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Head of CRM & Loyalty - eCommerce Brand
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Head of CRM & Loyalty - £85,000
Essex 3/4 days per week in office
Please note - you will need to drive to the office, as transport links aren't great near them!
A growing ecommerce business is hiring a Head of CRM & Loyalty to own retention end to end. A new loyalty programme launches later this year, and this role leads it from build to launch to ongoing growth, alongside full ownership of the CRM function.
This is a hands-on leadership role. You'll set the strategy and also build the journeys, dig into the numbers and make the case for investment.
What You'll Do
- Own CRM and loyalty strategy across the full customer lifecycle
- Lead the launch and ongoing evolution of a new loyalty programme, including the rewards and tiering model
- Build and optimise lifecycle communications across email, push and other owned channels
- Define KPIs and reporting, tracking retention, customer value and programme ROI
- Turn behavioural and redemption data into segmentation and personalisation that moves the numbers
- Build business cases for programme changes and present them to the exec team
- Manage the loyalty platform partner and hold them to account on value
- Work across marketing, ecommerce, product, commercial and tech to keep loyalty joined up with the wider plan
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You'll Bring
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- Solid CRM and Loyalty marketing experience, with time spent in a retail or ecommerce environment
- Proven track record delivering or scaling a loyalty programme
- Strong analytical skills and genuine confidence with data, not just reporting on it
- Hands-on platform experience building and optimising campaigns
- Commercial thinking, with a clear view of how retention links to revenue
- Strong stakeholder skills and the ability to get things done across teams
- Comfortable operating independently in a fast-moving, growing business
Solid CRM and Loyalty and customer marketing experience, with time spent in a retail or ecommerce environment
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