Customer Relationship Management Lead
3 weeks ago
Position Overview
As a pivotal member of our team, the Customer Relationship Management Lead will play a crucial role in enhancing customer engagement and loyalty through strategic CRM initiatives and insightful data analysis.
Oversee and guide the team in implementing a continuous improvement strategy for CRM communications. Manage a CRM Executive to optimize all CRM functions across the organization. Leverage customer insights and data analytics to craft and refine targeted segmentation and content strategies for personalized customer experiences that drive value. To meet performance objectives, you will lead the team in planning and executing multi-channel customer journeys, utilizing data-driven segmentation and predictive modeling to unlock value from the existing customer database. As Frasers Group transitions to a data-centric model, focusing on Segmentation, Customer Lifetime Value, Intent, and Next Best Action frameworks, you will ensure that the CRM strategy is genuinely customer-focused rather than merely channel-driven. Your expertise in customer data and multi-channel strategies will be essential in facilitating this transformation while enhancing delivery effectiveness. Produce weekly and monthly analytics reports that evaluate CRM campaigns and database performance, sharing insights with the broader organization. Cultivate a strong partnership with the email service provider, ensuring optimal utilization of the platform's capabilities.Required Qualifications
Proven experience in a similar capacity, managing customer databases with a strong analytical focus. Demonstrated leadership abilities and experience in team management. Comprehensive understanding of CRM systems, email service providers, and marketing automation tools. Self-motivated with the capability to operate independently with minimal oversight. Results-oriented with a strong drive to achieve objectives, including influencing cross-functional teams. Highly skilled in data analysis, capable of managing and interpreting large datasets to derive actionable insights.Additional Insights
In addition to a competitive benefits package, we offer a variety of perks for our team members:
Recognition and Growth Opportunities
Employee Recognition Program - We value our employees and ensure that outstanding contributions are acknowledged monthly through a peer-nominated scheme.
Performance Bonuses – Exceptional performance may lead to significant bonuses, recognizing those who exemplify our core values.
Annual Celebration Event – A unique event that brings together our teams for networking, learning, and entertainment.
Leadership Engagement Sessions – Opportunities for selected employees to engage directly with our leadership team, fostering connection and dialogue.
Employee Wellbeing Initiatives
Health and Fitness Programs – We promote a healthy lifestyle through free fitness classes and wellness resources for all employees.
Mental Health Support – Comprehensive support services are available to all employees, ensuring mental wellness is prioritized.
Next Steps
Our recruitment team will review all applications, and candidates will receive feedback on their status. Shortlisted candidates may be contacted for an initial interview focused on cultural fit, followed by additional technical interviews to assess skills and capabilities.-
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