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Head of Customer Experience

2 months ago

London, Greater London, United Kingdom 6 Degrees Talent Digital Full time
Head of CRM - Pet Subscription Scaleup

London Based - 3 days a week onsite

6 Degrees Talent Digital is partnering with an incredible Pet/Membership business based in London.

The company is going through a huge period of growth this year and their looking for a hands-on Head of CRM to join their small and mighty marketing team.

About the Role

You'll need a deep and creative understanding of CRM to deliver results and help grow the business.

It's a key hire for the business and they are looking for someone to lead from the front and bring fresh ideas and creativity to their marketing team.

Please note we're looking for someone with In-house and hands-on experience for this role (Retail, Gyms, Startups, Events, Experiences, Memberships, Subscriptions)

Key Responsibilities
  • Draft and execute a holistic CRM strategy
  • Develop and own a data-driven customer segmentation plan to increase lifetime value amongst our key member segments
  • Support the execution of ongoing customer journey / lifecycle management and ad hoc activity to reduce customer churn (including reporting and measurement)
  • Establish customer referral and reward programmes
  • Assess and identify innovative marketing technology to help us deliver against goals - highlighting and prioritising opportunities for automation and optimisation
  • Work with the wider marketing team to unify customer communications across all touch points to deliver a consistent brand experience
Requirements
  • 8+ years of CRM/customer Lifecycle marketing experience (In-house experience needed – subscriptions, hyperlocal, startups, gyms, memberships, muti-site retail, events, experiences)
  • You will be a hands-on marketer who can lead on strategy – this is initially an executional standalone role running campaigns
  • Proven hands-on experience delivering successful large scale CRM programmes
  • Deep experience with CRM/Esp push platforms
  • Working knowledge of web/app analytical tools (GA4, Hotjar, Firebase, Amplitude)
  • Proven understanding of building loyalty and reward programmes
  • Demonstrable inspiring leadership skills and effective team building experience