About Us

With over 60 years of history, Pizza Hut has become the world's largest pizza company, with 18,000+ stores across 100 countries. We're proud be an International Operating Market of nearly 1,300 Pizza Huts across the UK, Ireland, France and Canada. At Pizza Hut, our North Star is to be the top pizza choice, bringing people together through the joy of pizza. We're passionate about delivering extraordinary experiences to our beloved customers, keeping our team members happy, and collaborating with our franchisees who operate across 500 Delivery and Restaurant Huts in the UK and Ireland. 

As part of the YUM! Brands family, which includes KFC, Taco Bell, and The Habit Burger Grill, Pizza Hut proudly stands alongside the largest restaurant group worldwide. Together, we strive for culinary excellence and unmatched dining experiences, whether in our restaurants or at home.

Job Purpose

As a Marketing Retention Coordinator at Pizza Hut UK, Ireland and France, you will play a crucial role creating personalized customer experiences and driving loyalty through effective CRM strategies. In this role, you will execute customer retention initiatives, including managing loyalty program updates and planning multi-channel CRM communications such as email, SMS, and push notifications. You will work closely with the Retention Manager to optimize CRM performance and maximize revenue, while ensuring every customer interaction feels tailored and engaging. This is a dynamic role for someone eager to work at pace to deliver exceptional, data-driven marketing experiences that foster long-term customer loyalty.

The Marketing Retention Coordinator will work closely with the wider Marketing team and cross-functional teams to enable the retention strategy, acting as a key player in driving customer loyalty and brand advocacy. The ideal candidate will have a strong sense of ownership, urgency, and accountability, coupled with a passion for continuous improvement and delivering exceptional customer experiences.

Key Responsibilities

Develop and Execute CRM Campaigns: Create, build, and execute personalized customer marketing experiences across email, SMS, and push notifications to drive engagement and retention. Campaign Planning & Agency Coordination: Assist the Retention Manager in planning CRM communications, and collaborate with external agencies to brief on content, messaging, and campaign schedules to ensure timely and effective delivery. Support Local Store Marketing: Partner with franchisees to optimize local store marketing efforts across email, SMS, and push notifications, tailoring strategies to improve customer engagement and retention at a local level. Ensure Consistency Across Digital Channels: Work closely with the wider marketing team to integrate trade and brand marketing activities, ensuring a seamless and consistent customer experience across all digital touchpoints. Vendor & Agency Collaboration: Liaise with CRM and loyalty agencies and vendors, ensuring successful delivery of initiatives and continuous improvement of customer retention strategies. Monitor & Analyze CRM Performance: Leverage data analytics and key performance indicators (KPIs) to track, evaluate, and optimize the effectiveness of CRM activities, making data-driven recommendations for improvement. Cross-functional Collaboration: Collaborate with internal teams to share best practices and insights, driving innovation and continuous improvement in the customer journey and retention strategies.

Requirements

A strong willingness to learn!   Basic awareness of CRM platforms and campaign management tools would be advantageous, Emarsys preferred. Strong written and verbal communication skill, with interest in analysing and interpreting data for customer   Ability to respond quickly to changes and work at pace in a fast-paced, ambiguous environment.  Understanding of content management systems  Exceptional attention to detail and organizational skills, especially in campaign execution and reporting. Creative and innovative thinker with an eye for design.  Strong ability to prioritize multiple tasks and stakeholders at once, meet deadlines and work collaboratively with different teams.

Preferred Qualifications

1-3 years of experience in CRM, email marketing, or customer retention roles, ideally within a fast-paced environment. Franchise experience and/or QSR experience either in a marketing function or another relevant role is preferred. Proficient in Office 365 package and remote-working technology e.g., Zoom, Microsoft Teams etc. 

Working Relationships

Line manager: Head of Digital & Customer Loyalty Retention Manager and the wider Marketing & Brand Team Wider Restaurant Support Centre Functions, including Pizza Hut Franchise Partners and Above Restaurant Leaders 

Work Environment

This role is based out of our Restaurant Support Centre in Central London, a minimum of 2 days per week in the RSC is required. As Pizza Hut is a franchise business, you may be required to attend franchisee offices, and other locations from time to time. There will be events throughout the year that will take place in London including (but not limited to) RSC days, Functional team meetings / 121s and supporting with market visits.