Head of CRM

London, Greater London EC1V 3AG

Posted: 09/10/2018 Job Category: CRM Job Number: 100707

Main Roles and Responsibilities of the Head of CRM:

Be responsible for the delivery and optimisation of their international CRM strategy, ensuring customers are receiving the best possible experience whilst leveraging new technologies in order to increase loyalty and give the brand a competitive advantage.
Join forces with the business intelligence team to devise a strategy on how to effectively target specific consumer segments.
Successfully deliver very targeted and dynamic CRM campaigns across various platforms such as email, social media, and be able to show how your strategies have driven value for both customers and the business.
Create a single customer view to effectively target the customer through the right channel at the right time.  -   Establish all customer touch points confirming the right actions and communications are taking place at each stage.
Create, impement and manage the delivery of a customer centric, data driven and innovative CRM strategy to enhance customer engagement with Investoo brands and drive long term customer lifetime value.
You will take charge of the implementation of loyalty programmes with the main focal points being enrolment, promotion fulfillment, member benefits, program reporting, performance, and evaluation.
Liaise with external customer services team in order to drive consistent customer communication.
Collaborate with other departments in the business to gain an understanding of how CRM can add value and deliver on overall business targets.
Analyse and identify trends to share and recommend a course of action to the business on a weekly basis.
Stay updated on latest industry trends and best practice to continually improve the CRM programme.
Analyse and provide customer and campaign insights to refine ongoing outbound marketing communications
Full CRM budget, forecasting and P&L ownership
*Manage the ongoing relationship with CRM  / data vendors


At least 7 years’ experience in a similar role using enterprise-level CRM with experience in big data sources and analysis tools, and how such data can be deployed to benefit the business 
Ability to ' read' data analytics and adapt accordingly
    data driven, analytical and highly passionate 
-     Experience of creating and leading a CRM strategy themselves as well as implementing a CRM strategy
-     A marketing mind (looking for insight into CRM, consumer and market trends) 
-     Consumer approach (love and breath the customer) 
An excellent communicator and strong ability to engage with stakeholders - collabratative with a sense of gravitas and ' able to lead the room' and explain CRM strategy (and its benefits) in clear, concise language
Demonstrable track record of success 
Experience with businesses associated with a youthful target audience - ideally with a deep understanding and CRM experience within a fashion / lifestyle multi-channel retailer

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