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Job description

Head of CRM

Head of CRM

North West (with hybrid working)

A highly desirable consumer brand enjoying significant growth is looking for a new Head of CRM to drive their sophisticated CRM programme and feed into the overall Marketing strategy. With an established capable team in place, you will be a great motivator and mentor to provide ongoing support and development. The company has ambitious plans and has pinned their sights on being the No 1 brand in their space - this new Head of CRM will play a key part in achieving that goal.

Key responsibilities:

  • Own and manage the development and deployment of the overall CRM strategy, through the CRM platform.
  • Champion innovation and “test & learn” within the team to ensure ongoing optimisation of all campaigns and work closely with the other teams to ensure all customer journeys are also optimised.
  • Full ownership of the CRM budget from planning, execution through to ongoing forecasting.
  • Own the relationship with the Salesforce platform ensuring that all contractual obligations are fulfilled and taking advantage of any new capabilities as and when they are released.
  • Work with other key stakeholders around the business to ensure the right processes exist around the customer data.
  • Work with the Analysts to continually evolve audience segmentation modelling and campaign performance reporting.
  • Define measurable KPIs and regularly review campaigns against strategic objectives.
  • Develop and take full ownership of in-life marketing contact journeys for multi-channel retention, growth and re-activation lifecycle campaigns.
  • Keep up to date with new technologies including AI and propose recommendations for further enhancements to the CRM activity.
  • Help to shape the role of design in order to ensure consistency across all customer touchpoints.

Essential Experience:

  • Experience in using complex multi-channel marketing solutions with practical working knowledge of segmentation & targeting, dynamic publishing, building journeys, automation, sequencing and a/b testing.
  • Line management, leadership and personal development responsibility for a team of CRM Specialists
  • You are very analytical and have significant experience in data planning. An extensive track record in database marketing, profiling and segmentation. Ability to articulate and translate data and reporting requirements across multiple systems and familiarity with targeting platforms and data visualisation tools.
  • Experience of implementing CRM automation platforms e.g. Salesforce/Adobe etc.
  • Experience developing and deploying sophisticated CRM and Loyalty Strategies
  • Excellent stakeholder management
  • Experience of working with 3rd party agencies, e.g. design / print etc
  • Excellent numerical and analytical skills
  • Strong presentation skills

Forward Role is working on a retained basis with this company.

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.

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