CRM & Communications Manager - Croeso Pubs

Croeso Pubs is looking for a CRM & Communications Manager to take ownership of our customer communications, CRM strategy and digital platforms across our growing portfolio of venues.

This is an exciting opportunity for someone who understands how great communication and smart use of customer data can turn occasional visitors into regular customers.

Working across our diverse collection of pubs, bars and hospitality venues, you’ll be responsible for how we communicate with our customers – from their first interaction with one of our venues through to targeted campaigns encouraging them to return, book an event or discover another Croeso venue.

The Role

As CRM & Communications Manager, you will take ownership of our customer database and communications strategy, ensuring our venues are making the most of the data and digital tools available to them.

You’ll work closely with our Sales & Marketing team and venue management teams to create engaging, relevant communications that support the wider commercial objectives of the business.

A key part of the role will be moving beyond simply sending emails. We want to develop intelligent customer journeys based on behaviour, interests, venue visits and key occasions, helping us communicate with the right customers, with the right message, at the right time.

CRM & Customer Database

You will manage and develop our customer database, ensuring data is effectively captured, maintained and segmented.

Using Acteol , you will create and manage CRM campaigns including welcome journeys, birthday campaigns, general newsletters, event-specific communications and automated customer journeys.

You’ll use customer segmentation to create more targeted communications based on factors such as venue, interests, previous engagement and customer behaviour.

You will also monitor campaign performance, identify opportunities to improve engagement and use the results to continually refine our CRM strategy.

Communications & Campaigns

You’ll plan and deliver regular customer communications across the Croeso group, supporting everything from major sporting events and live entertainment to Christmas, student events, food occasions and venue-specific activity.

You’ll work with our wider marketing and operational teams to ensure campaigns are planned in advance, commercially focused and communicated consistently across the business.

The role will also help identify opportunities to cross promote our venues and introduce existing customers to other parts of the Croeso portfolio.

Website & Digital Platforms

You’ll take responsibility for ensuring our customer facing digital platforms remain accurate, engaging and commercially effective.

This will include regular website health checks, updating venue and event information, managing website pop-ups and promotional messaging, overseeing DMN channels and wireless social promotions, and completing regular business-page health checks.

You’ll work with venue teams to ensure upcoming events and key trading opportunities are represented correctly online and that customers can easily find the information they need.

What We're Looking For

We’re looking for someone who combines strong communication skills with a commercial understanding of CRM and digital marketing.

You should be comfortable working with customer databases, segmentation and email marketing platforms, while also having the creativity to develop communications that customers actually want to engage with.

Experience within hospitality, leisure, retail or another multi-site consumer business would be particularly valuable.

Experience using Acteol would be beneficial, although experience with another established CRM or email marketing platform would also be considered.

Most importantly, we’re looking for someone who is organised, proactive and comfortable taking ownership of CRM and communications across a fast-moving multi-venue business.

What Success Looks Like

Success in this role won't simply be measured by how many emails we send.

We want to see a growing and better-segmented customer database, improved email engagement, stronger automated customer journeys, increased repeat visits and measurable bookings and sales generated through CRM activity.

Ultimately, the role is about helping Croeso build stronger relationships with our customers and using better communication to give them more reasons to visit our venues more often.

About Croeso Pubs

Croeso Pubs is an independent Welsh hospitality group operating a diverse collection of venues across Cardiff, Penarth and the surrounding area.

Our estate ranges from high-volume city-centre bars and live music venues to food-led pubs, waterside destinations and community neighbourhood pubs.

With a growing portfolio and thousands of customers visiting our venues every week, this role provides an opportunity to shape how Croeso communicates with its customers and develop a CRM strategy that supports the next stage of the group's growth.

Interested?

If you're passionate about CRM, customer engagement and creating communications that deliver real commercial results, we'd love to hear from you.