Head of CRM

Job Title: Head of CRM
Contract Type: Permanent
Location: London
Salary: £45000 - £60000 per annum
Reference: 1631630_1559573158
Contact Name: Clare Humphreys
Contact Email:
Job Published: June 03, 2019 15:46

Job Description

This highly renowned global B2C brand is looking for a Head of CRM to drive transformation.

With an objective to increase customer value, move towards automated data-driven communications and meets key commercial KPI's across multiple brands/segments.

This data-driven role will be pivotal in the optimisation of their CRM capability, but also play a key role in transitioning to a new CRM ecosystem next year to deliver a new loyalty programme -very exciting!!


  • Establish and manage the new CRM function across multiple regions
  • Manage a team to effectively plan and deliver across multiple brands, segments, markets and languages
  • Become obsessed with the performance using insight to exceed CRM targets
  • Take accountability for results and drive action plans to mitigate performance gaps
  • Align CRM function with actions from Brand Marketing, loyalty and ecommerce - to remove silos and focus on shared KPIs
  • Be the champion in all CRM global groups and lead contact with Global CRM
  • Own end-to-end CRM touchpoints from acquisition, through lifecycle and retention
  • Develop and optimize data-driven CRM focusing on segmentation, personalization and automation
  • Perform analysis (in collaboration with BI) to understand results, and performance
  • Lead the optimization of existing CRM ecosystem with hands-on approach / lead by exampl
  • Manage external agency resource to expand capabilities and language expertise


  • Extensive experience in a CRM / Email marketing role.
  • Experience of using Salesforce/Adobe campaign
  • Ability to work across multiple projects and tight timeframes.
  • Ability to study, analyse and interpret complex activities and information in order to improve new practices or develop new approaches
  • Ability to be hands-on in delivering, setting-up and launching the new CRM ecosystem
  • Excellent stakeholder management skills to lead deployment of new technology with robust governance
  • Experience managing external agency resource
  • Good relationship building skills
  • Flexibility, adaptability, self-motivated, team player