CRM - CRM Executive - Service
Apply nowQuick Summary:
- Team:
- Commercial and Marketing
- Location:
- United Kingdom
CRM Executive - Service
Location: Dunstable, Bedfordshire (LU5 5XE) - 3 days per week, with 2 days from home or another location
Salary: £35,000 - £40,000 dependant on skills & experiences + up to 15% bonus + healthcare + bens
Role Type: Fixed Term contract until 27/8/27
Function: Customer Engagement
Help shape how millions of Premier Inn guests experience their journey, from the moment they book to after they return home.
We’re looking for a talented CRM Executive - Service to create timely, relevant and personalised communications that keep our guests informed, improve their experience and strengthen their relationship with Premier Inn.
This is an exciting opportunity to take ownership of automated service and transactional CRM journeys spanning booking confirmations, pre-stay communications, in-stay messaging and post-stay follow-ups. You’ll help ensure every interaction is clear, helpful and consistent while identifying thoughtful opportunities to drive engagement, repeat stays and additional revenue.
You will work collaboratively with our Digital Product, Data, Ecommerce, Technology and Transformation teams, to define the data, triggers and workflows needed to deliver effective communications across our CRM channels. You’ll also play an important role in our martech transformation, helping us enhance existing journeys and explore emerging opportunities such as online check-in and in-stay communications.
Data and insight will sit at the heart of your approach. You’ll monitor journey performance, deliver A/B and multivariate testing across content, timing, channels and customer segments, and use guest behaviour and feedback to continually improve results.
We’re looking for someone with proven experience of:
- Designing and delivering automated CRM journeys
- Transactional and service-led customer communications
- CRM platforms, workflows, CDPs and CEPs
- Using data and insight to improve engagement and conversion
- Collaborating across digital, data, technology and commercial teams
Experience with platforms such as Hightouch, Tealium, Braze, Bloomreach or Adobe Campaign would be valuable. Knowledge of Adobe Analytics, SMS, push notifications or the travel and hospitality sector would also be advantageous.
If you’re passionate about combining customer experience, technology and data to create genuinely useful communications, we’d love to hear from you.
We’re proud to be a Top Employer for 14 consecutive years, a top apprenticeship employer, a Leader in Stonewall’s Proud Employer Accreditation, and a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix.
Join Premier Inn and help develop the communications that will power our future success.
Why join us?
What's Inn it for you?
Diversity & Inclusion
We have a place for you
We give everyone the opportunity to grow, develop and be their best. No barriers to entry, no limits to ambition. We're committed to being for everyone – so that means creating an inclusive culture where everyone belongs and different perspectives are valued.
Benefits
We look after our people
Enjoy the perks and rewards that working for the UK’s number 1 hotel brand can bring. From money off hotel stays and restaurant visits to celebrating your milestones here.
Development
We build careers
We’re powered by brilliant people, smart ideas and a business with the track record to make it happen for you. Get the most from your career as part of a growing business that creates opportunity at whatever stage you're at.
How to apply
How to apply
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1. Apply Online
Found a role you love? Great, just apply online! If you don’t already have a profile, you’ll create one as part of your application. If your application is successful, we’ll invite you to an interview by email with all the details you need
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2. Come to Your Interview
This is your chance to meet us and for us to meet the real you! Top tips: • What to wear: Smart-casual with comfy shoes (you may be on your feet). Be yourself, tattoos and piercings are welcome. • Before you arrive: Double-check your interview location, as we have several sites. • What to bring: Your right to work documents and National Insurance number. • Can’t make it? No problem, just let us know as early as possible and we’ll try to rearrange.
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3. Job Preview
For housekeeping or kitchen roles, you’ll spend around 30 minutes trying out the job on the day – so you can see what it’s really like. You’ll also have time to ask us any questions. We’ll let you know the outcome of your interview afterwards.
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4. Employment Checks
If you’re successful, we’ll complete the necessary employment checks. This includes verifying your Right to Work in the UK, which may happen at different stages depending on the role.
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5. Welcome to the Team!
Once everything is complete, it’s time to welcome you to the hotel team. We’ll guide you through your first steps and make sure you feel supported from day one.
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Meet Joe
"Whitbread offers opportunity at scale, breadth and depth – and it’s an environment where your ambition can take you further than you might imagine."
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"Our impact is very real. What we do shows up in performance, in the media and in how our guests experience Premier Inn."
Meet Zoe
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