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Lead for Customer Relationship Management and Retention
2 months ago
About Heidi
Heidi is on a mission to revolutionize the ski holiday experience, having made a significant impact in the market since our inception in 2018. Our rapid growth has positioned us among the top contenders in the industry, as recognized by leading publications.
Born from a desire to enhance flexibility in winter sports travel, we assist skiers and mountain enthusiasts in uncovering both renowned and lesser-known resorts. Our innovative technology empowers customers to plan their trips in a manner that aligns with their preferences. As a vibrant and forward-thinking brand, we pride ourselves on our dynamic culture and commitment to transforming the traditional ski holiday landscape.
The Opportunity
We are seeking a strategic and analytical CRM & Retention Lead to spearhead our customer engagement and retention strategies. This pivotal role will oversee our CRM initiatives, marketing automation, and retention efforts.
Key Responsibilities
- Manage the CRM operations at Heidi, focusing on enhancing customer experiences and driving retention through tailored communications.
- Develop and implement a comprehensive retention strategy aimed at boosting customer loyalty and maximizing lifetime value.
- Analyze customer data to understand behaviors across key segments, crafting campaigns and automated communications that cater to specific needs.
- Design the customer journey from initial engagement to post-purchase interactions, utilizing feedback mechanisms to refine future communications.
- Collaborate with the sales team to establish marketing automation workflows and identify opportunities for improved customer engagement.
- Lead the selection and implementation of CRM technology solutions.
- Conduct cohort analyses to pinpoint opportunities for experimentation and growth based on customer profitability.
- Integrate internal data with external advertising platforms to create cohesive customer profiles for targeted marketing.
- Formulate a loyalty program that includes pricing incentives and other benefits tailored to various customer segments.
- Enhance our marketing opt-in strategy to expand our addressable audience while adhering to industry best practices.
- Work closely with the data team to maintain performance metrics and dashboards that align with overall business objectives.
- This role reports to the Head of Growth and requires a self-starter who can independently lead the function.
What You Bring
Essential Qualifications
- A strong background in data-driven marketing, with proficiency in analyzing complex data sets.
- Experience in lifecycle marketing and CRM best practices, preferably within a direct-to-consumer or e-commerce environment.
- A knack for identifying quick wins while adhering to analytical best practices.
- An experimental mindset, with the ability to design campaigns that test hypotheses.
Desirable Qualifications
- A proactive approach to staying updated on the latest CRM trends and eager to implement innovative strategies at Heidi.
- Comfortable navigating a fast-paced environment, demonstrating problem-solving skills amidst ambiguity.
- Aspirations for leadership and the opportunity to shape a high-performing team within one of the UK's fastest-growing companies.
- Exceptional written and verbal communication skills.
Why Join Us?
- Competitive salary ranging from £45k to £70k, depending on experience.
- Generous annual leave policy, including 25 days plus bank holidays and additional wellbeing days.
- Flexible working arrangements, with a hybrid model that encourages collaboration.
- £1,000 holiday credit for personal travel and exclusive discounts.
- Comprehensive health insurance coverage.
- Enhanced parental leave policies.
- An opportunity to contribute to a thriving company culture and collaborate with a talented team.
We are committed to fostering an inclusive workplace that values diversity and promotes equitable processes for all candidates. All applicants will be considered without regard to personal characteristics.
