Global Head of CRM

4 weeks ago

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

As a key member of our global CRM function, the Head of CRM will be responsible for developing and executing a commercially focused CRM marketing automation and lifecycle roadmap that aligns with the company's goals and objectives for customer engagement throughout onboarding, loyalty, retention, and reactivation.

The ideal candidate will have a strong background in email marketing and/or CRM campaign implementation and management, with superior project management skills and strategic thinking.

Key responsibilities will include:

  • Developing and prioritizing a CRM marketing automation and lifecycle roadmap that drives customer engagement and revenue growth
  • Leading 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 testing and global deployment
  • Utilizing customer data and segmentation techniques to personalize communication and marketing campaigns, ensuring relevance and effectiveness
  • Overseeing the end-to-end customer journey, identifying opportunities to enhance touchpoints, drive engagement, and improve conversion rates
  • Collaborating with cross-functional teams across Marketing, Product, BI, Data, and Sales to ensure a seamless and consistent customer experience across all touchpoints
  • Defining and monitoring key performance metrics related to CRM effectiveness to ensure each element of the CRM programme is globally consistent and optimized

Requirements include:

  • 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

We offer a competitive salary and package, flexible working, and excellent career progression opportunities in a globally recognized DEI business.

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