Head of CRM & Paid Media Head of CRM & Paid Media

About the role

Stonegate Group is the UK's largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld, to name a few. We're proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms-including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive. As Head of CRM & Paid Media, you will be responsible for leading Stonegate's CRM, guest communications and customer lifecycle strategy delivery across all brands and MiXR. The role will own the development of a data-driven, personalised guest communication programme through Bloomreach, using segmentation, automation, analytics and customer insight to drive retention, frequency, bookings and guest lifetime value. This role will play a critical part in the evolution of Stonegate's guest data strategy, including the integration of CRM, loyalty and digital touchpoints to create a more connected guest experience. The role also includes oversight of paid guest communication channels including management of the media agency and collaboration with brand team to ensure joined-up targeting and audience strategy.

Responsibilities

• CRM Strategy & Delivery: Lead the development and execution of Stonegate's CRM and guest communications strategy across all brands and MiXR, ensuring activity supports wider commercial and brand objectives.
• Bloomreach Ownership: Own the ongoing optimisation and development of Bloomreach capabilities, including segmentation, automation, personalisation and reporting.
• Customer Lifecycle Marketing: Develop and optimise automated guest journeys across acquisition, onboarding, engagement, retention and win-back programmes to drive frequency, bookings and customer lifetime value.
• Guest Segmentation & Personalisation: Deliver highly targeted and personalised communications across email, SMS, push notifications and other guest communication channels using behavioural, transactional and loyalty data.
• Guest Data Strategy: Work closely with Digital, Product and Insight teams to support the evolution of Stonegate's guest data strategy, helping create a more connected and actionable guest view across CRM, MiXR, websites and booking platforms.
• Loyalty & MiXR Communications: Support the ongoing development of guest engagement and loyalty communications through MiXR, ensuring CRM and loyalty activity work seamlessly together.
• Analytics & Insight: Use customer, campaign and booking data to identify opportunities, improve targeting, optimise performance and provide clear commercial insight and ROI reporting.
• Testing & Optimisation: Establish robust testing frameworks across subject lines, content, segmentation, send times, journeys and personalisation strategies to continuously improve performance.
• Deliverability & Governance: Ensure CRM best practice across deliverability, data quality, compliance, consent management and communication governance.
• Agency Management: Manage CRM and media agency relationships, ensuring clear objectives, strong performance management, prioritisation and delivery against agreed business outcomes.
• Paid Guest Communications Oversight: Oversee paid guest communication activity in collaboration with media agency and brand teams to ensure joined-up audience targeting, campaign planning and customer messaging strategies.
• Budget Management: Manage budgets and support the planning and optimisation of guest communication investment to deliver measurable commercial return.
• About You
• Significant experience in digital marketing - specialising in CRM
• Hands-on experience with Bloomreach is essential
• Experience in a management position
• Media experience preferred
• Line management experience essential
• Demonstratable knowledge in customer acquisition
• Experience building automated lifecycle journeys at scale
• Strong understanding of customer segmentation and behavioural targeting
• Experience managing customer databases and data-driven marketing strategies
• Experience using customer insight and analytics to optimise communication performance
• Understanding of CRM deliverability and data governance best practice
• What makes Stonegate a great place to work?
• 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year
• Bonus Scheme
• Access to discounted Private Med

Additional Information

Work with us Come and join our team! Head of CRM & Paid Media Home based, B90 4SJ £65,000 to £70,000 Permanent Posted: Tuesday, June 02, 2026 LB1588752HomHOCPM Head of CRM & Paid Media

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