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I'm looking for a Head of CRM to lead a team of CRM professionals that will enhance the value of this B2C exclusive member's programme.

This is an important role as you will help develop and deliver a relevant, personalised communications programme to encourage members to remain engaged.


  • Define, develop and operate a programme of highly engaging and personalised member communications that maximise future revenue
  • Leverage the most effective propositions for each member at each point in their lifecycle
  • Working closely with the Brand team to develop engaging communications
  • Own and develop key Customer Journeys (e.g., member on boarding, post breakdown) - definition, implementation, oversight, measurement, adjustment
  • Test and optimise targeted in-life engagement activity to support retention of high risk cohorts
  • Develop and optimise member trade-up activity, through all outbound and inbound channels
  • Lead the development of a fully optimised CRM 'system', leveraging the full capabilities
  • Ensure all communications meet with Brand, Legal and Compliance requirements
  • Providing clear direction, giving freedom for the team to operate within a framework


  • Experience of putting in place CRM infrastructure for a medium or large organisation
  • Understanding of implementation of integrated single-customer-view and Marketing Automation software
  • Experience of customer campaigns through different channels
  • Experience of influencing other teams / achieving results through others, and delivery through third parties
  • Experience of managing customer contact and relationship strategy and operations
  • Experience of procurement, agency management and budget control
  • Strong commercial understanding - able to prioritise both the team's effort and campaigns based on short- and longer-term value
  • Able to think strategically, but also to translate this into workable solutions that can be easily and effectively communicated.
  • Good initiative and follow-through skills - gets things done on time and in a well-organised fashion.
  • Able to manage quality delivery through others

Role is managed by:

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