Steady, Group-Wide Retention at Scale
Supporting a Multi-Venue Group Through Ongoing Retention.
Caprice Holdings operates a diverse portfolio of high-profile restaurants, each with its own rhythm, audience, and trading patterns. Through a long-term collaboration with agency partner Vouch, we were brought in to take ownership of CRM and retention across the group, supporting brand and marketing managers responsible for keeping multiple venues visible, booked, and performing. Our role was to act as an extension of the internal team, handling the day-to-day reality of CRM so individual brand managers could focus on the restaurants themselves, while leadership had confidence that retention was being managed properly.
BAU Campaigns, Targeted Initiatives, and Cross-Channel Insight
We plan and deliver business-as-usual campaigns across a wide range of Caprice Holdings brands, shaping regular communication around menus, events, seasonal moments, and what’s happening across each restaurant. Alongside this, we build targeted initiatives for lapsed and top guests, helping encourage repeat visits during both peak trading periods and traditionally quieter seasons. Working closely with the Caprice team and Vouch, we help set quarterly retention plans and turn them into executable campaigns, handling strategy, copywriting, design assembly, implementation, and scheduling. We also manage segmentation, reporting, and CRM integrations, acting as the bridge between the team and the technology that supports booking and guest data. Beyond email, we collaborate with paid social teams to share insight across channels, ensuring learnings from retention inform acquisition and vice versa. The result is a steady flow of bookings, clearer visibility across the group, and a retention system that supports the business quietly and consistently over time.
