Head of CRM in Watford

Working set up: Hybrid working in office 3 times a week

Office location: Hertfordshire

Salary: £90,000 to £100,000 plus up to 30% bonus and benefits

You will be leading a team, overseeing a multi-faceted CRM programme which is large-scale and responsible for delivering significant impact to the company’s revenue results. One aspect sells high ticket, considered purchase items such as houses, cars, high-end jewellery, and boats. Another has a traditional customer lifecycle tied to it, where you buy the service, there’s an in-life element with the ability to cross and up-sell, and there’s a re-sell window at the end where you’re able to re-engage the customer into a new sale. The third aspect is how you manage the customer while they’re experiencing the product or service, utilising technology to track a customer's movement and deliver real-time offers and up-sell opportunities, raising the customer’s lifetime value in real-time.

The scope of this role is dynamic and offers the opportunity for a CRM leader with the right strategic vision and mindset to drive the commercial results of a programme through their team. The key platform you’ll be working with is Bloomreach, and you’ll inherit a solid team of 7 CRM specialists, as well as a small telemarketing team who support the high-value purchase product category. This is a digital-first environment, where automation is key. You will decide the channels (currently utilising email, SMS, and WhatsApp), frequency, and how to test, optimise, and evolve things to deliver the most effective results.

You’ll need to work with your team to identify the moments of truth and opportunities to positively reinforce interest with the consumer. Create a robust CRM strategy that covers all avenues from initial prospect engagement, nurture through to conversion and purchase. This will include getting into the details of what’s happening with telemarketing channels, understanding the objections they’re finding, and creating toolkits to support and overcome these challenges, all while providing strategic leadership and guidance to your team and being the face of the business unit with the wider business.

• Experience in defining a roadmap and strategy for a sophisticated consumer-facing CRM programme for a product or service
• Good understanding of what makes a great digital-first CRM programme, the martech which enables it, and how to best leverage it (e.g. Jaquard, Moveable Ink, Liquid, etc.)
• Ideally some experience of working with a telemarketing team, providing them with the marketing toolkit to be effective in converting leads to appointments and bookings
• Good evidenced experience of the lead to acquisition side of CRM programmes
• Solid understanding of what’s possible with email marketing, how to deliver best-in-class automation and personalisation
• Data-centric mindset, with a great understanding of where and how to use data effectively in a CRM programme to decide strategy as well as in the operational implementation side
• Good knowledge of how to define and implement the right checks and measures for performance, as well as how to define a test and learn strategy for customer journeys, campaign, and channel optimisation

Want to Apply? Here’s how:

You can share your LinkedIn profile or email me a CV; it doesn’t have to be up to date, we can work on that once you decide you want to take this forward. For a chat and more information, please contact Colin Doree | Recruiter Blue Pelican 01892 507122 JBRP1_UKTJ