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Head of Customer Relationship Management

2 months ago

London, Greater London, United Kingdom Love Holidays Full time
{"title": "Head of CRM", "description": "Unlock the Power of Personalisation

At Love Holidays, we're on a mission to revolutionise the way we connect with our customers. As our Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.

Your Key Responsibilities:
  • Lead the execution of our CRM strategy, focusing on delivering exceptional customer experiences through data-driven insights and automation.
  • Continuously enhance our customer communications capability, increasing personalisation and delivering at a high level with a lean team.
  • Drive consistency and excellence in our customer messaging, ensuring that our communications deliver value for our customers and reflect our brand.
  • Use a data-driven approach to analyse key metrics and inform decision-making, ensuring CRM strategies are effectively measured and optimised for success.
  • Expand our CRM channels beyond email and push notifications, improving our ability to reach the right customer, at the right time, through the right channel and with the right message.
  • Work closely with our CRM Engineering team to continually improve our customer communications program, focusing on personalisation, automation, and configurability.
  • Work closely with our Data Science and Analytics team to improve our customer segmentation and targeting.
Your Ideal Profile:
  • Extensive experience working in CRM for a digital ecommerce brand.
  • Experience in a people management or 'head of' role.
  • Experience of working closely and collaboratively with engineering and product teams.
  • Highly data-driven mindset with a strong emphasis on using data and analysis to drive decisions.
  • Proven experience working across the CRM value chain, including strategy, content, communications, technology, and operations.
  • A strong customer mindset, with an eye for detail and ability to understand what delivers impact for customers and for the business.
  • Ambition to deliver big impact in a growing business.
  • A hands-on style, with the ability to operate at multiple levels.
  • A strong understanding of the commercial, customer, and technical KPIs that determine success in CRM.
What We Offer:
  • Company pension contributions at 5%.
  • Individualised training budget for you to learn on the job and level yourself up.
  • Discounted holidays for you, your family, and friends.
  • 25 days of holidays per annum (plus 8 public holidays), increasing by 1 day for every second year of service, up to a maximum of 30 days per annum.
  • Enhanced maternity/paternity leave.
  • Cycle to work scheme, season ticket loan, and eye care vouchers.
Join Our Journey:

At Love Holidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring to our continued journey.

The interview journey will consist of four stages: TA Partner Screening, Virtual Interview with Director of Organic Marketing, In-office interview with Panel Interview with Key Stakeholders, and Final Stage: Interview with CMO.

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