Head of CRM

Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. We are a unique British business, focused on frozen food, innovation, convenience and value. We are currently one of the fastest growing supermarket brands in the UK.

Iceland’s history of innovation is an impressive one, from being the first supermarket to remove artificial colourings and flavourings, the first to remove GM ingredients from our own label products and the first supermarket to offer a nationwide home shopping service. We are also championing green initiatives to help reduce plastic and food waste. We are never afraid to pioneer new initiatives and try new ways to deliver an outstanding offering to our customers.

As our business continues to grow, so must our teams here at Head Office. We have a fantastic opportunity for a **Head of CRM (Customer Relationship Management)** to join our expanding Marketing team located in Deeside, near Chester.

**Purpose of the role**:
As our Head of CRM, you will take ownership and full end-to-end management of the CRM and loyalty strategy for all customer groups across Iceland, The Food Warehouse, and emerging businesses.

This is a great opportunity if you are an established Head of CRM looking for a new challenge, or a Senior CRM Manager who is looking to step up and manage a talented team of CRM specialists. As our Head of CRM, you will be responsible for the day-to-day management of the team, improving operational efficiencies and growing revenue from new and existing customers.

This role will report directly into our Marketing Director giving you the full autonomy of CRM strategy and departmental function.

**Key Accountabilities**:

- Design, implement and optimise a new CRM strategy for the business including development of new customer groups, journeys and campaigns across channels and devices
- Manage the evolution of the CRM strategy ensuring campaigns continue to optimise and deliver enhanced ROI over time as well as delivering against short term sales targets
- Define KPIs and review campaigns against agreed objectives
- Own the CRM relationship with Salesforce and internal Iceland stakeholders to fully utilise the product features and benefits
- Work with the Insight & Analytics team to enhance audience segmentation / customer groups and customer, as well as campaign processes and reporting
- Keep up to date with new technologies that could enhance future CRM activity and propose change within the strategic plan
- Recruit and develop an agile team of in-house CRM experts including day-to-day line management, development and reviews
- Successfully communicate the vision, strategy, deliverables, and benefits of CRM to the business across a wide range of teams I and individuals form the boardroom to the trading team
- Full budget responsibility for the CRM budget

**Skills Required**:

- Significant experience in developing and delivering CRM strategy across multiple customer groups and journeys
- Ability to influence and inspire your team and peers, as well as having the confidence to influence decision making at boardroom level
- Able to demonstrate strong commercial acumen and ability to translate data into actionable insights
- Excellent numerical and analytical skills
- You need to be able to juggle multiple tasks, can work to a plan and work in a fast-paced environment
- Have managed and developed high performance teams
- Inquisitive nature, constantly seeking the next out the next opportunity
- Previous experience of working with Salesforce marketing cloud desirable, but not essential

Make a difference to your career, we expect a lot but you’ll get a lot back in return. We will help you grow and develop your career and give you the freedom to show that you really care.

**Alongside this we can offer you**:

- A very competitive salary with an excellent benefits package
- 25 days holiday, plus 8 days bank holiday
- 10% store discount, 30% club individual restaurant discount
- Flexible working
- Free parking
- Highly subsidised restaurant onsite with our own Michelin Star Chef
- Subsidised Costa onsite
- Discounted gym membership
- Charity fundraising events
- Educational sponsorship
- Enhanced maternity/paternity leave
- Long service awards
- Reward & recognition
- Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more

Be Proud. Be brave. Be everything that makes us different. Be Iceland.