Head Office
9-15 Neal Street, London, WC2H 9PW

Senior Customer Marketing Manager

Salary: competitive, plus great benefits
Working Pattern: Full Time
Contract Type: Permanent
Apply Now
Senior Customer Marketing Manager

Senior Customer Marketing Manager

Caffè Nero operates around 1,000 coffee houses in the UK, the Republic of Ireland, the US, Poland, Cyprus, Turkey, the Middle East and Sweden and is Europe’s leading independent premium coffee house. Now employing circa 10,000 employees, since we opened in 1997 we have been providing exceptional, hand-crafted Italian coffee and fresh, high-quality food to customers seeking an authentic, Italian experience. The UK Caffè Nero Group comprises of Caffè Nero UK, Harris + Hoole, FCB Coffee, 200 Degrees and Coffee#1.

The role:

We are looking for a Senior Customer Marketing Manager at Caffè Nero. The role is based at our offices in Covent Garden, Central London.

Reporting to the Head of Marketing, the Senior Customer Marketing Manager will lead the UK customer growth agenda and integrated customer marketing calendar. They will ensure all marketing activity is planned through a clear Get, Grow, Keep framework: acquiring new customers, growing customer value and retaining existing customers.

This is a senior planning and leadership role, responsible for translating commercial priorities into joined-up marketing plans across product launches, seasonal campaigns, loyalty, CRM, partnerships, paid media, social, digital and in-store channels. The role will help move the marketing team from channel-led execution to integrated, growth-led planning, ensuring activity is customer-led, commercially focused, operationally deliverable and measured against clear business outcomes. Key accountabilities include:

Integrated customer marketing planning

  • Own and lead the integrated customer marketing calendar across annual, quarterly and monthly horizons.
  • Translate commercial objectives into prioritised marketing plans across CRM, loyalty, partnerships, social, paid media, digital and in-store activity.
  • Ensure all activity is structured around Get, Grow, Keep and aligned to measurable customer behaviour and business outcomes.

Customer growth across Get, Grow, Keep

  • Develop plans that support awareness, consideration, trial, new customer acquisition and purchase.
  • Identify opportunities to grow customer frequency, attachment, spend, product mix and category participation.
  • Ensure the calendar includes activity to retain active customers, reduce lapse and reactivate customers who have become less engaged.

Commercial and cross-functional leadership

  • Work closely with Commercial, Food & Beverage Development, Operations, Brand and channel owners to prioritise the highest-value opportunities.
  • Set clear objectives, priorities and performance expectations for channel owners, ensuring teams contribute to shared growth priorities rather than isolated channel plans.
  • Act as a senior point of coordination across Marketing, Commercial, Food & Beverage Development, Operations and external agencies.

Measurement and optimisation

  • Establish clear KPIs and measurement plans for major marketing activity linked to Get, Grow, Keep outcomes.
  • Lead post-campaign reviews, identifying what worked, what should be scaled, and what should be improved or stopped.
  • Champion a test-and-learn approach across propositions, messaging, channels, audiences and formats.

The right person:

Caffè Nero is a company with a very special culture and an open and friendly style of working. It operates at pace and is a high-energy, invigorating environment. It attracts people with warmth and a positive outlook who genuinely enjoy working with people.

Whichever country you’re in, Caffè Nero has a culture in which close-knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.

The Senior Customer Marketing Manager will combine commercial judgement, customer empathy and strong planning discipline. They will be comfortable leading cross-functional work, making prioritisation choices and connecting customer insight, trading priorities and marketing execution into one coherent plan.

The successful candidate will have:

  • Significant experience in customer marketing, integrated marketing planning, CRM, loyalty, retail marketing, hospitality, FMCG or multi-site consumer environments.
  • Strong understanding of customer growth levers, including acquisition, frequency, attachment, retention, reactivation and customer value.
  • Proven ability to translate commercial priorities into clear marketing plans, briefs, channel requirements and measurement frameworks.
  • Experience working across multiple channels, including CRM, loyalty, paid media, social, digital, partnerships and in-store activity.
  • Strong stakeholder leadership skills, with the ability to align Brand, Commercial, Operations, Food & Beverage Development, agencies and channel owners.
  • A commercially curious mindset, comfortable using trading performance, customer insight and campaign data to make better decisions.
  • Excellent communication, planning and prioritisation skills, with the ability to operate at pace while maintaining clarity and quality.

Being part of the Caffè Nero Team:

  • A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are currently working a minimum of 3 days a week in the office).
  • Access to our benefits platform, giving discounts at the touch of a button.
  • 25 days holiday per annum (plus bank holidays), rising with service.
  • Bonus scheme.
  • 50% employee discount on handcrafted drinks and 40% employee discount on food.
  • Private medical care through Vitality.
  • Medicash (cash plan healthcare scheme).
  • Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
  • Free hand-crafted drinks whilst you’re in the office - in your first week you’ll have Barista training, so you’ll know how to make the very best Caffè Nero coffee.
You are applying for...
Senior Customer Marketing Manager
Salary: competitive, plus great benefits
Working Pattern: Full Time
Contract Type: Permanent
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Under the Equality Act 2010 the definition of disability is if you have a physical or mental impairment that has a 'substantial' and 'long-term' adverse effect on your ability to carry out normal day to day activities. Further information regarding the definition of disability can be found at: www.gov.uk/definition-of-disability-under-equality-act-2010.
Questions
Thank you for your interest in our role. We now have some questions that we would like you to answer. This forms part of our selection process, and we really appreciate you taking the time to do this. Are you happy to proceed with the questions?
It is a legal requirement that everyone working for us has the Right to Work in the UK. We do not offer visa sponsorship. Do you have the Right to Work in the UK?
Are you able to demonstrate significant experience in customer marketing, integrated marketing planning, CRM, loyalty, retail marketing, hospitality, FMCG or another multi-site customer environment? This is an essential requirement for the position.
Are you able to demonstrate experience translating commercial objectives into integrated marketing plans across multiple channels, such as CRM, loyalty, paid media, social, digital, partnerships and in-store activity?
Are you able to demonstrate experience leading or coordinating channel owners, agencies and cross-functional stakeholders to deliver shared customer and commercial outcomes?
This role is based at our Head Office in Covent Garden, Central London. Our teams typically work 3 days in the office each week, although this may evolve over time. Candidates for this vacancy must live within commuting distance to Central London and be able to travel to the office at least 3 days each week. Are you able to fulfil this working requirement?
The salary for this role is up to £75,000 per annum, dependent on experience. Does this meet your expectations for a new role?
It would be great to know why you're interested in this opportunity. Please tell us in a few sentences.
In a few sentences, please provide an example of a customer marketing plan you have led that translated a commercial objective into customer behaviour change. What was the objective, what did you do and what was the outcome?
Please describe how you have used customer insight, trading performance or campaign data to prioritise marketing activity, scale what worked or stop what was not delivering.
Please give an example of how you have aligned teams such as Brand, Commercial, Operations, CRM, agencies or channel owners around one integrated marketing plan.
This role is based at our offices in Central London, and all candidates must live within commuting distance. Please confirm your home location, including your postcode.
What is your current salary/benefits package and salary expectations for a new role?
What notice do you need to give from your current job?
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We ask this because we're interested in your suitability.
Equality, Diversity and Inclusion
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We collect the following information to monitor our recruitment selection processes to offer fair and equal opportunities for all applicants.
In accordance with the Equality Act 2010, these details are strictly for monitoring purposes only and the information you provide is not visible to our recruitment team as part of your application.
Criminal Convictions
Have you been convicted of any criminal offence(s) which are not spent under the rehabilitation act 1974.
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We ask anyone who wants to join our team if they have any unspent criminal convictions. This doesn't mean we won't consider your application, but we need to assess the relevance against the nature of the role and whether the conviction(s) mean the role isn't suitable.
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