Head of Customer Relationship Management

Responsibilities

We are seeking an experienced and strategic CRM Head to lead our customer relationship management efforts. The ideal candidate will be a visionary leader with a deep understanding of email marketing, website customer journey automation, and proficiency in utilizing CRM tools such as Klaviyo. A strong commitment to continuous learning, customer-centric thinking, and staying at the forefront of CRM concepts is essential for this role.

1. Develop and execute a comprehensive CRM strategy that aligns with our business goals and focuses on enhancing customer relationships and loyalty.
2. Lead and mentor a team responsible for creating and managing email marketing campaigns, utilizing website customer journey automation, and ensuring effective use of CRM tools.
3. Leverage Klaviyo or similar CRM platforms to segment customer data and design targeted marketing campaigns that resonate with different customer segments.
4. Oversee the analysis of customer data using statistical techniques and tools to identify trends, patterns, and correlations.
5. Monitor and analyze key performance metrics, translating data insights into actionable strategies to optimize customer engagement and retention.
6. Develop and implement strategic marketing campaigns based on insights derived from customer data.
7. Define target audience segments, messaging strategies, and campaign goals aligned with business objectives.
8. Collaborate closely with cross-functional teams, particularly marketing and sales, to ensure a seamless customer experience across all touchpoints.
9. Drive the creation of personalized content and experiences that add value to the customer journey and align with customer-centric principles.
10. Stay up-to-date with industry trends, emerging technologies, and best practices in CRM to continually evolve and innovate our CRM approach.
11. Establish and maintain strong relationships with external partners and vendors to leverage the latest CRM tools and solutions.

Requirements

1. Bachelor's degree in Marketing, Business, or a related field (Master's degree is a plus) from a reputable university with min. GPA of 3.00/4.00.
2. Min. 10 years of total experience in CRM, data analysis, and digital marketing, with min. 5 years of experience in leading a CRM team.
3. Expertise in email marketing strategies and website customer journey automation.
4. Proficiency in statistical analysis tools (e.g., R, Python), data visualization tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce).
5. A strong desire for learning and personal growth, exemplifying a lifelong learner mentality.
6. In-depth knowledge of CRM concepts, frameworks, and their practical application to drive business results.
7. Deep understanding of data analysis methodologies, able to interpret complex data sets and communicate findings effectively.
8. Customer-centric mindset, with a deep understanding of customer behavior, needs, and preferences.
9. Deep understanding of digital marketing strategies.
10. Exceptional leadership skills, with the ability to inspire and lead a team toward achieving strategic objectives.
11. Excellent communication and interpersonal skills to collaborate effectively across teams and present ideas to stakeholders.
12. Proven ability to adapt to changing market trends and technologies, driving innovation within the CRM function.
13. Strong organizational skills and the ability to manage multiple projects simultaneously.
14. Previous experience in developing and implementing successful CRM strategies is a strong advantage.