Interim Ecommerce & CRM Director

Bournemouth, Dorset
c£750-1200 per day
01 Sep 2017
29 Sep 2017
Experience Level
Contract Type
Full Time

The organisation

A dynamic and growing luxury consumer business based near the South Coast is looking for an Interim Ecommerce and CRM Director to join their team on a 6 month basis.

The Role

The role is responsible for the development and delivery of the business’ customer experience objectives, strategy and plans, with specific accountability for driving E-Commerce/website, telephone sales, CRM including Customer Services (B2C & B2B), and Insights.

As a board level role, we are looking for a senior leader with a wealth of experience with leading a large team and influencing stakeholders to C-level.

Responsibilities will include:

  • Overall responsibility for the company’s website, customer service team, CRM & insights programmes and all associated KPIs
  • Deliver sustainable and profitable direct sales growth through the web and phone channels whilst supporting sales growth across all channels.
  • Transform the customer service model to be truly global, 24/7 and seamlessly omni-channel (including delivering and developing LiveChat)
  • Develop and drive the global customer service strategy
  • Deliver and measure a comprehensive CRM programme
  • Deliver a comprehensive and actionable insights programme
  • Develop and drive the global B2C website strategy, including PPC & SEO, UX, testing, analytics, experience, functionality and platform development
  • Budget management and control to maximise ROI
  • Extensive cross functional working

The candidate

  • Extensive experience of Global Ecommerce in progressively senior positions within dynamic/fast-paced organisations ideally from the Luxury/Retail sectors
  • Relevant commercial and marketing experience
  • Proven experience at delivering results within a complex cross functional and multichannel environment
  • Proven experience of delivering business transformation
  • Excellent leadership with a great track record for effectively, managing and developing teams
  • Commercial and inquiring thinking style
  • Team player with strong influencing skills, willingness to challenge while building strong cross functionally relationships
  • Clear ability to move quickly between tactical, hands-on improvement and longer term strategic activities
  • Commercial, collaborative and engaging
  • An innovator, ready to lead change
  • Strong financial awareness (CAPEX/OPEX)
  • Passionate about customers, digital and data

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