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Head of CRM

4 months ago

Hertfordshire, United Kingdom Blue Pelican Full time

**Role**: Head of CRM - Acquisition CRM
**Working set up**: Hybrid working - typically in office 2-3 times a week
**Office location**: Hertfordshire
**Salary**: Up to £80,000 to £90,000 plus bonus and benefits

How would you go about building a CRM programme for a product that’s very much a considered purchase?

Like when someone drops hundreds of thousands of Pounds on a new build house. Or a new car which is going to drop in value immediately after it drives off the dealer forecourt?

How do you identify the moments of truth and opportunities to positively reinforce interest with the consumer? Thinking through and creating the journey from prospect to purchase.

Scrutinising the journey to identify marketing intervention opportunities where you can use marketing channels to reinforce engagement and hand hold the customer down the funnel. From enquire to on-site booking, consideration to purchase.

Getting into the weeds of what’s happening with telemarketing channels. What kind of objections they’re finding, and how you can create toolkits to support overcome these.

Then following acquisition, looking at the post purchase journey too - but that’s for phase 2.

Putting data at the heart of CRM strategy. To rethink moments of truth and triggers, automation, delivering personalised experiences, and put in the right checks and balances to measure channel performance. Ensuring optimum ROI is achieved per campaign.

The product you’ll be marketing is holiday homes, and the company you’ll be joining has a well-established heritage in this space with locations all around the UK.

The team you’ll be joining is newly formed following a re-organisation, and will include at least a couple of new hires in the form of CRM executives, who will handle daily operations and execution, as well as overseeing the telemarketing team.

So do you fancy the opportunity of building something, rather than stepping into old shoes?

**EXPERIENCE NEEDED**
- Experience in defining a roadmap and strategy for a consumer facing CRM programme for a product or service which would be deemed a considered purchase (e.g. house builders/home improvements, automotive, estate agency, etc.)
- Experience of working with a telemarketing team. Providing them with the marketing toolkit to be effective in converting leads to appointments, and bookings
- Good evidenced experience of the lead to acquisition side of CRM programmes
- Data centric mindset, with a great understanding of where and how to use data effectively in a CRM programme to decide strategy as well as in the operational implementation side too
- Good knowledge of how to define and implement the right checks and measures for performance. As well as how to define a test and learn strategy for customer journeys, campaign and channel optimisation.

**Want to Apply? Here’s how**:
Or, for a chat and more information please contact me on:
**Colin Doree**
Head of Recruitment, Data
Blue Pelican