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Head of CRM
Our client is Automotive retail group with an ambitious growth plan. They pride themselves on delivering exceptional customer service and providing a seamless car buying experience for both new and used vehicles. With a strong emphasis on innovation and scalability, They are evolving to meet the changing needs of the market.
As the Head of CRM with our client, you will be at the forefront of driving owned growth in both our new and used car retail segments through best-in-class, multi-stageB2C/D2C and B2B marketing campaigns. You’ll be a key member of the marketing leadership team, working collaboratively with the other disciplines, especially acquisition. You’ll also work closely with different teams across the business to build prospect lifecycle nurture campaigns aligned to our customer journeys to improve engagement, interest and sales from CRM.
Key Responsibilities
- Develop, articulate and execute a CRM strategy to nurture prospects, increasing conversion rates for new acquisition and retention.
- Manage the CRM team which is currently one other person but could grow under your direction, fostering a culture of collaboration, innovation, and excellence.
- Collaborate with different teams on ideation, content, asset requirements and the successfully launch of campaigns.
- Analysis and reporting of all CRM activities, with a focus on targets that ladder up to the business goals.
- Understand the value of increasing LCV and develop a strategy to support this growth.
- Own and manage all CRM channels, activating and creating the right campaign plans to target audiences.
- Work alongside business stakeholders to support our omnichannel customer experience (internally and externally).
- Leverage CRM tools and data analytics to identify customer insights and enhance the customer journey.
- Stay abreast of industry trends and best practices, continuously seeking opportunities for innovation and improvement.
- Ideal, but not a must is experience with CDPs such as Segment and CRM platforms such as Mailjet and Mautic.
Skills & Expertise
- Proven experience in CRM channel leadership with a track record of driving growth.
- Demonstrated expertise in lifetime customer value, prospect nurturing and lead gen, along with eCommerce sales generation through CRM activities.
- Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.
- Exceptional problem-solving abilities, with a keen eye for detail and a desire to always improve what could already be great!
- Proficient in articulating requirements, especially technical or digital to enhance CRM.
- A growth mindset and a passion for innovation means you’re an ideas generator.
- Excellent communication and interpersonal skills, with the ability to build strong relationships both internally and externally.
Benefits
- Departmental incentives
- Works social events
- 2 years’ service- an additional day annual leave and £100 meal
- 5 years’ service- 2 additional days annual leave and access to private health care
- 10 years’ service- 3 additional days annual leave and a voucher
- Employee of the quarter scheme
- Refer a friend scheme.
- Time for you- the opportunity to earn up to 4 early finishes/late starts per year.
- Internal development and progression opportunities
- Senior account manager status
- Eye care vouchers
- Access to BEN the employee wellbeing support service
