Director of Personalisation

5 days ago

London, Greater London, United Kingdom loveholidays Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Customer Relationship Management (CRM) strategy and team. As the Head of CRM, you will be responsible for delivering highly personalised automated customer communication journeys, driving consistency and excellence in customer messaging, and expanding our CRM channels beyond email and push notifications.

Key Responsibilities
  • Develop and execute a comprehensive CRM strategy that aligns with the company's overall business objectives.
  • Lead a team of professionals to design, implement, and maintain customer communication journeys that drive engagement and retention.
  • Collaborate with cross-functional teams, including Engineering, Data Science, and Analytics, to ensure seamless integration and optimal performance of CRM systems.
  • Analyse key metrics and inform decision-making to ensure CRM strategies are effectively measured and optimised for success.
  • Stay up-to-date with industry trends and best practices in CRM and customer experience to continuously improve our approach.
Requirements
  • 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.
Desirable Qualifications
  • Experience in the travel sector.
  • Experience working in multiple languages and markets.
  • Experience of the Braze platform and Liquid language.
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) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
  • Enhanced maternity/paternity leave.
  • Cycle to work scheme, season ticket loan, and eye care vouchers.
About Us

We are loveholidays, a company that focuses on developing an inclusive culture and environment that encourages personal growth and collective success. We value the insight and potential that each individual brings to our continued journey.

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