A little bit about Lindt

We are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 400 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY.

We’re also proud of being one of the few bean-to-bar chocolate makers in the world, where we control every step of our chocolate production.

Where you’ll be based
This role is based in Feltham, London (Hybrid Working: in the office 60% and WFH 40%). From 2026, our Head Office will be based in Richmond upon Thames.

How you could help us to Enchant the World with Chocolate

Reporting directly to the Senior Digital Growth Manager, the CRM Loyalty and Email Marketing Manager will play a crucial role in formulating and executing Lindt’s CRM/email marketing and loyalty strategies. And we are looking for someone to start from 1st May 2025 so there is an important 2 week handover. 

The CRM Loyalty and Email Marketing Manager will be responsible for supporting both the Retail stores and eShop teams providing the business with sales and data insights that engage, inspire, and retain customers, ultimately building customer lifetime value.

Leveraging on test & learn approach, customer insights, and retail stores feedback, you will be creating and executing always-on CRM campaigns and life-cycle triggers across the different touchpoints of the brand. You will be responsible for developing & implementing Lindt’s strategy for customer acquisition, retention, and loyalty, with a strong focus on personalisation, segmentation, customer journeys and creative strategy. You will play a pivotal role in our digital team, focusing on the strategic development and execution of email marketing campaigns, driving engagement and conversions through creative and targeted email marketing strategies.

Key Responsibilities

To excel in this role, you will be commercially minded and practical, working with the relevant teams to ensure that all email activities and supporting processes are followed and delivered on time to maximize trade.

CRM Loyalty key responsibilities include:

• Plan, develop, and hands on implement CRM strategies aimed at boosting consumer engagement, lifetime value, and revenue for both retail stores and eShop, by enhancing the way customer data is gathered and used both online and in-store
• Manage day to day activities related to CRM and loyalty program strategy (MyLindt Rewards), including the ideation, briefing, testing, building and execution of email marketing campaigns via our Selligent platform
• Develop a strong CRM calendar that balances brand, and commercial needs ensuring high engagement and repeat customer transactions
• Develop and grow MyLindt Rewards program with a key focus onretention, and engagement of existing members through email communications, technical development, promotions, partnerships, competitions etc
• Develop and optimize tactical triggered campaigns based on customer lifecycle and purchase history
• Set up data and insight reports to monitor KPIs and drive business development by delivering focused analysis on campaigns, email triggers, CRM initiatives, customer behaviours and purchasing habits with the purpose to inform the business of key trends and areas requiring attention/growth/development etc
• Build solid relationships and work cross-functionally on CRM and wider company projects/initiatives with Retail, Global, Finance, Legal and IT Teams
• Engage directly with stores & wider Retail colleagues with training and support to embed CRM as a key focus for customer retention and loyalty
• Work closely with third party partners including CRM agency

Email marketing key responsibilities include:

• Develop and implement comprehensive BAU email marketing strategies to meet business objectives. This includes audience segmentation, campaign planning, and performance analysis
• Design, test, and execute email campaigns. This involves crafting compelling content, managing email templates, scheduling, and ensuring deliverability of email newsletter campaigns
• Regularly analyse campaign performance and customer engagement metrics to understand effectiveness and identify areas for improvement. Use insights to optimise future campaigns and integrate it in the loyalty roadmap and vice versa
• Hands on delivery of B2B seasonal email marketing campaigns. Act as a consultant for B2B CRM initiatives to drive acquisition and conversion
• Provide regular reports on campaign performance, insights, and recommendations to the team and senior management

What experience you’ll bring

• 3+ years CRM/Loyalty marketing experience in CRM (ideally retail, FMCG)
• Hands-on experience working with ESP/CRM email marketing platforms and/or marketing clouds
• Highly numerate and analytical
• Strong proficiency in Excel and PowerPoint
• Great communication and team collaboration; there is a need to work across different levels of the organisation
• Strong project management skills
• Ability to quickly identify business issues using data, make commercial and technical recommendations and deliver quick decision making
• Retail experience would be a plus
• Passion for LINDT

Being yourself every day

We want everyone at Lindt feel safe to be themselves, ensuring they are empowered, represented, celebrated and included in our workplace. You’ll notice this throughout the recruitment process; in our ‘dress for your day’ policy and through our proactive DE&I strategy.

Living our values everyday

At Lindt UK, our values guide us in everything we do. Being Passionately Lindt, Always Evolving, Building Real Relationships, Acting Responsibly and Making An Impact are an integral part of life here at Lindt.

What you can expect from us

In return for everything that you’ll bring, we can offer you an exciting role in a fast-growing organisation, where we’ll provide an environment where you will thrive, feel supported and fulfil your career aspirations. As well as supporting your physical and mental wellbeing, as part of our offering, you will receive a competitive compensation and benefits package including; competitive salary, bonus, pension, life cover, chocolate allowance; chocolate give-aways, chocolate discount, £100 personal incentive, birthday day off and so much more!

Requirements