Loyalty and CRM Marketing Specialist

4 days ago

London, Greater London, United Kingdom Great Western Railway Full time
About the Role

We are seeking a proactive and driven Loyalty and CRM Marketing Executive to join our Sales and Marketing team at Great Western Railway. As a key member of our team, you will play a crucial role in executing our loyalty and CRM marketing strategy, supporting customer retention, inspiring travel across our network, and enhancing the customer experience throughout their journey.

Key Responsibilities
  • Support the Senior Loyalty and CRM Manager in managing the overall programme and the delivery of supporting strategic and tactical customer communications.
  • Work with the Senior Loyalty and CRM Manager to handle daily agency relationships from creative (media, Loyalty/CRM, data targeting) to maximise ROI and grow the database.
  • Help develop campaign business cases, collaborating with the data analytics and revenue insight team.
  • Write Loyalty and CRM briefs for the agency, supporting the overall Loyalty and CRM strategy.
  • Obtain sign-off for all materials and maintain the compliance sign-off audit trail.
  • Build day-to-day relationships with Regional Marketing Managers, External Communications, Revenue, Loyalty, Social Media, Customer Experience, Retail, and Digital departments.
  • Prepare content for CRM campaigns and work with the agency to develop collateral.
  • Liaise with the agency to ensure data selection and validation, and manage the print, broadcast, and production cycles.
  • Brief customer service and fulfilment teams on new campaigns and implement campaign tracking procedures.
  • Work with the Senior Loyalty and CRM Manager to develop the correct evaluation metrics for all campaign activity.
  • Track all Loyalty and CRM campaign reporting, including preparing internal reports with findings and recommendations.
  • Resolve operational resource constraints to fulfil planned activities or add additional business-critical activities.
About You

We are looking for a candidate with a marketing background and experience in managing brands, campaigns, and CRM. You should have a proven track record of commercial success, maximising brand strength and value. Strong team management experience is also essential, with the ability to confidently lead a new team and take accountability for departmental performance.

About the Location

This role is based at The Point in Paddington, with some flexible/home working possible. Occasional event attendance may require working during non-standard hours. Travel to various locations on and off our network may be required on an ad hoc basis.

About Us

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

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