Loyalty & CRM Manager for Social Eatertainment Group (O’Learys & Harrys)

We and our guests love to combine food and drinks together with sports and activities in a social setting - we call this eatertainment. Social Eatertainment Group has a large portfolio of strong eatertainment brands such as O’Learys, Harrys and Sing Sing Karaoke with over 140 venues around the World.

We are looking for a Loyalty & CRM Manager who has a creative and commercial mindset, loves eatertainment as much as we do and will set our strategy for and drive development within CRM and loyalty. This role is a unique opportunity for a passionate and results driven person to join our team and contribute to our growth journey.

Responsibilities and work tasks:

- Define Social Eatertainment Group’s strategy for driving guest loyalty through communication with guests throughout the guest journey including loyalty and CRM systems

- Develop Social Eatertainment Group’s loyalty programs and CRM-systems to increase guest frequency and loyal guests to our venues in the different concepts. This includes understand and define our future loyalty and CRM platform and systems based on commercial evaluation and business case that will include for example guest journeys, marketing automation (e-mail, SMS, push etc.), activities, promotions, guest recognition and membership tiers, integration with other systems.
- Drive implementation and results from selected loyalty and CRM systems, staying ahead of the eatertainment industry as well as overall restaurant industry. In this includes driving loyalty related to the activities we offer. It also includes identifying and building partnerships with potential external partners with similar target groups
- Analyze loyalty data and guest insights to enable data driven decisions across the organization. Drive Loyalty KPIs so that we continuously can improve our guest experience and loyalty.
- Coordinate and drive the communication with guests throughout the guest journey together with other key stakeholders and identify opportunities to drive guest satisfaction, growth, and other commercial values. This will involve working together with other teams and external partners.


This is a strategic role understanding the possibilities related to guest relationships and communication in an area that is constantly evolving, leveraging a creative and measurement driven mindset. The role is at the same time hands-on with a wide responsibility and includes both identifying opportunities and driving the implementation these. The role can include managing projects and being part of project teams related to digital marketing as well as other areas.

Desired experiences and skills:

- >3 years’ experience from a leadership role within loyalty and/or CRM in one or several chains preferably in restaurants, hotels, retail or equivalent that includes both digital interaction and physical visits. Preferably including leadership roles and both strategic and operational experience within this field.
- Master’s or Bachelor’s degree in economics, engineering or equivalent education and preferably experience from assessing the financial outcomes of different routes of actions.
- Strong commercial background for instance with experience from developing, creating, and implementing Loyalty Programs, concepts, communication platforms such as marketing automation platforms and drive value from these. Experience from communication and marketing automation for B2C via for example newsletters and other channels is also preferable.
- Curious and eager to learn more including an interest in following trends related to guest loyalty, CRM and commercial strategy.
- Strong analytical skills and business mindset - curious to find out more about through research and data analysis. Is eager to understand the financial implications of different options and focus on what creates the best results.
- Social - enjoys being in contact with many different people and companies. Strong communication and interpersonal skills with a team-oriented way of working.
- Structured - likes to keep things in order and has an eye for details!
- Creative as well as results and measurement driven - wants to make an impact!
- Ensure focused efforts - good at prioritizing and recognizes that resources need to be allocated to the efforts that have the highest returns.
- A hands-on, can-do attitude and an ability to simplify
- Fluency in Swedish and English required. Other languages are a plus.


About us

Social Eatertainment Group is on an exciting journey to become the number one eatertainment company in Europe combing food, drinks with sports and activities in a social setting. Today our largest brands are O’Learys, and Harrys and we currently have approximately 140 venues across the world in own operations and together with franchisees. We have an aggressive expansion plan, and our ambition is to have more than 400 venues in 2025!

Ready to be a part of our team and join our exciting journey?
The recruitment is ongoing so please upload your CV and answer the questions we have included as soon as possible but at the latest November 30th, 2021. Social Eatertainment Group’s Head office is located at Wenner-Gren center in Stockholm.