Role: Head of CRM (maternity cover) Location: Solihull The Lounge team is growing We are looking for a Head of CRM to join our rapidly growing business, for a 12 month’s maternity leave cover starting in March 2025. Since 2015 Lounge has grown from an eCommerce underwear brand designed to bless women with Comfort Made Sexy, into an Omnichannel modern fashion house inspired to make a woman feel empowered, beautiful, sexy, and comfortable in one’s skin. During this growth, our Brand has built out 11 departments that underpin all that Lounge stands for and endeavours to be. As a Head of CRM (FTC) you will help our Digital Marketing team in driving growth. We are looking for an enthusiastic leader who is eager to mentor team growth, drive innovation, and make an impact in a fast-growing team. If you're excited about starting your journey with Lounge and helping us elevate the brand to the next level, this role is for you. What you will do at Lounge: Develop and implement the CRM strategy with a focus on growth; increasing customer engagement, driving retention and building customer loyalty. Lead and develop a high-performing CRM team through supportive management and training to reach business goals. Analyse customer data to inform and influence business decision-making to drive actionable insights. Lead and manage the customer retention strategy and omnichannel tactics, to deliver best-in-practice CRM. Design customer journeys, lead segmentation, and identify customer cohort opportunities. Understand the power of customer insight to inform the wider marketing strategy (including CLTV, retention rate, repeat rate and other retention KPIs). Build strong relationships across departments and the wider business functions, and be the customer champion for Lounge. Build omni-channel performance reports and set clear CRM goals with a growth mindset. Ensure customer communication is consistent across all customer touchpoints. Effectively balance brand needs and performance expectations within the CRM strategy. Work closely with Dev and e-commerce teams to deliver solutions to challenges. Drive retail stores customer insights and data analysis to ensure consistent communication and understand consumer behaviours within our retail stores. An industry expert on CRM innovation, trends and new initiatives to improve strategy and performance. Must be/have: Relevant CRM leadership experience within a high-growth consumer business. A hands-on CRM leader who is a compassionate manager, with a proven track record of accelerating a high-performing teams. Strong commercial awareness and ensure strategy alignment across wider departments and key stakeholders. Excellent technical CRM knowledge with a strong eye for detail. An effective problem-solver with a ‘can do’ attitude. Ideally have Bloomreach CDP experience. Ideally have HMTL and Jinja knowledge. Exceptional analytical and communication skills. Commercially strong leader who is comfortable with reactive forecast management, negotiation and budget ownership. Capable of leveraging data analytics to analyse and deliver customer insights, identifying trends and behaviours (including GA4 proficiency). An agile leader, who is flexible to change, who can adapt quickly and be reactive to trends.