London (Office-Based) Up to £55,000 Basic + Benefits

leading luxury hospitality group renowned for delivering exceptional guest experiences across a portfolio of premium venues. With a strong focus on personalisation, data-driven insights, and world-class service, we are investing in our CRM capabilities to better understand and engage our guests across multiple touchpoints.

The Role

We are seeking a highly capable CRM Product Manager to lead the development, optimisation, and strategic direction of our CRM ecosystem. This is a hands-on role suited to someone who has not only worked with CRM platforms but has actively built and configured CRM solutions.

You will play a critical role in shaping how we capture, manage, and activate guest data, ensuring a seamless and personalised experience across our venues.

Key Responsibilities

• Own and manage the CRM product roadmap aligned with business and guest experience objectives
• Design, build, and optimise CRM systems and workflows within platforms such as Salesforce, HubSpot, or similar
• Lead the implementation and ongoing development of CRM solutions across multiple sites
• Oversee data architecture, segmentation, and automation strategies to enhance guest engagement
• Manage and optimise SevenRooms as a core CRM and guest experience platform
• Conduct regular CRM audits, ensuring data quality, consistency, and compliance across systems
• Collaborate with marketing, operations, and technology teams to deliver integrated CRM initiatives
• Analyse CRM performance, campaign effectiveness, and guest insights to inform decision-making
• Drive innovation in personalisation, lifecycle marketing, and guest retention strategies

Experience & Skills Required

• 4+ years’ experience working with CRM systems (e.g., Salesforce, HubSpot, or similar)
• Proven experience building CRM systems-not just using them-either within CRM platforms or through custom-built solutions
• Strong expertise in SevenRooms, ideally across multi-site or international environments
• Demonstrated ability to structure, audit, and cleanse complex datasets
• Solid understanding of CRM architecture, integrations, and automation workflows
• Analytical mindset with the ability to translate data into actionable insights
• Strong stakeholder management and cross-functional collaboration skills
• Experience within hospitality, luxury, or multi-site environments is highly desirable

Working Environment

• London-based, office-based role (candidates must be comfortable working on-site)
• Collaborative, fast-paced environment within a premium hospitality setting

What We Offer

• Competitive salary up to £55,000
• Comprehensive benefits package
• Opportunity to shape CRM strategy within a growing luxury brand
• Exposure to multi-site and potentially international operations
• Career progression within a dynamic and innovative business