- Company Name
- Nicholson Glover
- Job Title
- Head of CRM
- Job Description
-
Job Title: Head of CRM
Role Summary: Leads and executes the complete end‑to‑end CRM strategy covering lifecycle, retention, service, and commercial communications. Balances strategic direction with hands‑on oversight, integrates with product, data, analytics, and commercial teams to deliver a member‑first experience that drives long‑term commercial value.
Expectations:
- Own strategic vision while actively managing day‑to‑day delivery.
- Translate customer insights into measurable revenue and retention impact.
- Build, mentor, and sustain a high‑performing CRM team.
- Maintain platform governance, stability, and best practices.
- Collaborate cross‑functionally to align CRM initiatives with broader business goals.
Key Responsibilities:
- Develop and own the CRM roadmap and tactical plans.
- Lead a diverse CRM team, fostering continuous improvement and accountability.
- Oversee platform capability, ensuring functional integrity, scalability, and security.
- Partner with Product, Data, Analytics, and Commercial stakeholders to align objectives and share insights.
- Drive engagement, retention, and lifetime value through targeted campaigns and personalized communications.
- Monitor performance metrics, provide analytical reports, and recommend optimization strategies.
- Set high standards for quality, compliance, and execution pace.
Required Skills:
- Proven senior leadership in CRM or digital marketing.
- Deep expertise in lifecycle marketing, retention, and commercial communications.
- Strategic thinking blended with strong execution focus.
- Commercial acumen: ability to convert insights into revenue and ROI.
- Team building, coaching, and motivational leadership.
- Governance and platform management capabilities.
- Cross‑functional collaboration with Product, Data, Analytics, Commercial units.
- Data‑driven decision making and analytical proficiency.
- Excellent stakeholder communication and presentation skills.
Required Education & Certifications:
- Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
- 8–10+ years of progressive CRM/digital marketing experience, including team leadership.
- CRM platform certifications (e.g., Salesforce, SAP, Microsoft Dynamics) or equivalent digital marketing credentials are advantageous.