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Head of CRM and Digital Channels

3 months ago

London, Greater London, United Kingdom Page Group Full time

Working together across brand, PR, communications, digital, content and data to create effective insight-driven strategies to increase brand awareness, drive membership growth, increase income generation and ensure great member and customer experiences atevery touchpoint.


Client Details


RCOT, the Royal College of Occupational Therapists have championed the profession and the people behind it for over 90 years; and today are thriving with over 35,000 members.


We're looking for a talented and experienced Head of CRM and Digital Channels to play a new and critical role in their transformation.

Working with the Director of Brand and Marketing, you'll create and deliver a strategy for CRM and digital that supportsinsight-driven delivery of their membership growth, profile raising and influencing targets.

You'll work collaboratively with colleagues to ensure their content, campaigns and communications are insight-led, tailored and integrated across multiple channels.


Description

  • Lead the development and execution of the CRM and digital strategies that will support organisational priorities, drawing on best practice, trends and emerging technologies.
  • Lead and promote a CRM and digital enabled transformation culture across the organisation, identifying and equipping team and colleagues with the skills and systems to maximise digital channels and use of data
  • Develop strategies to transform member service delivery through CRM and CMS platforms, increasing selfservice and automation to ensure great customer experience.
  • Work with the CRM Manager to broaden usage and upskill colleagues in use of the CRM, providing training opportunities and coaching as required.
  • Lead the development of the organisation's digital content strategy.
  • Manage the team and external partners to ensure delivery of our priorities, working to SLAs and meeting targets.
  • Work with the Head of Marketing Services to ensure a strong brand presence across all digital channels.
  • Ensure CRM, CMS and other digital policies and processes are in place and monitors for compliance, taking remedial steps as is necessary.
  • Create and manage CRM and digital budgets, providing management reports as required.

Profile
Extensive experience managing both CRM (ideally MS Dynamics) and digital channels in a data-driven organisation.

Exposure to the NGO/Charity/membership/professional body environment would be advantageous.

Experience in partner selection and managing third parties to agreed success measures and KPIs.

Experience of creating and implementing content strategy and a passion for creating and delivering engaging content.

Previously managed the full digital marketing mix, including SEO, PPC.

Proven ability to manage complex digital projects with multiple stakeholders from start to finish.

Ability to work as part of a team and to collaborate effectively to provide matrix leadership and thought leadership.


Proficient in using digital technologies to work collaboratively and productively in a hybrid working model, championing and promoting new ways of working.

A demonstrable passion for embedding environmental sustainability principles across all areas of work

Job Offer
Rewards and benefits are just one part of the reason RCOT is a great place to work. They offer significant benefits, including private healthcare, Christmas closure and an Employee Assistance Programme. In addition, they offer a hybrid working model whichoffers a blend of home and office-based working.