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Global Head of Customer Relationship Management

2 months ago

London, Greater London, United Kingdom Michael Page Digital Full time

About the Role

We are seeking a highly skilled and experienced professional to lead our CRM efforts as the Global Head of Customer Relationship Management. This is a key role within our organization, and the successful candidate will be responsible for developing and executing a commercially focused CRM Marketing Automation & Lifecycle Roadmap that aligns with our company's goals and objectives for customer engagement throughout onboarding, loyalty, retention, and reactivation.

Key Responsibilities

  • Develop, prioritize, and execute a CRM Marketing Automation & Lifecycle Roadmap that drives customer engagement and loyalty.
  • Lead a dedicated team to work through discovery phases of each agreed Roadmap initiative, defining business case, user experience, core build requirements, assets, proof of concept, and global deployment.
  • Utilize customer data and segmentation techniques to personalize communication and marketing campaigns, ensuring relevance and effectiveness.
  • Oversee the end-to-end customer journey, identifying opportunities to enhance touchpoints, drive engagement, and improve conversion rates.
  • Collaborate with cross-functional teams across Marketing, Product (Web & CRM), BI, Data, and Sales to ensure a seamless and consistent customer experience across all touchpoints.
  • Define and monitor key performance metrics related to CRM effectiveness to ensure each element of the CRM Programme is globally consistent and optimized.
  • Work with the compliance team to ensure compliance with global data and marketing regulations.

Requirements

  • 5+ years of experience in email marketing and/or CRM campaign implementation and management.
  • Superior project management skills and strategic thinking.
  • Understanding of marketing automation tools such as Salesforce Marketing and Pardot.
  • Working experience with Jira or other project management tools.
  • Working experience with Tableau, Power BI, or other reporting tools.
  • Strong analytical skills and ability to produce reports and provide strategic recommendations motivated by data.
  • Experience working with segmentation and email marketing platforms.
  • High level of motivation and initiative, the ability to motivate the team, and to anticipate company needs.

What We Offer

  • Competitive salary and package.
  • Flexible working.
  • Excellent career progression opportunities.
  • Globally recognized DEI business.