Posted a month ago
Description
Are you ready to take CRM from a campaign-sending function to a genuine strategic growth channel?
Do you get a buzz from turning customer data into retention, lifetime value and revenue?
If so, read on.
My client is a fast-growing digital business with an ambitious marketing team and a real appetite for growth. A new Head of Marketing has joined, CRM is now a key strategic priority, and they're looking for an experienced CRM leader to own it.
Reporting to the Head of Marketing and leading a CRM team of 2, you'll own the CRM strategy, customer lifecycle and retention roadmap. This is a role where you'll set the direction and also get stuck in to deliver it.
You’ll be responsible for:
- CRM strategy: defining and delivering the CRM vision, strategy and roadmap to improve retention, lifetime value and profitability
- Lifecycle management: designing and optimising customer journeys across onboarding, activation, retention, reactivation, loyalty and high-value segments
- Segmentation: building advanced segmentation frameworks using behavioural, transactional and customer value data, moving well beyond simple recency targeting
- Personalisation and automation: creating a personalisation roadmap across email, SMS, app push and on-site, and growing the revenue contribution of automated journeys
- Testing: building and leading a structured testing programme and a genuine culture of experimentation
- Insight and performance: working with the Data team on cohort analysis and reporting, and owning CRM metrics including retention, CLV, reactivation and channel revenue
- Platform and governance: optimising the CRM platform and unlocking AI and predictive capabilities, while maintaining robust QA, processes and GDPR compliance
- Team leadership: coaching and developing your team into a high-performing unit
- Collaboration: partnering with Performance Marketing, Product, Content, Data and Commercial teams to connect acquisition and retention
Must-haves
- Strong consistent experience leading a team in CRM, retention or lifecycle marketing
- A background in a fast-moving digital, subscription, ecommerce, gaming or betting business
- Hands-on experience with CRM and automation platforms such as Klaviyo, Braze, Iterable or Salesforce Marketing Cloud
- A proven track record of measurable improvements in retention, revenue, customer value or engagement
- A strong understanding of segmentation, cohort analysis and lifecycle frameworks
- Experience developing personalisation and automation across email, SMS, app push and digital journeys
- Strong analytical skills, with the ability to turn complex data into commercial action
- Confident stakeholder management and the ability to influence senior leaders
About you
You're commercially minded, organised and comfortable in a high-growth environment where processes and tools are still evolving. You can balance strategy with hands-on delivery, and you bring technical, commercial and creative people together around the customer.
What's on offer
- Amazing salary on offer
- A senior, strategic role with real ownership and influence
- The chance to shape and lead a growing CRM function
- A high-growth business with ambitious plans
- A Norfolk-based role with flexibility to travel
#J-18808-Ljbffr
