Head of CRM

A new, Head of CRM position for one of the UK's biggest retail brands. After a recent re-structure within their marketing team, my client is seeking a senior CRM expert to help develop and deliver their CRM and Loyalty strategy.

As the Head of CRM, some of your accountabilities will be:

• Lead the development of a customer centric, data driven and creative CRM strategy to deepen customer engagement and drive long term customer life time value.
• Improve the acquisition and retention strategy th personalised across all channels- direct mail, email, SMS, at till etc.
• Work with Customer team to deliver transparent tracking and reporting to demonstrate where budgets are being spent, how customers are responding behaviourally and attitudinally, and the financial performance of all CRM campaigns
• Drive the CRM development roadmap:-
  1. introducing new CRM channels for interacting and engaging with customers
  2. new CRM tools to drive automation, scale and immediacy
  3. customer preference centres and how customer data is used in CRM
• Line manage up to 9 colleagues, with team responsibility for 13

Skills and experience required:

• CRM experience, preferably in a large organisation with a large customer and product base.
• Technical knowledge of CRM and analytical systems
• Team management and leadership skills
• Cross functional working, collaboration and influencing
• Technical knowledge and experience of CRM
• Customer centric and commercially astute
• Financial awareness and strong data / numerical capabilities
• Project management and change management skills