Head of Customer Experience

3 weeks ago

London, Greater London, United Kingdom loveholidays Full time
Unlock the Power of Personalisation

At loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.

Your Impact:

You'll be responsible for leading the execution of our CRM strategy, focusing on delivering exceptional customer experiences that drive loyalty and retention. You'll work closely with our CRM Engineering team to continually improve our customer communications program, focusing on personalisation, automation, and configurability.

Your Day-to-Day:

  • Develop and implement highly effective CRM strategies that drive customer engagement and retention.
  • Lead a team of experts to deliver exceptional customer experiences through highly personalised automated communication journeys.
  • Collaborate with our Data Science and Analytics team to improve customer segmentation and targeting.
  • Work closely with our engineering team to continually improve our customer communications program.
  • Drive consistency and excellence in our customer messaging, ensuring that our communications deliver value for our customers and reflect our brand.

Your Skillset:

  • 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.

Perks of Joining Us:

  • 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.

We're committed to 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.

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