Job Title: Head of CRM Lifecycles
A key role within the Global CRM function, responsible for creating personalized automations that effectively target the right audience with the perfect message at precisely the opportune moment.
Key Responsibilities:
* Develop, prioritize, and execute a commercially focussed CRM Marketing Automation & Lifecycle Roadmap that aligns with the company's goals and objectives for customer engagement throughout onboarding, loyalty, retention, and reactivation.
* Lead a dedicated team to work through discovery phases of each agreed Roadmap initiative, defining business case, user experience, core build requirements, assets, proof of concept, and testing and global deployment once success has been realised.
* Utilise customer data and segmentation techniques to personalize communication and marketing campaigns, ensuring relevance and effectiveness.
* Oversee the end-to-end customer journey, identifying opportunities to enhance touchpoints, drive engagement, and improve conversion rates.
* Collaborate with cross-functional teams across Marketing, Product (Web & CRM), BI, Data, and Ops, to ensure a seamless and consistent customer experience across all touchpoints.
* Define and monitor key performance metrics related to CRM effectiveness to ensure each element of our CRM Programme is globally consistent and optimized.
* Work with the compliance team to ensure compliance with global data and marketing regulations.
Requirements:
* Understanding of marketing automation tools such as Salesforce Marketing and Pardot.
* Working experience with Jira or other project management tools.
* Working experience with Tableau, Power BI, or other reporting tools.
* Strong analytical skills and ability to produce reports and provide strategic recommendations motivated by data.
* Experience working with segmentation and email marketing platforms.
* High level of motivation and initiative, the ability to motivate the team, and to anticipate company needs.
* Problem solving capabilities and a positive 'can do' attitude.
Desirable Skills and Competencies:
* 5+ years of experience in email marketing and/or CRM campaign implementation and management.
* Superior project management skills and strategic thinking.
* Data-driven approach.
* Enthusiastic and proactive.
* Pragmatic, diplomatic, and flexible.
* Strong and creative problem-solving skills.
* Intellectually curious.
* Resilient - ability to not be put off by obstacles and resistance.
* Confident and self-assured.
* Culturally aware and international in outlook.
Benefits:
* Fixed salary plus bonus.