Head of Customer Insight and CRM

Title: Head of Customer Insight and CRM

Location: Manchester (Hybrid Working)

Salary: Competitive

The Role

Our client, an innovative app-based retail subscription business is seeking a Head of Customer to join their Growth Team and contribute to their mission of eliminating single-use plastic.

The Head of Customer will play a pivotal role in the business, spearheading strategies to increase customer lifetime value.

This position involves formulating and managing customer initiatives, including sentiment analysis, communications, and lifecycle management, to support the company's growth objectives.

Responsibilities

• Lead the Customer team responsible for Customer Insights, Customer Experience and CRM with the main objective of increasing overall lifetime value of their customers.
• Develop and deliver best in class customer experience strategies and sequences
• Be accountable for all retention, customer sentiment and insights across the business. Provide a clear agenda for how they retain and improve lifetime value across all cohorts.
• Develop customer profiles and segmentation strategy for channel targeting
• Use data to provide insights at a customer and campaign level, highlighting successes and potential opportunities
• Take responsibility for driving customer sentiment and optimising review platforms
• Be responsible for working with partners to optimise customer experience and drive lifetime value
• Develop strategies and manage execution for key retention metrics such as loyalty and referral
• Collaborate cross functionally with Commercial and Acquisition to ensure efficient sales sequences to enhance lifetime value of our cohorts
• Develop strategic direction for campaigns and their delivery across CRM channels
• Collaborate with cross functional teams, including product, engineering, NPD, design and brand to ensure successful execution of marketing campaigns
• Stay up to date with industry trends and new technologies to recommend new marketing tactics and opportunities
• Work collaboratively with other business functions to develop and implement companywide initiatives that improve customer relations and brand loyalty
• Develop strategies, plans and priorities for the Customer team in line with business growth and acquisition objectives
• Monitor and analyse performance metrics to continuously improve campaign efficiencies and ROI

Skills

• Proven leadership skills, ability to manage, motivate and lead a team
• Process driven with strong analytical skills
• Able to drive initiatives through and resolve obstacles/blockers effectively
• Detail orientated
• Highly numerate with the ability to articulate at all levels
• Team spirited with a collaborative attitude
• Excellent organisational skills
• Positive attitude, high level of integrity and intellectual curiosity
• Willingness to learn new skills
• Excellent written and verbal communication skills

About Our Client

Our client employs people from all walks of life, which is why our working environment is so welcoming & inclusive. And we're committed to hiring people from all backgrounds! There's only one race on our planet; the human race. And we're all in this environmental crisis together.

With over 27,000,000 plastic bottles saved and being named Northwest Business Insider's Most Exciting Company, this is an amazing opportunity to be part of a fast-growing and successful organization with strong purpose and identity.

Benefits

• 25 days holiday, 8 bank holidays. Plus, your birthday off too!

• Up to 6% matched company pension.

• Life insurance with Aviva & 25% off gym membership.

• Access to thanksBen, for a range of core & flexible benefits.

• Hybrid & flexible working (co-working spaces in Manchester & London).

• Employee discount off own brand products.

• Enhanced parental leave & pay.

• Employee Assistance Line & Mental Health support through 'thanksBen.'

• Cycle to work scheme & Octopus EV salary sacrifice.

• In-person company events twice/three times a year!

• £300 working from home set up + plus company laptop.

• £300 L&D budget per annum.

• £300 well-being budget per annum.

• Up to 4 weeks working abroad.

• 2x volunteering days & access to 'onHand', plus 2 team volunteering days