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Overview
Head of CRM
A growing retail business is seeking a Head of CRM to lead their customer engagement strategy and drive step-change improvements across multi-channel communications. Reporting to the Marketing Director, you’ll be responsible for building a high-performing team, shaping the CRM roadmap, and delivering personalised, loyalty-focused experiences that maximise customer lifetime value.
Responsibilities
* Lead a multi-channel CRM team, managing email, direct mail, automation, and emerging channels.
* Develop and execute the CRM strategy, leveraging segmentation and data-driven insights to drive engagement, revenue, and loyalty.
* Partner with marketing, operations, and tech teams to optimise CRM platforms and future-proof martech capabilities.
* Implement test-and-learn approaches, continuous optimisation, and innovation in all customer communications.
* Influence senior stakeholders, presenting insights and strategy to shape business-wide decisions.
* Coach and develop your team to ensure a high-performing, collaborative culture.
Requirements
* 15+ years’ experience in CRM, personalisation, or loyalty strategy.
* Proven track record of leading teams through transformation or change.
* Strong commercial acumen and analytical mindset.
* Excellent stakeholder management and communication skills, able to present complex insights clearly.
* Experience with CRM platforms, martech integration, and multi-channel campaigns.
Seniority level
* Director
Employment type
* Full-time
Job function
* Marketing
Industries
* Retail, Consumer Services, and Retail Apparel and Fashion
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