role in driving the growth and execution of our CRM and Membership programmes. With a strong focus on customer lifetime value, retention, and acquisition, you will develop and implement strategies to enhance the guest experience and drive business results.

Key Responsibilities

Membership:

  • Develop and execute the strategic direction of the membership programme, working closely with cross-functional teams to drive member sign-up and retention.
  • Lead the creation of exclusive seasonal membership content, including rewards, communications, events, and gifting initiatives.

Email Marketing:

  • Design and execute a comprehensive email strategy, delivering personal, relevant, and timely communications to our guests.
  • Collaborate with key stakeholders to develop engaging email campaigns that drive growth and retention.
  • Monitor and report on key CRM metrics, providing insights to inform business decisions.
  • Manage the implementation and optimization of CRM supporting tools.

About You

  • You will have a proven track record of managing loyalty or membership programmes within a retail or luxury brand environment, with a minimum of 5 years' experience.
  • You will have expertise in developing and executing CRM channel strategies, including automated lifecycle trigger communications.
  • You will be a highly organized and detail-oriented individual, with excellent project management skills and a strong ability to manage time and workload effectively.
  • You will have a healthy mix of creative and analytical thinking, with the ability to deliver innovative and engaging experiences that drive business results.
  • You will have a strong understanding of GDPR and data privacy regulations.
  • You will be a strong communicator, with excellent written and verbal skills.

Carter Murray is an equal opportunities employer and welcomes applications from all qualified candidates.