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Head of CRM

Home & Retail

Permanent, £90k - £100k

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We're working with a major retailer, one that has experienced an incredible few years in terms of growth and presence with plenty more to come. In fact you'll be hard-pushed to think of a retail brand that have delivered better in terms of product range, value and a thoroughly joined-up, multichannel retail experience. Digital marketing has clearly played a strong part in the continuing success of online traffic and attracting customers but it's the CRM channels which now need to be stepped up a gear. As the Head of CRM you will evolve the strategy and enable the brand to develop deeper customer relationships, improving engagement by delivering more sophisticated messaging and a tailored approach across multiple customer touchpoints

headline responsibilities...

CRM strategy: Determine how to fully utilise data to drive activity and grow the omnichannel audience. Develop a sophisticated messaging plan for email and more (automation, trigger, transaction process, remarketing journeys, content, personalisation) 

Technology & Data: Scratch beyond the surface of the CRM software (Salesforce, Tealium) to ensure all relevant capabilities are being applied effectively. Build robust processes to collect data and communicate at scale in a relevant way which will bolster the audience communications and lifecycle journeys from all valuable customer interactions.

Team management: Keep close to the day-to-day activity of the CRM team to identify what can be improved, paused, flagged for future opportunities. Build relationships with wider teams (ecommerce, brand, digital marketing, customer) to align objectives online and instore.

This is really just the tip of the iceberg - there's inevitably going to be quick wins but it's the evolution of the CRM strategy, the long range opportunity which will ultimately make this such an interesting senior position.

Submit your CV to find out more.

Hybrid working applies 

Posted on 4th November 2022

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