Head of Customer Marketing / CRM

• This role sits within the Sales & Marketing department, and will work closely with Acquisition, Brand, Website, Commerce, Tech, Customer Service, and of course our Product team
• Sales & Marketing is a core driver for moving our business forwards, and is responsible for a range of requirements across the business – improving our brand, forming new incentives, expanding and refining our offering, designing content, producing magazines, running adverts, acquiring new customers and nurturing our database of customers
• We already have teams in place looking after Brand, Acquisition, Website and Commerce, and are now investing in our Customer Marketing team
• This team will be responsible for marketing to our databases, with two key goals : to improve our subscriber retention rates; and to drive up monetisation through cross-sell, re-sell and up-sell
• In a nutshell, the Head Of Customer Marketing will be our loyalty champion, responsible for giving customers the best possible user journeys as they onboard, getting them what they need once signed up, all to drive up our commercial performance
• Reporting into the CSMO, this role will be a key leader within the Sales & Marketing team, helping guide the overall department with specific authority and accountability for the Customer Marketing function within it
• The person who fills this position will shape much of what needs to be done, but as a first view we envisage:
• Audit – reviewing everything we currently have set up across the current data systems we use and benchmarking current performance
• Strategy – identifying the direction we need to head in, and giving a clear actionable roadmap of what we need to do and when
• Planning – getting colleagues and sister teams lined up with a strong degree of project management to start a production plan
• Delivery – hands-on approach with the team, actively producing and launching activity
• Campaign management – owning proactive campaigns, reactive campaigns, and journey management of our various customer types
• Analysis – monitoring performance and tracking KPIs across email and SMS (and beyond as our offering changes) ensuring targets are met
• Team leadership – leading, directing, coaching and mentoring a Customer Marketing team
• Stakeholder management – working closely with teams around the business, ensuring a collaborative approach to driving results

Benefits

• Employee Assistance Scheme
• 25 days holiday rising to 30 days with length of service
• Social Events
• Birthday Treats
• Generous Staff Discount on our Online Store
• Free Monthly Gin Boxes
• Flexible Working Hours
• Great Career Opportunities
• Hybrid Working

Wants to progress their career within a close-knit team and growing business environmentLikes a fun, open working environment where they can be themselves and loves a diverse caring communityEnjoys digging into data, problem-solving and finding opportunitiesLoves developing a small team and leading them to deliver great workIs a real player-manager – willing to get involved from an implementational perspective, bringing an energy to what they doGets excited about shaping things from scratchWants to dedicate themselves to delivering excellent work and seeing the results of their endeavoursCan manage uncertainty and complexity, and form and deliver solutions