Head of CRM - Entertainment - Clientside - London

£55000 - £62000 per annum + bonus & fantastic benefits
28 Dec 2013
25 Jan 2014
Kate Bergman
CRM, Digital, E-Commerce
Contract Type
Full Time
Head of CRM - Entertainment Brand - Clientside - London
£55,000 - £62,000 + bonus & benefits

Head of CRM - The Company

My client is one of the largest, and most well respected media owners in the UK. They recently launched a brand new service offering in one of the largest growth sectors of the the last few years. With a distinctive look and it's own identity, it stands out from their current service offering and will offer even more choice and flexibility to customers.

They are currently in an exciting period of rapid growth as they continue to expand their product offering and routes to market. If you're a football fanatic or a super sports Saturday or Sunday type this will be right up your street.

Head of CRM - The Role

You will be responsible for developing and executing the end-to-end customer comms strategy, and owning and managing the associated KPIs on a daily basis. Delivering and optimising efficient test and learn plans, growing the customer RTM channel suite and driving maximum in-life revenue are all key responsibilities of the Customer Marketing function.

This team will be focused on all customer interactions post acquisition and pre - churn processing ensuring optimal life time value and manging the whole customer relationship.

Day-to-day responsibilities

The Head of CRM will have an extremely high-profile role, acting as the senior point of contact on all in-life Sports activity for the leadership team, Finance, Acquisition, Brand, Operations, Web, and key members across the wider parent brand function. The successful candidate will lead on and implement all in-life contact strategies, underpinned by rigorous, data-driven segmentation and planned to complement Acquisition content and offer activity.

*Develop and execute a best-in-class end to end email template suite, designed to drive increased customer value through repeat transactional purchase
*Act as the senior point of contact across all channels with creative agencies. Oversee and critique all creative activity
*Define and constantly optimise the customer segmentation strategy. Work closely with the Data Analyst to create targeted campaigns for all customer life-stages based around viewing and preference data to hit repeat purchase targets
*Design targeted, content-driven strategies for lapsed and inactive users
*Own all quarterly content planning and ensure timely, relevant campaigns are delivered accordingly
*Work with other Senior stakeholders to plan and execute discount offer tests against key revenue-target groups
*Build and get business buy-in to quarterly offer overview plans, frequently communicating results to key senior stakeholders
*Lead on opening up new customer routes to market, such as SMS and in-app notifications. Drive the agenda with key product and tech contacts, supported by forecasted customer purchase uplift
*Liaise with the Acquisition teams to execute new existing customer media growth streams, e.g on site ad retargeting, DR event-day collateral
*Work closely with other marketing teams to identify growth opportunities within existing customer inventory.

Head of CRM - Key Requirements

oAbility to develop marketing briefs against a comms strategy, ensuring clear campaign objectives are set from the start
oSolid eCRM or digital campaign experience
oCan manage the implementation of digital marketing campaigns across a variety of media (email, SMS, Web, on-platform etc) to deliver increased customer value (understands the end-to-end creative process)
oHas experience in managing varying stakeholders and either experience of working with - or working in a creative agency
oCan demonstrate experience of working in a results focused environment
oHas budget management experience
oComfortable with regularly meeting the challenges of tight deadlines and juggling multiple projects
oExperience of transactional comms desirable
oCan execute a test and learn programme across available routes to market to drive value
oCampaign measurement and reporting

This is a great opportunity to help grow out a newly established business backed by a well known household brand with a strong footprint in digital. The role will provide opportunities to interact with various teams and will play a key role in the senior management team while playing a critical role in a successful business at a key stage of its growth and development. If this is the Head of CRM role for you then apply now !

For further assurance, please review my profile on LinkedIn and connect with me; Search for "KATE BERGMAN" or feel free to contact me for a confidential chat: Kate Bergman | DD: +44 (0)207 845 7235

We have a variety of digital roles on at present (£26k-£100k), so if this is one is not suitable; please call me to discuss other exciting opportunities which you can apply for.