Head of CRM

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:

1. Define the Customer Retention strategy to retain existing customers, drive repeat business from existing customers and grow Customer Lifetime Value.
2. Develop regular retention campaigns, including customer segmentation and targeting, content and offer development, communication strategy and execution.
3. Work with internal and external resources to ensure timely execution of the plan to deliver on agreed KPIs.
4. Work with internal teams to define Customer Data requirements.
5. Be the custodian from the Marketing team for Customer Satisfaction and NPS.
6. Work with relevant teams to develop/onboard required tools.
7. Regular tracking and reporting of Key Performance Indicators.
8. Provide performance analysis and recommendations for performance improvements.
9. Track market and competitor activities.
10. Track and highlight customer trends.
11. Stay up to date with the latest CRM best practices.
12. Support the marketing team with any other tasks in support of overall marketing and customer strategy, specifically customer insights and promotional strategies.

Qualification and Requirements:

1. Degree in Marketing, Communications or equivalent.
2. 4+ years’ experience in CRM marketing, ideally for B2C brands in the Food & Beverage Industry.
3. Excellent knowledge of key CRM tools in the market.
4. Experience with running Customer Retention campaigns.
5. Familiarity with customer databases, comfortable working with data.
6. Experience working with IT/Data teams for Customer Data requirements.
7. Strong interpersonal and communication skills.
8. Experience working with CRM/digital marketing agencies.