Digital Marketing Projects
End-to-End Hotel CRM Strategy & Automation
Firmdale Hotels
We led the end‑to‑end CRM strategy to drive measurable growth in guest engagement, data quality, and automated communications, consistently driving conversions.
System Integration: Identified and implemented a new CRM platform, integrating it with the hotel’s digital ecosystem (website, booking engine, PMS, restaurant/spa booking, voucher platforms, WiFi). This established a single source of truth for customer profiles.
Segmentation & Automation: Developed a comprehensive segmentation strategy for targeted, behaviour‑led, and highly personalised email campaigns. Built a suite of automated customer lifecycle journeys to ensure dynamic, always‑on communications, eliminating time-consuming manual email build processes.
Optimisation: Owned ongoing post-launch performance analysis, providing strategic recommendations to unlock new opportunities for continued engagement and revenue.
Results (Achieved in 6 Months):
+37% Database Growth
+20% Email Open Rates
+66% Click Rates
Efficiency Gains: Reduced marketing team workload by up to 8 hours per person/week
Restaurant Loyalty Program Development & Launch
Scarpetta
We developed the 'Goodfella Loyalty Club' for Scarpetta Pasta restaurant group to encourage repeat visits and drive incremental spend. Working closely with key stakeholders, we designed a multi-tiered rewards system that unlocked attractive perks like 2-for-1 mains and free sides based on customer spend.
To achieve this, we sourced and implemented a loyalty platform that met specific technical requirements:
Core Tech: Points-based system and QR code scanning.
Integrations: Full connection with existing EPOS and CRM systems.
Accessibility: Web portal access, app-based access, and mobile wallet QR codes. Branding: Flexible styling for seamless brand theming.
We executed a targeted marketing launch strategy to maximise initial sign-ups. Advanced tracking was set up pre-launch to accurately monitor performance, engagement, and overall ROI.
Key Achievements:
High Engagement: Secured 100+ app downloads on day one of the launch
Increased Retention: Drove 27% more repeat visits from loyalty members
Revenue Growth: Generated an additional £6k in spend per month from loyalty club members.