Location: UK. Click inside to apply.
(Image Source)
GLOAbout the job
-
at wagamama, we’re an eating house for the soul. with over 165 uk restaurants and growing, our purpose is to nourish the world from bowl to soul. inspired by fast-paced, japanese ramen bars since 1992. a celebration of asian food brought wagamama to life
we’re looking for an head of crm + loyalty to join us on our continuous journey of true nourishment
purpose
to lead and deliver our ambitious CRM and loyalty proposition, program and plan delivering at least 3% incremental LFL growth year in year through a best in class program creating a rich customer experience that creates industry leadingcustomer loyalty and retention driving life time value and sustainable top line and bottom line growth for business. You will be P&L accountable for the
Soul Club entity and expected to manage all levers within to drive the strongest commercial return
key accountabilities
Strategic development
own the strategic development of our CRM strategy & soul club, ensuring continued membership growth, engagement and improving marketing ROI through increasingly personalised offers, best in class CRM program
revenue & EBITDA generation
own the Soul club P&L and all elements of the program that drive commercial return
contribute significantly to revenue and EBITDA growth as the single biggest LFL contributor
effective reporting of KPIs to measure the effectiveness of loyalty & CRM initatives and customer & commercial performance including incremental revenue and profit
CRM & Loyalty Development Roadmap
define customer back the 3 year prioritised CRM and loyalty roadmap, assess commercial benefit (ease / scale) and lead the business requirements for CRM & loyalty platform, systems and technology development to brief into the technical / IT team for delivery
crm & loyalty platform management
accountable for the management of our platforms (cdxp, personalisation, loyalty engine) ensuring it is effectively set up and utilised across the business, identify opportunities for system automations and optimisation
customer insight into action
be on the pulse of future trends in the industry and networked with specialist in this space to bring leading edge insight, ideas for customer benefit to our brand ensuring we remain one step ahead
bring the outside in with good knowledge and understanding of competitor and industry wide performance in the space of loyalty & CRM
customer segmentation management
managing customer segmentation and targeting strategies to optimise marketing campaigns
stakeholder management
collaborate across the business to ensure that the crm strategy and plans are aligned with broader business objectives
team leadership
lead a team of CRM & Loyalty specialists to drive continuous improvement in customer engagement and retention
key requirements
- 7+ years experience in CRM & Loyalty
- proven experience of leading, developing and scaling CRM & loyalty for customer and commercial benefit in another business
- Deep knowledge and experience of Bloomreach as our CDXP and moveable ink as our personalisation platform
- Strong experience of developing personalised communication and marketing at scale 1-1
- well connected in the CRM, loyalty world and able to bring to the table new innovations that drive value, experience of ML / AI preferable
- customer first in approach, data driven, with a desire to raise the bar, go the extra mile and create the best program in the industry
- Commercially strong with good understanding of the levers to pull to deliver profitable sustainable growth through CRM & Loyalty
- Knowledge and experience of how to measure the return of loyalty programs in terms of incremental revenue and profitability
- strengthen in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer
- experienced in leading a team and working collaboratively across a business to drive results
- compliance awareness with sound knowledge of gdpr and data privacy best practices
wok’s in it for you
- a competitive annual salary
- discretionary 20% bonus opportunity per year
- hybrid working model
- £200 wagamama food allowance
- private healthcare
- pension contribution
- 25 days holiday + all bank holidays
- various discount across retail, hospitality + leisure
- family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay
- Source: wagamama
Disclaimer: Press release
© Press Release 2025
Send us your press releases to news@globalloyalty.org
Press releases originate from external third-party providers. This website does not have responsibility or control over its content, which is presented as is, without any alterations. Neither this website nor its affiliates guarantee the accuracy of the views or opinions expressed in the press release.
The press release is intended solely for informational purposes and does not offer tax, legal, or investment advice, nor does it express any opinion regarding the suitability, value, or profitability of specific securities, portfolios, or investment strategies. Neither this website nor its affiliates are liable for any errors or inaccuracies in the content, nor for any actions taken based on it. By using the information provided in this article, you agree to do so at your own risk.
To the maximum extent permitted by applicable law, this website, its parent company, subsidiaries, affiliates, shareholders, directors, officers, employees, agents, advertisers, content providers, and licensors shall not be liable to you for any direct, indirect, consequential, special, incidental, punitive, or exemplary damages, including but not limited to lost profits, savings, and revenues, whether in negligence, tort, contract, or any other theory of liability, even if the possibility of such damages was known or foreseeable.
The images used in press releases and articles provided by 3rd party sources belong to the respective source provider and are used for illustrative purposes in accordance with the original press releases and publications.
Disclaimer: Content
While we strive to maintain accurate and up-to-date content, Global Loyalty Organisation Ltd. makes no representations or warranties of any kind, express or implied, about the correctness accuracy, completeness, adequacy, or reliability of the information or the results derived from its use, not that the content will meet your requirements or expectations. The content is provided “as is” and “as available”. You agree that your use of the content is at your own risk. Global Loyalty Organisation Ltd. disclaims all warranties related to the content, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and title, and is not liable for a particular purpose, non-infringement, and title, and is not liable for any interruptions. Some jurisdictions do not allow the exclusion of certain warranties, so these jurisdictions may not apply to you. Global Loyalty Organisation Ltd. Reserves the right to modify, interrupt, or discontinue the content without notice and is not liable for doing so.
Global Loyalty Organisation Ltd. shall not be liable for any damages, including special, indirect, consequential, or incidental damages, or damages for lost profits, revenue, or use, arising out of or related to the content, whether in contract, negligence, tort, statute, equity, law, or otherwise, even if advised of such damages. Some jurisdictions do not allow limitations on liability for incidental or consequential damages, so this limitation may not apply to you. These disclaimers and limitations apply to Global Loyalty Organisation Ltd. and its parent, affiliates, related companies, contractors, sponsors, and their respective directors, officers, members, employees, agents, content providers, licensors, and advisors.
The content and its compilation, created by Global Loyalty Organisation Ltd, are the property of Global Loyalty Organisation Ltd. and cannot be reproduced without prior written permission.
