CRM Implementation Manager

CRM Implementation Manager 

Location: London (3 days office-based) 
Salary: £55k plus bonus scheme & benefits 

We’re looking for a CRM Implementation Manager to lead the rollout and evolution of our new Acteol CRM system (so experience with this system is essential)—and to help us take customer engagement to the next level. Based in our London Support Centre, this role is all about delivering smart, data-driven customer experiences that fuel loyalty, personalisation, and growth. 

Our Role 

The CRM Implementation Manager will own the setup and strategic development of our CRM platform. In the early phase, you’ll focus on project managing the system’s implementation—coordinating with IT, Marketing, and external partners to ensure everything runs smoothly. 

From there, your focus will shift to managing the CRM day-to-day: driving personalisation, optimising campaigns, and turning insights into action. This role is central to how we connect with guests across our multi-site restaurant business and make sure they feel welcome, understood, and valued—wherever and however they interact with us. 

Life With Us 

We’re a team that believes in Joyful Hospitality, Passion For Better, and creating an Inclusive Community—for both our guests and our people. We’re curious, collaborative, and commercially-minded. We solve real problems, bring fresh ideas, and celebrate progress. 

You’ll be the go-to expert for all things CRM—empowering our teams to get the most out of the platform while continuously pushing for smarter ways to engage our customers. 

Our Person 

You’re a commercially astute problem-solver who understands the power of data-led marketing. You bring experience in CRM implementation, ideally in the hospitality or multi-site sector, and know how to translate customer insights into action. 
You love collaboration, can speak the language of both tech and marketing, and you care about getting the detail right without losing sight of the big picture. 

How We Work 

• Work with Brand, Ops, Marketing, and IT to align CRM strategies with broader business goals and guest experiences. 

• Lead the CRM project lifecycle—from implementation and integration to user training and rollout. 

• Manage and optimise campaigns, analyse performance, and champion best practice across the business. 

• Bring people together—creating scalable systems and smart solutions that reflect our values of Joyful hospitality, Passion For Better, Recognition & Growth and Inclusive Community. 

Experience We Value 

• Experience with Acteol Hospitality CRM system—must-have! 

•  Proven track record in CRM implementation and management, ideally in a multi-site business.  

• Strong technical understanding of CRM platforms, automation, and integrations.  

• Strategic mindset with the ability to turn insights into action.  

• Excellent communication skills and ability to engage stakeholders at all levels. 

•  Passion for enhancing customer experience and driving business growth. 

Perks & Benefits 

• Competitive salary 

• Bonus scheme 

• 25 days holiday + your birthday off 

• Hybrid working (3 days in the office) 

• Discounts on food, drink, and exclusive partner perks 

• Wellbeing support, financial advice, and professional development opportunities