Head of CRM

**About the Role**

**Base Location**: Flexible Great Britain & Ireland | We're proud to offer a Flexible First approach to work, and this role is no exception. We will, however need your base 'home' location to be one of our SSE offices around Great Britain and Ireland.

**Salary**: Competitive + car / allowance + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**: Permanent | Full Time | Hybrid Work Pattern (at least 2 days per week from an SSE office)

**What is the Role?**

Our Head of Customer Relationship Management and Operational Marketing will be responsible for creating and executing the lifecycle engagement strategy to SSE Energy Customer Solutions’ 1.2m customers across Great Britain and Ireland ensuring regulatory compliance amongst the team across all touchpoints. In this role you will:

- build and lead a high-performing team, providing coaching, mentorship, and ongoing training to ensure team members are equipped with the necessary skills to excel in their roles and drive EBIT value
- analyse the customer base to identify customer segments to understand in-life behaviour and design appropriate activity to drive positive engagement.
- take responsibility for CRM and customer marketing campaigns that result in driving base engagement, renewal, product upsell and general engagement across all life stages of the customers from pre-purchase to retention and winback.
- manage team planning and reporting processes including annual budget planning (for both CRM and Marketing Operations), campaign performance reporting, consumer insights from owned datasets, and forecasting for customer losses and renewals.
- lead the management and evolution of effective, automated CRM, Rewards and related technical platforms for B2C and B2B customer bases in GB and Ireland. Ensure that it is well-integrated with other business systems and that customer data is accurate, secure, and accessible to relevant teams.

**What do I need?**

To be considered for this role, we would love you to have:

- demonstrable experience operating at a senior level, in a CRM / customer engagement or related role
- strong leadership skills to build and lead a high-performing team, with the ability to interact at senior management level
- proficiency in gathering and analysing customer datasets to identify behavioural trends and decision-making patterns
- knowledge of utility industries and the competitive environment in which we operate, and effective customer communication strategies
- the ability to lead the management and evolution of automated CRM systems for B2C and B2B customer bases, ensuring data accuracy, security, and integration with other business systems

**About our Business**

SSE is a multinational energy company listed on the FTSE 100, with a vision “**to be a leading energy company in a net zero world**”. We’re investing in £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading.

In Great Britain we operate under the brand **SSE Energy Solutions** providing energy and related energy solutions (EV, Solar, Smart, Heating & Cooling etc) to businesses of all sizes and public sector organisations across Great Britain.

In Ireland - we operate under the brand **SSE Airtricity** providing energy and related energy solutions (Solar, EV etc) to homes, businesses including public sector organisations across the island of Ireland.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

**Help us power change.**

**What’s in it for you?**

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing (available GB only - should we state that?) and much more, view our full benefits package on our careers site.

**Next Steps**

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process.

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