head of crm loyalty
| Posting date: | 01 May 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 31 May 2025 |
| Location: | noodle hq 5-7 marshalsea road, se1 1ep |
| Company: | inploi |
| Job type: | Permanent |
| Job reference: | 75699276 |
Summary
at wagamama, we’re an eating house for the soul. with over 165 uk restaurants and growing, our purpose is to nourish the world from bowl to soul. inspired by fast-paced, japanese ramen bars since 1992. a celebration of asian food brought wagamama to life
we’re looking for an head of crm + loyalty to join us on our continuous journey of true nourishment
purpose
to lead and deliver our ambitious CRM and loyalty proposition, program and plan delivering at least 3% incremental LFL growth year in year through a best in class program creating a rich customer experience that creates industry leadingcustomer loyalty and retention driving life time value and sustainable top line and bottom line growth for business. You will be P&L accountable for the
Soul Club entity and expected to manage all levers within to drive the strongest commercial return
key accountabilities
Strategic development
own the strategic development of our CRM strategy & soul club, ensuring continued membership growth, engagement and improving marketing ROI through increasingly personalised offers, best in class CRM program
revenue & EBITDA generation
own the Soul club P&L and all elements of the program that drive commercial return
contribute significantly to revenue and EBITDA growth as the single biggest LFL contributor
effective reporting of KPIs to measure the effectiveness of loyalty & CRM initatives and customer & commercial performance including incremental revenue and profit
CRM & Loyalty Development Roadmap
define customer back the 3 year prioritised CRM and loyalty roadmap, assess commercial benefit (ease / scale) and lead the business requirements for CRM & loyalty platform, systems and technology development to brief into the technical / IT team for delivery
crm & loyalty platform management
accountable for the management of our platforms (cdxp, personalisation, loyalty engine) ensuring it is effectively set up and utilised across the business, identify opportunities for system automations and optimisation
customer insight into action
be on the pulse of future trends in the industry and networked with specialist in this space to bring leading edge insight, ideas for customer benefit to our brand ensuring we remain one step ahead
bring the outside in with good knowledge and understanding of competitor and industry wide performance in the space of loyalty & CRM
customer segmentation management
managing customer segmentation and targeting strategies to optimise marketing campaigns
stakeholder management
collaborate across the business to ensure that the crm strategy and plans are aligned with broader business objectives
team leadership
lead a team of CRM & Loyalty specialists to drive continuous improvement in customer engagement and retention
key requirements
- 7+ years experience in CRM & Loyalty
- proven experience of leading, developing and scaling CRM & loyalty for customer and commercial benefit in another business
- Deep knowledge and experience of Bloomreach as our CDXP and moveable ink as our personalisation platform
- Strong experience of developing personalised communication and marketing at scale 1-1
- well connected in the CRM, loyalty world and able to bring to the table new innovations that drive value, experience of ML / AI preferable
- customer first in approach, data driven, with a desire to raise the bar, go the extra mile and create the best program in the industry
- Commercially strong with good understanding of the levers to pull to deliver profitable sustainable growth through CRM & Loyalty
- Knowledge and experience of how to measure the return of loyalty programs in terms of incremental revenue and profitability
- strengthen in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer
- experienced in leading a team and working collaboratively across a business to drive results
- compliance awareness with sound knowledge of gdpr and data privacy best practices
wok's in it for you
- a competitive annual salary
- discretionary 20% bonus opportunity per year
- hybrid working model
- £200 wagamama food allowance
- private healthcare
- pension contribution
- 25 days holiday + all bank holidays
- various discount across retail, hospitality + leisure
- family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay