Job Description:

Job OverviewThe Head of CRM is a strategic leader responsible for developing and executing comprehensive CRM strategies. This person plays a critical role in retail revenue generation by accelerating the acquisition of new customers, maximizing customer retention, and driving repeat transactions; enabling the organization to achieve its customer base targets and financial goals. As a member of the Marketing & Digital function, the Head of CRM leverages data & analytics to define customer segmentation strategies, builds customer contact approaches and delivers campaigns to market. This role is proficient in data management, contact strategies and modern CRM technologies to enable speed to market, personalization, and contentcampaigns at scale.Responsibilities and Duties Formulate and implement effective CRM strategies to optimize customer interactions, enhance customer lifetime value, and drive business growth.Lead and inspire a cross-functional CRM team, providing guidance, mentoring, and fostering a collaborative work environment to achieve set objectives.Utilize data analytics and customer insights to make informed decisions, drive personalized customer experiences, and continually refine CRM strategies.With the support of a Digital Product and Engineering team, oversee the integration and optimization of CRM systems, ensuring seamless functionality and alignment with business goals.Develop and implement targeted customer segmentation strategies to tailor marketing campaigns and communications for maximum impact.Work closely with various departments, including marketing, sales, and IT, to align CRM initiatives with overall business objectives.Establish key performance indicators (KPIs) to assess the effectiveness of CRM programs, providing regular reports and insights to executive leadership.Stay abreast of industry trends, emerging technologies, and best practices to continually innovate and enhance the effectiveness of CRM initiatives.Qualifications: Minimum of 8 years in a CRM leadership role with a proven track record of developing and implementing successful CRM strategies.Strategic Thinker: Strong strategic thinking and problem-solving skills with the ability to align CRM initiatives with organizational goals.Leadership Skills: Exceptional leadership and team management skills, with a focus on collaboration and fostering a positive work environment.Analytical Abilities: Proficient in data analysis, utilizing insights to make informed decisions and optimize CRM munication: Excellent communication and interpersonal skills, with the ability to articulate complex concepts to various stakeholders.Technology Proficiency: Familiarity with CRM platforms and related technologies, as well as a willingness to adapt to new tools and trends.