CRM & Digital Content Manager

75B, Verde, 10 Bressenden Pl

Westminster

London

SW1E 5DH

Hello, we’re Pret

Proud makers of freshly made food, organic coffee and big ideas. Across 750+ shops and 20+ countries, our teams are shaping the future of Pret through innovation, inclusion, great customer service and a shared passion for doing the right thing. We’re growing fast on our mission to be the hospitality employer of choice everywhere we operate – so it’s an exciting time to hop on board.

Growing good things

Pret is where passionate, hardworking, wonderful people (like you!) find what they need to shine. Growth is at the heart of everything we do – from supporting our people to grow in confidence and skills to pursue their unique paths, to figuring out how to make our food and coffee even more delicious and accessible.

What we’re looking for

We’re looking for passionate team players to bring joy to our customers every day. As our CRM & Digital Content Manager, you’ll shape how millions of customers hear from us and experience Pret beyond the shop. That covers email, push notifications, SMS, our app and our website. You’ll own the customer journeys that turn a first visit into a habit: welcome, loyalty, win-back, and everything in between. You’ll make sure every message feels personal, timely and unmistakably Pret. This is a hands-on role with real reach. You’ll work alongside Product, Design, Marketing and our marketing technology teams to grow our CRM capability. You’ll also help us deliver on a big ambition, building our digital customer base and making digital a growing share of how customers order and engage with Pret. If you like seeing your work turn straight into measurable results, this is for you.

Key responsibilities

• Own all UK customer communications across email, push, SMS and in-app, including retention and loyalty journeys.

• Build, test and improve automated customer journeys in our customer engagement platform (Braze), getting more out of its personalisation and automation features over time.

• Work with our analytics team to define our core customer segments and decide how we personalise for each one.

• Manage content across our app and website: brief and update digital assets, keep the content management system up to date, and make sure the whole experience feels joined up for customers.

• Track how each channel is performing, pull out the key insights, and recommend improvements to stakeholders every week and every month.

• Work with Design, Product and Marketing so that customers get clear, consistent messages on every channel.

• Support Pret’s international markets with CRM and customer data: share best practice, journey templates and insight, and help other markets get more from our shared platforms.

Experience and Skills required

Essential

• Experience in a CRM, lifecycle or retention marketing role at a consumer business, for example in retail, hospitality, ecommerce or subscriptions.

• Hands-on experience building and running automated and complex journeys and campaigns in a customer engagement platform such as Braze, or similar.

• A track record of improving customer retention or engagement, with results you can point to.

• Confidence working with data. You can read performance in Excel and web analytics tools such as Google Analytics and turn it into clear recommendations.

• Strong written communication, and the ability to brief creative and content teams clearly.

• A curious, test-and-learn mindset, with the customer at the centre of your decisions.

Nice to have

• Advanced Braze skills, such as Liquid personalisation, Connected Content or Canvas logic.

• Experience with loyalty engines or customer data platforms

• An understanding of SEO, and of optimising content to show up in AI search results.

• Experience in a busy, high-volume business where online and in-store experiences need to connect.

Life at Pret

In the office

Our offices are where teams come together to collaborate, connect and bring great ideas to life. Wherever you're based, you'll find:

• Individual ways to grow: fully funded professional qualifications, leadership development and informal and formal mentoring
• Diversity & belonging: Everyone’s welcome at Pret – you’ll be valued for who you are and supported to feel confident in yourself and your skills
• Pace & variety: Build a diverse skillset, meet some new people and learn (a LOT)
• Community & purpose: We work together to creative positive change through the Pret Foundation

Our values

• Be kind, honest and generous: bring genuine warmth and your authentic self to work every day
• Bring your passion: share our passion for food and exceptional customer service
• Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special

The perks

• A Gold Card! That means when you’re in the office, your food and drinks are on us. And when you’re not, you get 5 free drinks a day and 50% off everything else
• 33-38 days of annual leave (increasing with service)
• Free private medical aid cover – with the option to add a loved one
• 4-5% pension contribution (increasing with service)
• Life assurance at 3x your annual salary
• Loyalty awards to celebrate every 5 years you’re with us
• And more – think: a flexible benefits platform, season ticket loans, a healthcare cash plan, mortgage services, financial wellbeing provisions, option to take a sabbatical after 3 years and opportunities to support our incredible charity, the Pret Foundation.

The Pret interview journey

Step one: apply! Please don’t overly rely on the use of AI, we want to get to know you, not a robot.

Then, if we move forward with your application, we’ll start the process with a 30-minute chat, so we can better understand your experience and skills. The next stage is to pop into our Head Office, where you’ll have a one-hour interview with the hiring team.

Those are the basics, but depending on the role, we might ask you to complete a task, spend time in our shops or meet someone else in the team.

Throughout it all, you are entitled to reasonable adjustments if you have a disability. If this is the case, please let us know how we can help make the process more accessible for you.