Head of CRM

£45000 - £60000 per annum
03 Jun 2019
01 Jul 2019
Clare Humphreys
Experience Level
Contract Type
Full Time
This highly renowned global B2C brand is looking for a Head of CRM to drive transformation.

With an objective to increase customer value, move towards automated data-driven communications and meets key commercial KPI's across multiple brands/segments.

This data-driven role will be pivotal in the optimisation of their CRM capability, but also play a key role in transitioning to a new CRM ecosystem next year to deliver a new loyalty programme -very exciting!!


* Establish and manage the new CRM function across multiple regions
* Manage a team to effectively plan and deliver across multiple brands, segments, markets and languages
* Become obsessed with the performance using insight to exceed CRM targets
* Take accountability for results and drive action plans to mitigate performance gaps
* Align CRM function with actions from Brand Marketing, loyalty and ecommerce - to remove silos and focus on shared KPIs
* Be the champion in all CRM global groups and lead contact with Global CRM
* Own end-to-end CRM touchpoints from acquisition, through lifecycle and retention
* Develop and optimize data-driven CRM focusing on segmentation, personalization and automation
* Perform analysis (in collaboration with BI) to understand results, and performance
* Lead the optimization of existing CRM ecosystem with hands-on approach / lead by exampl
* Manage external agency resource to expand capabilities and language expertise


* Extensive experience in a CRM / Email marketing role.
* Experience of using Salesforce/Adobe campaign
* Ability to work across multiple projects and tight timeframes.
* Ability to study, analyse and interpret complex activities and information in order to improve new practices or develop new approaches
* Ability to be hands-on in delivering, setting-up and launching the new CRM ecosystem
* Excellent stakeholder management skills to lead deployment of new technology with robust governance
* Experience managing external agency resource
* Good relationship building skills
* Flexibility, adaptability, self-motivated, team player

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