Head of CRM

Purpose of the Role

The CRM Head is responsible for the entire Customer Retention Strategy for Company. Growing repeat business is a key element of Company’s strategy and this role will be a key part of the overall Marketing Team.

Duties & Responsibilities:

• Define the Customer Retention strategy to retain existing customers, drive repeat business from existing customers and grow Customer Lifetime Value

• Develop regular retention campaigns, including customer segmentation and targeting, content and offer development, communication strategy and execution

• Work with internal and external resources to ensure timely execution of the plan to deliver on agreed KPIs

• Work with internal teams define Customer Data requirements

• Be the custodian from Marketing team for Customer Satisfaction and NPS

• Work with relevant teams to develop / on board required tools

• Regular tracking and reporting of Key Performance Indicators

• Provide performance analysis and recommendations for performance improvements

• Tracking of market and competitor activities

• Tracking and highlighting of customer trends

• Staying up to date with latest CRM best practices

• Support marketing team with any other tasks in support of overall marketing and customer strategy, specifically customer insights and promotional strategies

Qualification and Requirements:

• Degree in Marketing, Communications or equivalent

• 4+ years’ experience in CRM marketing, ideally for B2C brands in the Food & Beverage Industry

• Excellent knowledge of key CRM tools in the market

• Experience with running Customer Retention campaigns

• Familiarity with customer databases, comfortable working with data

• Experience working with IT / Data teams for Customer Data requirements

• Strong interpersonal and communication skills

• Experience working with CRM / digital marketing agencies