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Head of CRM and Customer Engagement

Home & Retail
Reading

Permanent, £55k - £70k

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An exciting opportunity to join the team as a Head of CRM and Customer Engagement for a well-established, B2C pureplay gardening retailer has arisen. Adopting a customer first CRM approach, you will effectively tend, feed and cultivate the customer relationship, ensuring customers are so well understood and delighted that they return time and time again, telling others about their experience too.

Key responsibilities include:

  • Set out the CRM/retention strategy and support with relevant marketing campaigns (email, social and direct marketing)
  • Work with your Email Marketing Executive to activate engaging seasonal, promotional, automated and trigger campaigns
  • Ownership of the marketing and promotions calendar - ensuring successful and timely rollout across web, email, direct mail, SMS and social
  • Scope, design, deliver and manage a commercially viable, data driven loyalty programme to boost repeat purchases and optimise/reduce CPA
  • Provide reports and analysis of customer segmentation and total customer landscape
  • Feed acquisition & retention sales activity into annual budget planning
  • Own and report on customer reviews
  • Champion a deep understanding of the customer journey, engagement and purchase experience, sharing your knowledge with the rest of the business to deliver loyalty and revenue growth

 

 

 

Posted on 2nd April 2019

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