Head of Member Engagement and Retention (CRM)

• Develop a clear strategy and approach to member engagement.
• Improve the accuracy of 1st party marketing data by building a robust CRM and marketing automation model.
• Grow member usage.
• Optimise revenue streams and business growth through targeted marketing initiatives and effective use of customer data.
• Develop and execute a comprehensive member engagement strategy aligned with overall business goals.
• Lead the implementation of CRM systems, tools, and processes to meet business needs.
• Establish the necessary data infrastructure and technology platforms for personalised communications at scale.
• Analyse customer data to gain insights into customer behavior and preferences, informing targeted marketing campaigns.
• Drive member retention through targeted communication and engagement initiatives.
• Explore and implement innovative ways to engage and monetize the customer base.
• Collaborate with the head of brand and communications to ensure consistency and alignment of messaging across all customer touchpoints.
• Evaluate and report on the success of CRM initiatives, making recommendations for improvements.
• Establish automated member communication journeys based on key triggers and milestones to enhance customer experience.
• Facilitate relationships between Loyalty and other departments across the business.

• Eight-plus years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention and revenue growth through CRM initiatives.
• A minimum of three-plus within a senior leadership role
• Solid and proven people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion.
• In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Hubspot, or similar.
• Strong technical knowledge of data analysis, segmentation, and reporting tools.
• Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels up to Group EXCO.
• A strategic mindset with the ability to think long-term and contribute to the overall business strategy.
• A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content.
• Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership.
• Flexibility and enthusiasm in adapting to changing priorities and business needs.
• Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping and customer engagement.
• Project management skills. Working with competing deadlines and using recognised project management software (Asana, Podio, Monday.com etc)

• Customer relations
• Project management
• Strategy
• Data analysis
• Stakeholder management