About the role

Our client, a successful digital business, are looking for a Head of CRM set the agenda for CRM within an entrepreneurial business for the months and years ahead.


  • Responsible for the overall development and execution of CRM strategy to welcome new prospects, re-activate those not taken up or previously declined, drive repeat purchase and referrals and to maximise life time value from every customer.
  • End to end responsibility for the delivery and development of all CRM campaigns through all existing channels: EM, DM, SMS, OB & seeking opportunities to utilise new channels.
  • Manage the end to end customer communication strategy ensuring all comms delivers ‘on brand’ engagement.
  • Work closely with digital, brand and the product team to co-ordinate promotional messaging and customer experience and engagement across the business.
  • Own upsell/cross sell volume through in life attachment or post-paid campaigns.
  • Work with customer insights/analytics and tech teams to implement and facilitate the CRM plan.
  • Develop detailed segmentation work on existing customers so we can better understand customer behaviour and build propensity models.
  • Management and development of 3rd party promotional relationships driving added value for our customers.
  • Develop engaging, impactful and personalised campaigns that drive superior customer experience and ultimately drive commercial objectives.
  • Championing a customer focused culture, delivering the relevant service to the customer, whilst seeking and acting on feedback to make continuous improvement to customer experience.
  • Manage the market research requirements for the business focusing on customer satisfaction and driving change on the back of customer feedback.
  • Act as the customer champion in projects/initiative generated by the wider business.
  • Manage and motivate the CRM team.
  • Management of the CRM budget ensuring costs are forecast and managed.
  • Work with senior management team to raise the profile of CRM within the business through effective reporting and insight.
  • Managing relationships with our key suppliers ensuring they’re fit for purpose and we obtain maximum value. Leading future tender process as applicable.
  • Supporting the sales & operations team developing and enhancing the sales communications strategy.

Desired Skills and Experience:

  • Strong track record in the development and delivery of complex CRM multi-channel strategies.
  • Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space.
  • Extreme attention to detail.
  • Confident collaborator.
  • Willingness to go beyond the call of duty to get the job done.
  • Experience of managing sales pipeline communications.
  • Excellent cross functional project management skills.