CRM Product Manager

CRM Product Manager

📍 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

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

Experience & Skills Required

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

Working Environment

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

What We Offer

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