Head of CRM & Loyalty

Head of CRM & Loyalty | The Midlands | Hybrid | Salary up to £95k Basic + Bonus + Pension + Car Allowance

Our client is a leading multi-channel retailer, based in The Midlands, and are looking to appoint a Head of CRM & Insights to the team. This role is a pivotal position designed to leverage data and customer insights to drive business growth.

The Head of CRM & Loyalty will play a critical role in shaping and executing the company's customer relationship management and insight strategies. This individual will be responsible for driving customer retention, engagement, and loyalty across all channels by using data aggregation techniques and personalisation strategies. The role will require a deep understanding of customer data, the ability to extract actionable insights, and the expertise to tailor CRM campaigns to individual customer preferences.

The successful candidate will manage a team and work collaboratively across departments to ensure CRM and insight strategies align with the overall business objectives.

Key Responsibilities In The Position of Head of CRM & Loyalty

• Customer Insights & Analytics: Lead the aggregation and analysis of customer data from various touchpoints, including website interactions, transaction history, and customer feedback. Leverage this data to develop actionable insights and create a deep understanding of customer behaviours, preferences, and needs.
• Personalisation: Use data aggregation to drive personalisation strategies across all customer touchpoints. Ensure tailored and relevant messaging, product recommendations, and offers are delivered to customers based on their individual behaviour and preferences.
• Cross-functional Collaboration: Work closely with Marketing, Sales, IT, and other departments to ensure CRM initiatives are integrated across the business. Collaborate with the Data Science and Analytics teams to ensure data aggregation efforts align with CRM and personalisation objectives.
• Data Aggregation Tools & Platforms: Champion the use of data aggregation tools and CRM platforms to ensure a single customer view is established. Work with relevant teams to continuously enhance data collection, integration, and management processes.
• Reporting & Budgeting: Regularly report on the effectiveness of CRM initiatives, customer insights, and campaign results to senior management. Develop and manage the CRM & Insight budget to ensure resources are allocated efficiently.
• Technology & Tools: Stay up-to-date with the latest CRM technologies and tools. Ensure the company is using the most effective platforms to aggregate and personalise customer data, driving CRM success and customer insights.
• Customer Experience: Work alongside the customer service and digital teams to ensure that CRM efforts align with the overall customer journey, enhancing both online and offline experiences through consistent and personalised communication.
• Compliance: Ensure all CRM strategies and customer data management practices comply with relevant data protection and privacy laws, including GDPR.

To Be Considered For The Position of Head of CRM & Loyalty, You Will Offer The Following:

• Education: A degree in Marketing, Business, Data Analytics, or a related field is preferred.
• Track Record: A minimum of 8 years of in CRM, customer insight, or a related role, with at least 3 years in a leadership position. Experience within a multichannel retail environment is highly desirable.
• CRM Platforms & Tools: Strong proficiency in CRM platforms (e.g., Salesforce, Microsoft Dynamics, or similar), data aggregation tools, and personalisation software.
• Data Analytics & Personalisation: Proven in using data aggregation techniques to create a unified customer profile and develop targeted, personalised experiences.
• Campaign Management: Proven in planning, executing, and optimising CRM campaigns, with a focus on personalisation and delivering results based on data-driven decisions.
• Customer-Centric: Deep understanding of customer experience principles, with a passion for driving improvements in customer loyalty and engagement.
• Compliance Knowledge: Knowledge of data protection laws, including GDPR, and experience in ensuring CRM practices align with legal requirements.

Apply today to find out more and be considered!

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