Job Description: We're looking for a Head of CRM with exceptional talent to lead our CRM team within the Customer department. Reporting to the Director of eCommerce & Customer Engagement, you will be leading the development of a strategic CRM programme and overseeing world class execution of customer communications whilst building a truly customer-centric culture. Reporting to: Director of eCommerce & Customer Engagement Team members reporting into role: CRM Manager, Customer Loyalty Manager Job Responsibilities: Promote a culture of innovation through a test and learn mentality to optimise campaigns and drive business growth Take ownership for the customer data platform (Bluevennn) and Email Service Provider (Dot Digital) and champion adoption and improvements to the platforms and ways of working Work directly with the Customer Leadership team to ensure the CRM strategy and planning is in line with the overall department strategic goals Lead the CRM programme globally with an overarching focus on growing customer lifetime value (CLTV) and improving retention rates Work cross functionally and support the CRM Manager to establish a high performing global loyalty Programme Lead continuous development of email creative and templates that lead to a step change in customer engagement Propose, champion and drive forward new CRM initiatives and projects Project & Budget Accountability - Be accountable for the timely delivery of all CRM projects/enhancements and management of associated budgets Collaborate with the Digital Marketing team to bring customer insight and advanced customer segmentation techniques to support profitable acquisition and retargeting activity Responsible for safe handling of customer data in line with the Business data policies Drive the continuous optimisation of automated customer journey programmes to build loyalty, encourage advocacy and reduce customer churn Manage the growth of the contactable database leveraging improved segmentation, personalisation, behavioural triggers, content and channel optimisation Job Requirements: Strategic analytical skills with ability to see the big picture Highly commercial Passion and drive to keep on top of all CRM innovations Thorough understanding of Ted's current and future customer within the global retailing environment Cross channel experience in Email, SMS, Web-push, social Highly numerate, analytical and data driven with solid experience in segmentation A record of accomplishment in building CRM programmes from ground up Experience using Bluevenn and/or Dot Digital Clear and previous experience of driving business growth through automated programmes Excellent understanding and experience conducting A/B testing Hands on 'can do' attitude with forward thinking mindset Must have a keen interest in fashion Job Details: Company: Ted Baker Vacancy Type: Full Time Job Location: Derby, GB Application Deadline: N/A Apply Here getyourvacancy.com
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