Global Head Of CRM

• CRM Ownership: You will be responsible for the planning, execution and measurement of all existing customer CRM communications and will deliver an ambitious short and long term engagement and retention strategy to increase retention and lifetime value.
• Team leadership: You will inspire and empower a team of bright and passionate lifecycle and campaign managers across B2B, B2C and Supply segments, providing mentorship, guidance and professional development opportunities. You will ensure resources are allocated effectively and the team is well structured for success. 
• Data-driven optimisation: You will put robust dashboards, testing and measurement frameworks in place to learn what is driving growth, identify new opportunities and optimise KPI performance across activation, reactivation and retention initiatives. 
• Audience insights: You will implement feedback mechanisms (eg surveys or NPS) and will develop a deep understanding of customer segments and behaviours. You will leverage insights to optimise messaging and create highly targeted campaigns.
• Goal setting: You will use a deep understanding of your team’s impact to set appropriate growth forecasts and will take responsibility for achieving those targets, refining your plan as needed in light of new insight from across the business.
• CRM advocate: You will speak articulately to your team’s activity and performance to improve understanding and inspire confidence within Blacklane. Where necessary you will build strong business cases and will advocate for change in leadership forums.
• Collaboration: You will partner very closely with wider Marketing, Sales, Product, Data and Operations teams to ensure your plan aligns and evolves in tandem with their roadmaps to effectively achieve organisational goals.
• Partner Management: You will continue to build our relationship with our technical partners and will ensure that we extract maximum value from those relationships.
• Break new ground: You will stay up to date with the latest CRM trends, best practices and technologies and will bring new functionality in house to improve marketing automation strategies and help us scale.

 ABOUT YOU:

• Depth of expertise in a relevant industry: The ideal candidate will have 10+ years’ experience in delivering best in class CRM strategies in the context of a luxury, digitally-enabled experience brand.
• Results-focus: You are action oriented and will have a strong track record of delivering revenue and customer engagement growth for businesses in a scale up phase.
• Team leadership: Proven experience leading and nurturing high performing teams, by leveraging individual strengths and fostering a culture of open communication, agility and learning. 
• Strategic thinking: You have the ability to shape a strategic vision for your team and function that contributes strongly to overall company business strategy. You can navigate complex decisions and make sound judgement calls.
• Data driven: You are highly proficient at data analysis, you are at ease with funnel metrics and rigorously apply insight to tighten strategies and increase customer lifetime value. 
• Collaborative leadership: You don’t have an ego, but rather you foster a culture of collaboration & positivity. You have the ability to simultaneously keep things on track whilst remaining open to change and can drive results through partnering teams.
• Global scope: You have experience scaling CRM teams and optimising infrastructure and processes for international growth across B2C, B2B and Supply segments. 
• Technical expertise: You are highly proficient with CRM & Automation tools (i.e. Braze), specifically in setting up complex customer lifecycle journeys and campaigns and enabling a consistent and automated reporting setup and you can oversee the management of the CRM data architecture, and are able to evaluate,  procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.
• Lastly, you can oversee the management of the CRM data architecture, and are able to evaluate,  procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.