Head of CRM & Loyalty

Zachary Daniels Recruitment are partnered with a leading multi-channel retailer, on the appointment of a Head of CRM & Loyalty to be based in the North Wet (hybrid working).

With a strong commitment to growth and innovation, we are looking for a talented Head of CRM & Loyalty to lead our clients customer relationship management strategy and drive the business to new heights. This is a big opportunity for someone to lead with impact, conviction and confidence whilst working for a high performing senior leadership team.

As the Head of CRM & Loyalty, you will be responsible for overseeing and managing the evolution of the CRM and Loyalty strategy across all channels. You will lead a large, dedicated team of professionals and work closely with various departments to enhance customer engagement, loyalty, and retention. This role offers a unique opportunity to make a significant impact on the business by leveraging data-driven insights and innovative CRM tactics.

Key Responsibilities in the position of Head of CRM & Loyalty include:

• Leadership & Team Management: Lead, mentor, and develop a team of CRM professionals, fostering a culture of collaboration and continuous improvement.
• CRM Strategy Development: Develop and implement comprehensive CRM strategies to improve customer acquisition, engagement, and retention across all channels.
• Data Analysis & Insights: Utilise data analytics to understand customer behaviours, preferences, and trends. Translate these insights into actionable plans to enhance customer experiences.
• Multi-Channel Coordination: Ensure seamless integration and consistency of CRM initiatives across online and offline channels, including email, SMS, social media, and in-store experiences.
• Customer Journey Optimisation: Identify opportunities to enhance the customer journey, improving satisfaction and driving long-term loyalty.
• Performance Monitoring: Set KPIs and metrics to measure the effectiveness of CRM campaigns and initiatives, providing regular performance reports to senior management.
• Collaboration & Stakeholder Engagement: Work closely with marketing, sales, IT, and other departments to align CRM strategies with overall business objectives.

To be considered for the position of Head of CRM & Loyalty you will offer the following:

• Proven experience in a senior CRM role, ideally within a multi-channel retail environment.
• Track record of driving innovation and transformation
• Exceptional communication and influencing skills
• Strong leadership and team management skills, with experience leading large teams.
• Demonstrated ability to develop and execute successful CRM strategies.
• Proficiency in CRM tools and platforms, data analytics, and customer segmentation.
• Excellent analytical, problem-solving, and communication skills.
• A customer-centric mindset with a deep understanding of customer journey mapping and lifecycle management.

What's in it for me?

A competitive salary and benefits package.
A dynamic and supportive work environment.
Opportunities for professional growth and career advancement.
The chance to work with a talented and passionate team in a thriving industry.

BBBH31220