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With a strong commitment to growth and innovation, we are looking for a talented Head of CRM & Loyalty to lead our clients customer relationship management strategy and drive the business to new heights. This is a big opportunity for someone to lead with impact, conviction and confidence whilst working for a high performing senior leadership team.
As the Head of CRM & Loyalty, you will be responsible for overseeing and managing the evolution of the CRM and Loyalty strategy across all channels. You will lead a large, dedicated team of professionals and work closely with various departments to enhance customer engagement, loyalty, and retention. This role offers a unique opportunity to make a significant impact on the business by leveraging data-driven insights and innovative CRM tactics.
Key Responsibilities in the position of Head of CRM & Loyalty include:
- Leadership & Team Management: Lead, mentor, and develop a team of CRM professionals, fostering a culture of collaboration and continuous improvement.
- CRM Strategy Development: Develop and implement comprehensive CRM strategies to improve customer acquisition, engagement, and retention across all channels.
- Data Analysis & Insights: Utilise data analytics to understand customer behaviours, preferences, and trends. Translate these insights into actionable plans to enhance customer experiences.
- Multi-Channel Coordination: Ensure seamless integration and consistency of CRM initiatives across online and offline channels, including email, SMS, social media, and in-store experiences.
- Customer Journey Optimisation: Identify opportunities to enhance the customer journey, improving satisfaction and driving long-term loyalty.
- Performance Monitoring: Set KPIs and metrics to measure the effectiveness of CRM campaigns and initiatives, providing regular performance reports to senior management.
- Collaboration & Stakeholder Engagement: Work closely with marketing, sales, IT, and other departments to align CRM strategies with overall business objectives.
To be considered for the position of Head of CRM & Loyalty you will offer the following:
- Proven experience in a senior CRM role, ideally within a multi-channel retail environment.
- Track record of driving innovation and transformation
- Exceptional communication and influencing skills
- Strong leadership and team management skills, with experience leading large teams.
- Demonstrated ability to develop and execute successful CRM strategies.
- Proficiency in CRM tools and platforms, data analytics, and customer segmentation.
- Excellent analytical, problem-solving, and communication skills.
- A customer-centric mindset with a deep understanding of customer journey mapping and lifecycle management.
What's in it for me?
* A competitive salary and benefits package.
* A dynamic and supportive work environment.
* Opportunities for professional growth and career advancement.
* The chance to work with a talented and passionate team in a thriving industry.
BBBH31220
