Loyalty, CRM & Insights Manager

this is itsu

We are the leading Asian-inspired quick-service retail and grocery brand with over 80 restaurants across the UK, Belgium, and a growing wholesale business across Europe and beyond. Our renowned delicious food made fresh in every restaurant, every day, has made itsu a top choice for healthy eating.

In addition to our restaurants, itsu [grocery] offers a range of high-quality Asian-inspired foods available online and in supermarkets. We are excited to be one of the leading brands in this specific group and have ambitious plans for continued growth both domestically and globally.

With its best-in-class-food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

this is the job

At itsu, we believe loyalty isn't built through points alone. It's built through great experiences, meaningful customer relationships and understanding what makes people choose us again and again.

This role sits at the heart of that ambition.

You'll own our loyalty and CRM strategy, helping us grow our loyal customer base, increase visit frequency and create personalised experiences that keep customers coming back. From developing the long-term strategy to delivering the day-to-day CRM programme, you'll ensure every campaign, journey and communication is purposeful, insight-led and delivers measurable results.

This role goes beyond CRM. You'll become the voice of our customer, owning loyalty and customer insight across the business. Working with our insight partners, you'll uncover what our loyal and non-loyal customers think, understand how we're performing against the competition and identify opportunities to strengthen our products, proposition and marketing.

You'll share these insights widely, helping shape business decisions and future strategy.

Just as importantly, you'll champion a consistent, high-quality customer experience across every CRM touchpoint, ensuring our communications reflect the itsu brand and align with the wider marketing calendar. You'll combine strategic thinking with hands-on delivery, collaborate closely across the marketing team and always be looking for the next opportunity to improve.

It's a role with real ownership, influence across the business and the opportunity to shape how itsu builds lasting relationships with millions of customers.

core responsibilities

this is you

perks & benefits