Head of Customer Platform

2 weeks ago

London, United Kingdom Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**
As Head of Customer Platform, you are responsible for leading the development, implementation, and optimization of the Customer Platform for the organization. This includes managing the platform's functionality, data integrity, user experience, and integration within the rest of our platform ecosystem.

The Head of Customer Platform works closely with product, marketing, regions, and operations teams to ensure the platform meets their needs for customer engagement, lead and lifecycle management, and data analysis. The role requires a strong understanding of CRM, CDP, identity, privacy, personalisation, decisioning and recommendations.

**Key Responsibilities**
- Manage the development, implementation, and operation of the Customer platform (including CRM & CPD) to meet the organization's needs for customer engagement, lead management, and data analysis.
- Oversee the configuration and customization of the platform to align with the organization's product, sales, marketing, and operations’ needs.
- Ensure the customer data model is implemented and ensure data availability through a combination of APIs, Events and Operational and Analytical views to enable data activation and personalisation and to create a full view of consumers, partners, and clients.
- Enable a high degree of automation for customer service and self-service.
- Ensure data integrity in the platform by establishing data governance policies, procedures, and standards.
- Develop and manage training and support materials for the platform users, including new hires and ongoing training for existing users.
- Manage the integration of the platform with other systems, such as marketing automation, data platform, APIs, and business intelligence tools.
- Monitor and report on the performance of the platform, including usage metrics, data quality, and user feedback.
- Ensure the platform is secure, reliable, and scalable.
- Stay up-to-date with industry trends and best practices related to CRM, CDP, personalisation, decisioning and recommendations.

**Knowledge, skills, and experience required**
- At least 5 years of experience managing CRM/Customer platforms, with a strong understanding of CRM strategy, customer data management, data driven marketing and personalisation.
- Proven experience in configuring and adopting CRM platforms, such as Salesforce, and integrations with other systems, such as marketing automation and e-commerce and digital products.
- Experience in implementing and monetising and driving engagement through CDP,

personalisation, decisioning and recommendations.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior stakeholders.
- Strong problem-solving and analytical skills, with the ability to identify and mitigate risks and issues related to the Customer platform.
- Familiarity with sales, marketing, and customer service processes and KPIs.
- Strong knowledge of data governance, data quality, and data management practices. Solid understanding of GDPR and how to implement privacy controls within a customer platform
- Certification in CRM platforms welcome
- Experience in a B2B or B2C environment with complex sales and marketing processes.
- Expe

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