Head of CRM

This highly renowned global B2C brand is looking for a Head of CRM to drive transformation.

With an objective to increase customer value, move towards automated data-driven communications and meets key commercial KPI's across multiple brands/segments.

This data-driven role will be pivotal in the optimisation of their CRM capability, but also play a key role in transitioning to a new CRM ecosystem next year to deliver a new loyalty programme -very exciting!!

HEAD OF CRM RESPONSIBILITIES

• Establish and manage the new CRM function across multiple regions
• Manage a team to effectively plan and deliver across multiple brands, segments, markets and languages
• Become obsessed with the performance using insight to exceed CRM targets
• Take accountability for results and drive action plans to mitigate performance gaps
• Align CRM function with actions from Brand Marketing, loyalty and ecommerce - to remove silos and focus on shared KPIs
• Be the champion in all CRM global groups and lead contact with Global CRM
• Own end-to-end CRM touchpoints from acquisition, through lifecycle and retention
• Develop and optimize data-driven CRM focusing on segmentation, personalization and automation
• Perform analysis (in collaboration with BI) to understand results, and performance
• Lead the optimization of existing CRM ecosystem with hands-on approach / lead by exampl
• Manage external agency resource to expand capabilities and language expertise

HEAD OF CRM EXPERIENCE

• Extensive experience in a CRM / Email marketing role.
• Experience of using Salesforce/Adobe campaign
• Ability to work across multiple projects and tight timeframes.
• Ability to study, analyse and interpret complex activities and information in order to improve new practices or develop new approaches
• Ability to be hands-on in delivering, setting-up and launching the new CRM ecosystem
• Excellent stakeholder management skills to lead deployment of new technology with robust governance
• Experience managing external agency resource
• Good relationship building skills
• Flexibility, adaptability, self-motivated, team player