CRM and Loyalty Manager - Maternity Cover

Position: CRM and Loyalty Manager - 12 Month Maternity Cover
Location: Greater London

CRM and Loyalty Manager - 12 Month Maternity Cover Support Office
- Waterloo

At Krispy Kreme, we're all about making every moment a little brighter and that starts with our people. Join our Support Office and you'll be part of a friendly, collaborative team where your ideas are valued, your development is supported, and there's always time to celebrate success together.

Alongside a great culture, you'll enjoy a range of benefits including:

• Doughnuts (of course!)
• Pension Scheme
• Learning and development opportunities
• Career progression across our growing business
• Hybrid and flexible working (where the role allows)
• A collaborative and inclusive culture
• Team events and celebrations

CRM & Loyalty Manager - 12 Month Maternity Cover

• Job Type: Full-time, 12-month fixed-term contract (Maternity Cover)
• Working Pattern: Hybrid
  - Tuesday, Wednesday and Thursday in our London Waterloo office, with Monday and Friday working from home.

Love data? Obsessed with customers? Brilliant at turning insight into action?

We've got a pretty sweet opportunity for you!

At Krispy Kreme, we're on a mission to be the most loved sweet treat brand. We're looking for a curious, creative and commercially minded CRM & Loyalty Manager to help us create meaningful customer connections, grow loyalty and give our fans even more reasons to keep coming back.

This isn't just about sending emails. It's about understanding what makes customers tick, creating brilliant personalised experiences and turning customer insight into measurable commercial results.

Reporting to our Head of Customer & Loyalty, you'll play a key role in delivering our CRM and customer lifecycle activity across the UK & Ireland.

If you're passionate about CRM, love getting hands-on with technology and enjoy bringing fresh ideas to life, we'd love to hear from you.

HERE'S A TASTE OF WHAT YOU'LL BE DOING Creating customer connections that count

• Build, deliver and optimise engaging CRM campaigns across email, SMS, app push and other digital channels.
• Develop personalised customer journeys that drive engagement, retention, repeat purchases and customer value.
• Use segmentation, personalisation and A/B testing to continually improve campaign performance.
• Create and optimise automated customer communications across the customer lifecycle, from welcome journeys to reactivation campaigns.

Turning data into something brilliant

• Analyse customer behaviour and campaign performance to identify opportunities for growth.
• Translate customer insight into clear, actionable recommendations.
• Monitor and report on CRM and loyalty performance, using data to inform future activity.
• Champion a test-and-learn approach to continuously improve customer engagement.

Making our technology work harder

• Take ownership of the day-to-day operation of our CRM platform, ensuring campaigns and automations run smoothly.
• Use CRM technology, including Dotdigital and Movable Ink, to deliver smarter, more personalised communications.
• Maintain customer segmentation, database health and email deliverability.
• Work closely with our technology and data partners to improve CRM capabilities and customer experiences.

Growing customer loyalty

• Work alongside our Senior Loyalty Manager to support the development of Krispy Kreme Rewards.
• Create targeted loyalty communications that encourage engagement, frequency and spend.
• Collaborate with our Marketing, Creative, Digital and Retail teams to bring campaigns to life.

YOU'LL THRIVE HERE IF YOU...Bring the right ingredients.

• You have a minimum of 2 years' hands-on experience using an Email Service Provider (ESP), such as Dotdigital, Braze, Klaviyo or a similar platform. This is essential.
• You have practical experience building, executing and optimising email marketing campaigns and automated customer journeys.
• You're confident using customer segmentation, personalisation and A/B testing to improve performance.
• You understand customer lifecycle marketing and how CRM can drive acquisition, retention and repeat purchase.
• You're comfortable analysing campaign performance and turning data into commercial recommendations.
• You have excellent attention to detail and can manage multiple campaigns and priorities.
• You're proactive, curious and enjoy testing new ideas and challenging existing ways of working.
• You're a strong communicator who enjoys collaborating with different teams to deliver results.
• Experience in retail, FMCG, hospitality or another customer-focused business would be an advantage.
• Experience with Movable Ink or similar personalisation…