Job description
Head of CRM - Marketing Agency Experience Required
- Role title: Head of CRM. Aka, Captain of Customer Connections.
- Role type: Full-time, 12-month contract
- Line manager: Marketing and Performance Director
Where you’ll be working:
- Primarily based in Ipswich
- Occasional travel for client meetings or events
- In-office presence at least 3 days a week
Who you’ll be working for:
- A globally recognised digital marketing agency
- Award-winning agency with a diverse and talented team
- Collaborative approach with a focus on integrated marketing strategies
Duties:
As the Head of CRM, you will lead the customer experience function, managing the CX team and ensuring the delivery of client CX strategies. Your role involves:
- CX Delivery: Execute and guide the team in implementing CX strategies, including strategy ideation, campaign set up, optimisation, audit work, and consulting.
- Team Management: Lead the team, ensuring clarity in tasks, utilisation, and hitting performance targets. Conduct regular internal ‘Scrums’ for quality planning and execution.
- Team Coaching, Training & JDs: Lead Personal Development Plans (PDPs), one-to-one coaching sessions, and ensure up-to-date job descriptions for your team.
- Client Business Plans, Strategies & KPIs: Understand client needs, align objectives, and set KPIs to create robust client CX strategies.
- New Business: Identify growth opportunities and actively contribute to tenders and pitches for new business.
- Cross Channel Collaboration: Work closely with Lead Specialists, Heads, and Directors to share initiatives, win pitches, and evolve agency-wide processes.
- Up-to-date Knowledge: Stay informed on industry trends, tools, news, and tactics to ensure the team's up-to-date knowledge.
- Quality assurance: Ensure all work meets high-quality standards for clients and internal stakeholders.
- Processes & Standards: Document, evolve, and align processes within the handbook and channel productisation.
What we’d like to see:
- Formal leadership training or experience managing medium-large sized CX/Email teams.
- Basic knowledge of HTML, CSS, Javascript, and popular CMS Frameworks.
- Established industry reputation, network, and thought leadership.
- Ability to conceive and execute tools, content ideas, and thought leadership.
What we’ll offer you:
- Bespoke benefits package, including 30 days annual leave, loyalty bonus, individual performance bonuses, conference and training budget, life assurance, and more.
- A supportive and collaborative work environment with regular company socials.
What to expect after you apply:
- We read every application and contact shortlisted candidates.
- Successful candidates will have a chemistry call followed by the next stage of the interview process.
- If not contacted within two weeks, consider your application unsuccessful. Keep an eye on our careers page for future opportunities.