Head of CRM

2 months ago

West Malling, United Kingdom Watchfinder Full time

Reference Code: 98766**Head of CRM**:

- Watchfinder- West Malling, KEN, GB- PermanentSince Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

Watchfinder & Co. is the ultimate destination for buying and selling pre-owned luxury watches. We’re on an exciting mission to accelerate our global presence and help even more customers to find their perfect timepiece.

This role manages a small team focused on CRM and reports into the Chief Marketing Officer. Our broader Marketing department within which this role sits, consists of a core, multi-disciplined group of marketeers working closely with our in-house creative, media, content, and PR teams, all of whom will be invaluable partners in shaping our success.

The Head of CRM will be responsible for the planning, development, and implementation of our CRM strategy to ensure we deliver long term engagement with Watchfinder customers and meet short term sales and purchasing goals.

**How will you make an impact?**
- Provide strategic leadership and direction to the CRM team, creating and driving a vision that is aligned with wider global business strategy and goals.
- Using data and insight develop and own plans to ensure existing customer business goals are met and resources are appropriately allocated.
- Build strong, effective partnerships with internal stakeholders to ensure that all CRM activity is delivered successfully and complements wider business goals.
- Develop and iterate the activation of automated CRM ‘lifecycle’ workflows to maximise the opportunities to meet business objectives at key customer milestones.
- Implement a test and learn approach to innovation across all CRM activity, driving increased performance and informing future planning.
- Conduct ongoing analysis of CRM performance and deliver post-campaign evaluations to ensure insights are gathered and recommendations made for future optimisations.

**How will you experience success with us?**
- Proven experience in delivering CRM programmes & CRM activations for dynamic organisations, in fast-paced, complex, and global environments.
- Ability to establish, present and communicate a clear strategic direction which inspires wnership and accountability across the business.
- Ability to drive data-driven analysis and insights to improve campaign effectiveness and value to the business, including advanced analytics and methodologies to measure the impact of CRM campaigns.
- Someone who is organised, strategic thinker who can join the dots and see the commercial picture and excels at delivering activations, big and small.
- Demonstratable experience of GDPR, the safeguarding of PII data and how this applies to best practice CRM implementation.
- Excellent communicator and influencer, experienced in communicating across business functions, at all levels and across differing geographies.
- Excellent leader and trusted advisor with experience of developing senior business relationships and shaping and delivering CRM strategies.
- Experience in creating a high-performance culture through target setting, performance evaluation, and employee engagement.

**How do we keep you smiling?**

As a significant member of the Watchfinder community, you are also part of a much bigger family at Richemont. We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development. You will have the opportunity for your voice to be heard, drive change, and make a real impact from day one. This is a fast-growing company, going through an exciting period of change from a UK centric business to an international company. Giving you the opportunity to grow and gain further opportunities in the future.

**Your Interview Journey**

**2nd Stage** - Video / in-person interview with the Chief Marketing Officer

**3rd Stage** - Final stage with the Chief Marketing Officer, a member of the marketing team and a HR representative. This interview may include a task to present back to the panel.

**Our Values**

**Caring**
- Demonstrating empathy and respect for the people around us, the work we do and the business we are part of.

**Pioneering**
- Finding new and innovative ways to adapt and improve the ways we operate and the service(s) we provide.

**Outstanding**
- Ensuring that the very highest standards are delivered across every facet of our business - internally and externally. Bringing excellence in everything we do, every time.

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