Interim Head of CRM

2 weeks ago


Hemel Hempstead, United Kingdom Resourcing4Marketing Full time

**Interim Head of CRM**

**Hemel Hempstead / Hybrid**

**£65,000pa 12 month FTC Maternity Cover**

A fantastic opportunity to step up from a Senior CRM Manager role into the Head of role to cover a maternity leave in this progressive, entrepreneurial business who have a strong and growing B2B and B2C customer base. Leading the customer strategy & delivera fully integrated 360 customer lifecycle experience throughout all communication touchpoints.
- passionate about the whole customer lifecycle and be an expert at keeping the customer engaged at all key milestones and touch points.
- Responsible for all the communications for the business, both transactional and marketing working closely with the digital team and compliance to segment and optimise all data to result in the best customer journey.
- Exceptional organisational skills, adept at juggling multiple tasks.
- Strong leadership and mentoring skills, guiding, coaching and managing the CRM team (a CRM Manager & CRM Executive) to build on their conversion & retention programs. You’ll also join a large marketing team & form part of the Marketing Leadership Team,reporting to the CMO.
- Highly analytical, performance and results driven with the ability to deep dive into data.
- extensive knowledge of transactional, marketing comms strategy, CRM analytics & reporting & have the technical know-how to contribute towards the development of a single customer view data infrastructure - purpose built for omnichannel capability.
- with at least 5 years of solid CRM experience, you’ll be very familiar with CRM platforms, CDPs & working with technical teams & partnered platforms to unpick data challenges - a champion of customer insights, analytics and data quality.
- comfortable presenting to senior management across different business functions and you have proven experience in bringing multiple stakeholders together from different disciplines, to build on the best customer experiences.
- manage CRM budget & 3rd party partnerships with external stakeholders including Intilery (ESP), BlueConic (CDP), Nifty Images, Datum (direct mail), B4B (digital mastercard provider) & Text Marketer (SMS platform)
- working closely with the Head Of Acquisition to develop & optimise the CDP capabilities from segmentation, omni-channel lifecycle touchpoints to reporting on the CRM database health.
- champion CRM reporting & best practice working with finance to review ROI of CRM activities to demonstrate incremental benefits of any test & learn & tech innovation.
- optimise & automate our CSAT/NPS processes.
- work closely with the Marketing Leadership Team (MLT) ensure that your strategy & outputs are aligned across channel activities.
- support the CMO with weekly reports, board & investor reports on a regular basis.

Resourcing4Marketing is an equal opportunities employer and a company committed to diversity.


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