Head of CRM and Personalisation
Somerset (Hybrid, Ideally 2 days a week in the office but potential flexibility)
£650 - £800 a day via umbrella
ASAP Start
12 Months Initially
Our client, a well-known UK retail brand, are looking to hire a Head of CRM and Personalisation to develop, design and transform the business strategy for customer personalisation and CRM Programmes. This is a 12 month contract role which involves transforming and upskilling the team to improve the personalisation of customer communications.
This is a customer centric role to enhance the one to one customer comms - The role would be perfect for someone who has engaged in a similar transformation project in a complex organisation and driven improvement in loyalty strategy and customer lifetime value.
Overview
- Define what loyalty and personalisation looks like in the business and throughout the propositions.
- Develop and define how to drive customer loyalty, in collaboration with the proposition function.
- Develop the overall CRM strategy to improve long-term customer value
- Transform the way the business work with agencies to optimise efficiency.
- Manage the analytics, targeting and evaluation, supporting the delivery of best in class campaigns, using segments, propensity modelling, and advanced profiling
- Ensure all campaigns are performing against key performance metrics, traffic, revenue, incremental sales, ROI, CRT's, open rates, opt outs and promoter score.
Desirable Skills and Experience
- Extensive experience in CRM and personalisation space, ideally within the retail space or similar fast-paced environment.
- Proven ability to lead teams in transformational environments
- The ability to communicate complex customer narratives to board level stakeholders
- Strong understanding of CRM Systems (Experience in Braze ideally)
- Ability to champion the voice of your customer within the business to drive effective decision making.
- High level of commercial acumen and able to make recommendations
- Very experienced at influencing, and solid level of negotiation skills.
- Strong analytical mind-set
If this role is of interest, please apply below or send your CV to