PW Talent
Head of Customer Relationship Management
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Head of Customer Relationship Management
Head of Customer Communications & Content
Lead and empower the customer communications and content team across all markets. Champion a data-driven approach to ensure our customers receive the right messaging and content at the right time, across all touchpoints. This role will build and own an omnichannel communications strategy driving revenue, maximizing customer lifetime value (CLV), and strengthening retention—ultimately delighting customers through exceptional brand experiences.
Key Responsibilities
- Strategically develop and execute an omnichannel communications plan to enhance engagement, conversion rates, and customer retention.
- Drive growth for the website and app by optimizing channels such as email, push notifications, and SMS.
- Serve as the strategic owner of the Bloomreach platform, leveraging marketing automation, customer data platform (CDP), and real-time data capabilities to craft seamless customer journeys.
- Orchestrate cross-functional collaboration on trading and messaging strategies, ensuring cohesive campaigns that promote our product and brand offerings effectively.
- Take ownership of CRM strategy and email planning, aligning with broader product and messaging objectives.
- Lead the implementation and execution of a real-time personalization strategy, leveraging Bloomreach’s advanced segmentation to deliver highly relevant, unified content.
- Establish rigorous reporting and KPI tracking for messaging and content performance, ensuring data-driven insights continuously inform future optimizations.
- Partner with the Merchandising team to provide actionable insights on product, brand, and category performance across segments, channels, and sites.
- Direct the content strategy to refine the website customer journey, ensuring dynamic, relevant, and seasonally appropriate material.
- Support International teams with market-specific messaging, balancing global consistency with local nuances.
- Mentor, develop, and grow a high-performing team, fostering a culture of innovation, data fluency, and continuous improvement.
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Requirements
- Degree-level qualification or equivalent experience
- At least 6+ years in a marketing role, preferably with international experience
- Proven ability in team management and development
- Strong knowledge of eCommerce performance metrics and digital marketing tactics
- High commercial awareness
- Excellent communication skills (both written and verbal) at all organisational levels
- Proactive, resilient, and capable of self-driven initiative
- Highly inquisitive mindset
- Organised with strong multitasking abilities
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