Head of CRM, ONLINE RETAIL
My client, a fantastic online retailer, is looking for a Head of CRM to grow customer loyalty, owning key retention channels such as email marketing and direct marketing including our award-winning catalogues. In this role, you will leverage customer and sales data for key drivers such as lifetime value, retention and churn to inform your retention strategy. You will also empower the rest of the team with key information about the customer base and their characteristics.
Key responsibilities in this role include:
Defining a retention strategy to drive revenue from existing customers in the UK and beyond
Growing the customer database, increasing customer lifetime value and driving engagement
Identifying and delivering new opportunities for online retention
Defining and implementing site changes to support the on-going retention roadmap
Analysing overall customer retention and repeat-purchase behaviours across key segments to inform marketing and business decisions (including segmentation)
Managing all retention activities including email and direct marketing (catalogue) channels
Managing relevant agencies
Ensuring all communications adhere to direct marketing and Data Protection rules and regulations
Conducting competitive intelligence work, ensuring the company remains up-to-date with industry activities
Conducting key reporting and benchmarking to measure the success of online retention activities
Managing and being accountable for email and direct marketing budgets.
Experience and skills
As a pre-requisite display expertise in e-commerce retention marketing
Have a proven track record managing innovative and highly successful retention programs
Show strong knowledge of customer segmentation and database marketing using testing, reporting and analysis tools
Have a clear understanding of current Data Protection and Privacy legislation
Be a rigorous analytical and strategic thinker
Be a fast learner with high energy levels, willing to roll up their sleeves in a fast-paced start-up environment
Display excellent program management, project management, organisational agility and cross-group collaboration capabilities
Remain flexible to changing priorities and open to new ideas
Be detail-oriented and precise, with strong verbal and written communication skills.
Have experience of managing people
Education and background
We are looking for someone who:
Has a BA/BS degree in a related subject and a strong academic record
Has had at least five years` experience in e-commerce retention marketing
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