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Head of Customer Relationship Management

2 months ago

London, Greater London, United Kingdom Love Holidays Full time

About the Role:

We are seeking a highly skilled and experienced professional to lead our Customer Relationship Management (CRM) strategy and team at Love Holidays. As the Head of CRM, you will be responsible for developing and executing a comprehensive CRM strategy that drives bookings and retention growth for our customers.

Key Responsibilities:

  • Lead the execution of our CRM strategy, focusing on delivering highly personalized automated customer communication journeys
  • Continuously improve our customer communications capability, increasing our personalization capabilities 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 analyze key metrics and inform decision-making, ensuring CRM strategies are effectively measured and optimized 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 personalization, automation, and configurability
  • Work closely with our Data Science and Analytics team to improve our customer segmentation and targeting

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 (optional):

  • Experience in the travel sector
  • Experience working in multiple languages and markets
  • Experience of the Braze platform and Liquid language

Perks of Joining Us:

  • Company pension contributions at 5%
  • Individualized 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:

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.