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Job ID Location Work Location
21006G Reading Reading Office (GBM)
Job Type Contract Type Hours Per Week
Professional Full-time 37.5
Shift Pattern Closing Date
Standard working week N/A

Reporting to the Director of Channels and GTM for Business, an exciting opportunity has arisen for a Head of CRM to lead and drive growth from the in-life customer strategy, which includes (but not restricted to) retention, loyalty, cross sell, up sell. The role will be accountable for:

  • Optimising customer lifetime value to deliver maximum revenue and reduce churn through CRM.
  • Lead and define contact strategies with lines of business/trading teams so customer comms and contact centres can deliver effective, targeted and timely communications across whole lifecycle.
  • Delivering a 1:1 customer contact strategy and base campaigns that deliver revenue, brand experience and reduce churn.
  • Leading the strategy and scope for customer communications, working hand in hand with customer comms team (who will execute and deliver campaigns).
  • Defining, forecasting and optimising annual revenue opportunities from customer lifecycle management.
  • Exploiting and optimising CRM capabilities (Adobe Campaign in Transformation) to drive customer growth, customer engagement and lifetime value.
  • Lead analysis and measurement of campaign performance to deliver a full ROI model and demonstrate CRM revenue opportunities.

  • Customer lifecycle management and contact strategy
  • Annual revenue targets for CRM
  • Maximising CRM capability, tools and resource (e.g. Adobe and comms teams)
  • Analysing campaign performance

  • Understanding of the needs B2B market and channels
  • An ability to work at both strategic and tactical levels, balancing both short term and long term needs
  • Ability to work collaboratively and align teams across propositions, trading, sales enablement, sales and marketing
  • Proactive, problem solver who works well in a team to deliver exceptional results under time constraints
  • First class presentation and communication skills
  • Brilliant stakeholder management
  • Strong decision maker

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