Head of CRM

England, Greater Manchester, Manchester
£50000 - £55000 per annum
22 Sep 2016
20 Oct 2016
Marketing Disciplines
Industry Sector
IT / Technology
Contract Type
Work Experience Level
Head of
Agency-side or Client-side
Client Side
Job Role
Account Director
Head of CRM

Our client is one of the North West leading tech businesses, who are not only noted as a fantastic business to work for but also seen as one of the Top 10 Faster Growing Tech Businesses in the North.

As Head of CRM you will set the agenda for CRM within an entrepreneurial business for the months and years ahead. You will not be a tiny cog in a corporate machine, but a key part of the business and instrumental in its growth. This business believes that people work more productively and imaginatively when they are free from rigid hierarchy and structures, they keep their start-up roots and entrepreneurialism at their heart. We aim to give our people the freedom and support to pursue what really motivates and excites them.
Role Responsibilities:

*Responsible for the overall development and execution of CRM strategy to welcome new prospects, re-activate those not taken up or previously declined, drive repeat purchase and referrals and to maximise life time value from every customer.
*End to end responsibility for the delivery and development of all CRM campaigns through all existing channels: EM, DM, SMS, OB & seeking opportunities to utilise new channels.
*Manage the end to end customer communication strategy ensuring all comms delivers 'on brand' engagement.
*Work closely with the wider marketing and product teams to co-ordinate promotional messaging and customer experience and engagement across the business.
*Own upsell/cross sell volume through in life attachment or post-paid campaigns.
*Develop detailed segmentation work on existing customers so we can better understand customer behaviour and build propensity models to drive the communication strategy
*Management and development of 3rd party promotional relationships driving added value for their customers.
*Develop engaging, impactful and personalised campaigns that drive superior customer experience and ultimately drive commercial objectives.
*Championing a customer focused culture, delivering the relevant service to the customer, whilst seeking and acting on feedback to make continuous improvement to customer experience. Manage the market research requirements for the business focusing on customer satisfaction and driving change on the back of customer feedback.
*Manage and motivate the CRM team.
*Management of the CRM budget ensuring costs are forecast and managed.
*Supporting the sales & operations team developing and enhancing the sales communications strategy.

Skills & Knowledge Required:

*Strong track record in the development and delivery of complex CRM multi-channel strategies.
*Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space
*Extreme attention to detail
*Outstanding influencer
*Excellent stakeholder Management
*Willingness to go beyond the call of duty to get the job done
*Experience of managing sales pipeline communications
*Excellent cross functional project management skills

Values Required:

*Customer focused: Does it help the customer
*Keen problem solution, solutions led: Remove hassle and stress as you see it
*Curious, asks questions: Do it differently - innovate, change and improve
*Active learner, and absorber of knowledge: Keep learning - knowledge is dynamite
*Ambitious: Think big, we are here to make a dent in the world
*Collaborative, team player: Share what you've got
*Personable, engaging and fun: Don't forget to make it fun

£50,000 - £55,000

With fantastic office perks and a fun atmosphere, we're the perfect place for high achievers to grow and thrive. If you're interested in a career change and think you have what it takes to join a cutting edge team focused on delivering a world-class proposition, then please apply through the link or you can contact Adam Walker at Adam Recruitment.