Head of CRM
You will define and roll out the automation of work and processes for CRM to become a more scalable department, sending out relevant content via the most efficient channel (email/app-push/SMS etc) to the right subscribers. Using a creative approach to secure and manage target audiences whilst delivering outstanding campaigns, and working with key stakeholders, the Head of CRM ensures a stream of high-quality leads through online and email marketing, to drive acquisitions, increase conversion, improve retention and is the driving force in optimising lifetime value for our client's customers. The focus of this role is to help maximise engagement, propel incremental sales and retain their existing customers through CRM driven initiatives.
Your passion for data and analytics will be critical for this role to ensure initiatives are continually improved and deliver a strong ROI. Applying your strong understanding of customer flows, direct mail and email experience and digital knowledge. Job Description Develop and execute plans aligned to strategy and business requirements, and aligned contact programs driven through customer insights, segmentation, analytics and purchase behaviour across Customer Journey, Customer Lifecycle Promotional programs Day to day management of digital retention marketing campaigns within budget, efficiently and achieving set KPI's Gather information to better understand customer segments, issues, problems, and opportunities Analysing of customer data, generating customer insights and translating it into successful customer programs with segmented propositions Recommend the most effective course of action after evaluating options against decision criteria Development and management of CRM suppliers (e.
g. CRM infrastructure & tooling, CRM consultancy, campaign support, data analysis, etc.) Develop, test and track performance of eDM and SMS content executions to drive improved engagement metrics Continuously review, analyse and share customer insights with the business to drive an increasing ROI on activity Lead change and continuous improvement programs across the customer database, integrations and tools, retargeting Develop a strategic cross-channel communications plan working with business leads and content curators to provide each customer segment with a rich and relevant experience for each touch point Continuously track new CRM initiatives or technologies in the market and adopt where relevant.
The Successful Applicant 6 years CRM work experience Development of customer journey strategies and aligned communications program Experience in implementing campaigns across the digital space retention, website optimisation, communications and brand A proven track record of successfully delivering marketing automation project The ability to translate data and insights into powerful, compelling stories that inspire action Analytics and segmentation to drive increased customer understanding and continuous growth in ROI Strong te....