BBBH1309 | E-Commerce

London | £80000 - £90000 per annum | Permanent

Head of CRM
London
Retail
£80,000 - £90,000

Our client, a leading multi-channel fashion retailer, is currently seeking to recruit a Head of CRM in to their marketing team. The role is London based with a base salary ranging from £80,000 to £90,000

As Head of CRM, you will own the CRM strategy, roadmap and user experience across all brands. You will be responsible for collecting and generating new ideas, introducing enhancements to the existing processes and driving the growth of the companies brands across all channels with the goal to enable commercial success.

You will be responsible for formulating and delivering the medium and long term CRM vision in line with commercial strategy and objectives, ensuring optimized and maximized lifecycles.

As a team manager, you will be responsible for the resource planning of your team, guidance on the CRM strategy and fallback for individual contribution.

Detailed Description

As a Section Head of CRM, your main responsibilities will involve:

- Development and ownership of the CRM strategy and roadmap
- Enhance entertainment value by taking a customer management approach that is unique in
style and functionality
- Ensure continuous expansion of the available set of promotion types and functionalities,
with a view to extend the size and improve the structure of the Sports customer base
- Ensure proactive customer lifecycle management by increasing customer loyalty and
consumption
- Segment customers based on their different desires and needs
- Ensure a differentiated and segment-specific treatment on all levels of interaction
- Ensure particular attention to extreme segments which are small in size but large in impact
(e.g. VIP and fraudsters)
- Ensure constant monitoring and performance evaluation of all segments
- Organise and oversee campaign management plan
- Work closely with traders and country managers to create relevant novelty betting PR
opportunities
- Set up clearly defined, transparent and effective communication channels to central and
decentralized marketing, as well as to other relevant organizational units
- Ensure that sports communication fulfils our brand promise and fits in style and message
- Accountability for CRM marketing budget, continuously supervising return on investment
- Ensure close alignment with Central CRM in regards to cross product communication as well as
marketing tool related decisions
- Become an advocate for user experience and promoter of user experience-driven and player
journey-focused working within the team
- Development and ownership of the promotion roadmap as it pertains to:

- Database marketing
- Acquisition
- Conversion
- Retention
- Penetration
- Reactivation
- Cross-sell
- VIP

-Develop, monitor and improve CRM-specific KPIs, creating KPI frameworks for all the above
areas as well as guidance of the team to provide data-driven work.
- Responsibility for partner and supplier relationships, including relationship management and
software/product selection


Job Requirements

As a Head of CRM, your skills and qualifications will ideally include:

- Sound understanding of customer desires and needs in the area of sports betting
- Strong managerial capabilities to set up and maintain necessary organizational and procedural
structures
- Strong organizational, leadership, teamwork and interpersonal skills
- Excellent analytical, logical and decision-making capabilities
- Ability to present business issues, ideas, and recommendations clearly in verbal, written and
presentation formats
- Ability to segment and target player databases with relevant communication through all
channels
- Innovative and creative thinking
- Solid financial understanding and excellent ability to work with spreadsheets
- Commercially and data / KPI-driven as well as detail-orientated
- CRM experience in the area of fashion retail would be preferable, but not required

If you feel that you match ther requirements listed above and want to be considered for the role then please send your CV to Mike@isluk.co.uk

Look forward to hearing from you

Please contact Mike MacGregor for further information.

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