Head of CRM – 12 month Fixed Term Contract
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
£60k - £70k
Hybrid working – 2 days in the office and 3 remote
Manchester City Centre
Fantastic benefits including 28 days holiday +BH’s
Forward Role are working with an award-winning, international, e-commerce and subscription business to recruit a Head of CRM for a 12-month FTC.
This is more than a typical CRM role – you’ll:
* Lead and develop a talented CRM team of 3.
* Own the full CRM function & CRM strategy for the customer lifecycle.
* Shape retention and loyalty strategies with data-driven insights.
* Sit on the Senior Management Team, influencing how the business runs & grows.
What’s unique here?
* A test and learn ethos with autonomy and agility – you’ll make a real impact, fast!
* A collaborative culture that’s big on career development.
* Always investing in the latest tech and cutting-edge tools.
This a brilliant opportunity to make a difference in a high growth, ambitious, innovative business working towards becoming a global brand.
If you’re experienced in CRM leadership and retention strategies, read on!
Responsibilities:
* Develop and implement a comprehensive CRM strategy aligned with the company's overall business objectives.
* Oversee the selection, implementation, and ongoing management of the CRM system.
* Identify and segment customer groups to tailor marketing campaigns and personalised experiences.
* Create and optimise customer journeys across multiple channels to enhance customer satisfaction.
* Analyse customer data to identify trends, opportunities, and areas for improvement.
* Lead the planning, execution, and analysis of targeted marketing campaigns.
* Develop, and lead a high-performing CRM team.
* Establish key performance indicators (KPIs) and track the success of CRM initiatives.
* Collaborate with cross-functional teams in both the UK and US to ensure a seamless customer experience.
* Stay up to date with the latest CRM trends and technologies, and explore innovative solutions.
What You’ll Need:
* 5+ years’ experience in CRM leadership roles, ideally in a B2C environment.
* Strong understanding of CRM principles, methodologies, and best practices.
* Expertise in CRM / Customer Engagement systems (Braze would be a plus!).
* Excellent analytical skills and data-driven decision-making abilities.
* Strong project management and organisational skills.
* Excellent communication and interpersonal skills.
* Ability to lead and motivate teams.
* A passion for customer experience and a customer-centric mindset.