Head of CRM Communications Strategy

3 weeks ago

Leeds, United Kingdom William Hill Full time

**Are we who you play with next?**
- This role is central to the CRM team’s ambition to leverage best in class thinking and delivery, becoming a centre of excellence within the business, driving value both for customers and the organisation through automated communications that bring the brand to life in a way that is personalised to customers’ preferences, lifestages and the actions that we want them to take.

**A bit about us**
- At William Hill, we’re on a mission to enhance our customers’ entertainment experiences and in CRM that means revolutionising the way that we use data and technology to amp up those experiences, one customer at a time. Although our team is well established and efficient, we have new mandate to do things differently, shaking up strategy and content within our own channels and becoming a key player in a marketing team that’s striving to create truly joined-up customer experiences.

**The role**
- This is an opportunity to join and lead the team at a pivotal point in its development, and be part of the change that we are seeking to create. You’ll report directly to our Customer Retention Director as part of a three-person CRM leadership team. You’ll develop CRM communications strategy as a discipline in the business, initially recruit and lead a Senior Strategy Manager and develop your discipline as demand grows. You’ll collaborate with our Campaign Management, Personalisation & Innovation and Data & Delivery functions to institute new and rigorous briefing processes and planning cycles to ensure that our customers and their safety are placed at the heart of all of our thinking, and you’ll be central to the delivery of an entirely new suite of customer journeys designed to take us to the next level of success.

**Why we need you**

On an ongoing basis you’ll:

- Collaborate within CRM and across the business to drive the development of a new customer contact strategy that is best in class within and outwith our direct competitive set.
- Work to optimise activity on an ongoing basis. This will require a strong knowledge of CRM principles, an ability to identify and act upon key customer insights and a fluency with data.
- Ensure that the needs of each lifestage are met within the guardrails of a scalable approach to communications: building long term scalable approaches with our product teams to the organisation and weaponization of our data.
- Manage the process by which strategies are translated into detailed yet clear and unambiguous campaign plans for delivery teams to manage through targeting, data selection and creative.
- Champion simplicity, being able to tell compelling stories based on complex and sometimes incomplete data. Putting the customer and their experience at the heart of everything we do.

**Who we're looking for**
- You’ll need a diverse range of skills and an ability to manage competing priorities. You’ll need to be comfortable with ambiguity and change as we challenge the business around us to think and act differently. You’ll be a diplomat, but able to focus on a clear trajectory of change and work towards outcomes that accelerate that change. Key to this role is the ability to be comfortable with and manage a team through significant change, supporting them and coaching them as required, identifying and filling skills gaps.
- Experience working in gaming, gambling and sport is beneficial but not essential, but you do need to bring us evidence of your achievements using your forensic understanding of customer behaviour

**Skills and experience**
- You have extensive experience in CRM related, creative development environments.
- You're an established people leader with the skills to manage and motivate teams
- You've succeeded in complex matrix managed environments with a proven ability to manage stakeholders.
- You're analytical and comfortable using data to make better decisions.
- You have the ability to implement sophisticated customer segmentation and multi-touch campaign strategy.
- You can manage a range of media channels and CRM programmes that provide a best in class customer experience and drive improved commercial performance.
- You're a confident user of CRM systems & processes, Adobe to deploy campaigns, and ideally Moveable Ink technology or similar
- You are familiar with customer journeys an how to drive success through forensic understanding of customer behaviour
- You possess an understanding of GDPR and the ability to navigate other regulatory requirements.

**What we offer**
- We’ll welcome you on-board with 25 days holiday (not to mention 8 bank holidays and an extra day for your birthday), a rewarding bonus scheme, car allowance, healthcare (or a cash alternative), and an attractive pension scheme. If you're based in London our handsomely discounted Zone 1-6 Oyster card will save you money getting to work and getting around town. And if you see the journey to work as part of your fitness regime, you’ll just l

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