- Company Name
- Nigel Wright Recruitment
- Job Title
- Head of CRM
- Job Description
-
**Job Title**
Head of CRM
**Role Summary**
Senior leader responsible for defining and executing the organization’s CRM and retention strategy. Oversees lifecycle marketing, data‑driven customer segmentation, journey automation, personalization, and paid social to enhance engagement, loyalty, and repeat purchase.
**Expectations**
- Deliver both strategy and hands‑on execution of CRM initiatives.
- Accelerate retention gains while shaping a long‑term plan.
- Modernize the tech stack and improve tracking, insight, and personalization.
- Coach a small CRM/retention team.
- Cross‑functional collaboration with digital, marketing, brand, commercial, and regional teams.
**Key Responsibilities**
- Own CRM strategy, segmentation, and full lifecycle journeys (welcome, nurture, abandonment, reactivation, loyalty, launches).
- Analyze behavioral data to identify churn triggers and retention opportunities.
- Improve tracking, customer insight, and personalization across channels.
- Modernize the CRM tech stack and integrate multi‑system environments.
- Lead paid social campaigns to support storytelling, awareness, and acquisition.
- Partner with digital, marketing, brand, commercial, and regional teams to launch campaigns and embed CRM in growth initiatives.
- Coach and develop a small team handling CRM, retention, and paid social.
**Required Skills**
- Strong analytical mindset; ability to interpret behavioral data and translate insights into automated journeys.
- Proven experience in CRM lifecycle management and loyalty programs.
- Familiarity with enterprise ESPs and lifecycle automation platforms (implementation and operations).
- Experience leading paid social and integrated digital campaigns.
- Comfortable working across multiple teams, markets, and priorities with clear communication.
- Leadership ability to coach a small team while being an active contributor.
**Required Education & Certifications**
- Bachelor’s degree in Marketing, Business, Data Analytics, or related field (equivalent experience acceptable).
- Professional certification in CRM or marketing automation (e.g., HubSpot, Salesforce Marketing Cloud, Oracle Eloqua) preferred.
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