Interim Head of CRM and Personalisation

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 [email protected]