Head of CRM

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.

HEAD OF CRM RESPONSIBILITIES

• 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

HEAD OF CRM EXPERIENCE

• 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