2 Jun 2017

Head of Customer Relations Management CRM), Guernsey

Personnel AppointmentsAnywhere

Job Description

Our client is a direct to consumer nutritional supplements company seeking to recruit a Head of Customer Relations Management (CRM). This role will sit within their Marketing department and will likely report to the Marketing Director. This is a fantastic opportunity to lead a vital function that will deliver positive and engaging communications that puts customers at the heart of everything, which in turn will significantly contribute to the business’ success. Role profile; As Head of CRM, the candidate will work closely with other senior stakeholders to lead the transition from a successful revenue generating engine to a sophisticated platform that delivers relevant communications to new and existing audiences. Challenge existing thinking and help analyse customer trends and data to recommend strategies that drive an increase in sales to help reach the company’s ambitious growth targets. This is a hands-on role which involves managing a small team with responsibility not only for the over-arching CRM strategy, but also the day-to-day campaign conception, communication and execution. Key tasks and responsibilities; • Oversee, plan and manage strategies that actively engage customers and increase conversion and retention across email, DM and CRM activity. • Grow sales from the existing customers by engaging in cross-sell and up-sell opportunities as well as increasing subscriptions, reactivating lapsed customers and converting prospects. • Build, improve and personalise multiple customer journeys across all touch points. • Pro-actively looking for new ways to grow the customer base through prospecting activities and recommendation schemes. • Develop deep customer insight to develop relevant communications across multiple customer segments. • Work with the internal marketing analysts and business intelligence to determine best customer segmentation activities and create the optimum mix of personalised customer communication to match. • Provide CRM activity performance updates to the business and ensure all stakeholders, including all call centre staff, are fully briefed on any marketing activity. • Ensuring new product benefits are communicated in a relevant and engaging manner • Develop and manage a small team, allocating campaign assets appropriately, whilst supporting their individual learning and development needs. The successful candidate will have: • Proven track record of at least 7-8 years’ experience working in a marketing environment including direct marketing and on-line experience. • This role would suit a marketing professional with experience of delivering insight driven customer focused communications who has had previous experience leading data driven CRM and managing a team. • Degree educated (essential). • The experience and confidence to effectively manage a team. • Detailed knowledge of best marketing practice, data analysis and customer segmentation including propensity modelling, Customer Lifetime Value (CLV) and test and learn techniques. Desirable criteria: • Marketing or business graduate. • An interest in health and personal nutrition. For more information please email: info@pa.gg or call: +44 1481 723221. Please visit our website www.pa.gg for our latest vacancies.

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