Description
Job Description
The Head of CRM will develop and execute the overall customer relationship strategy to maximise retention, loyalty, and customer lifetime value (CLV). This senior leader will oversee the implementation and management of CRM systems, analyse customer data to identify trends, and lead cross-functional efforts to personalise marketing, sales, and customer service interactions, constantly optimising results.
Key Responsibilities
- Develop and execute a customer relationship strategy to maximise retention, loyalty, and CLV
- Oversee the implementation and management of CRM systems
- Analyse customer data to identify trends and inform marketing decisions
- Lead automated, multi-channel journeys with targeted segmentation
- Hire and develop a data-driven CRM team focused on a customer-centric culture
- Align CRM projects with Sales, Product, and Marketing to meet business goals
- Report on key metrics (CLV, Retention, Churn, ROI) to senior stakeholders
- Manage CRM spend, forecasting, and tech investment ROI
Experience that will put you ahead of the curve
- Prior experience within CRM, customer experience management, or digital marketing, or in a leadership capacity
- Experience of CRM platforms (Salesforce an advantage) and marketing automation tools
- Analyse data, interpret customer behaviour, and turn insights into relevant marketing strategies
- Demonstrated experience building and managing teams, to motivate and drive performance
- Present complex data to senior stakeholders
What's in it for you
The expected range for this role is £60,000 - £70,000. This is a hybrid role from our Cardiff Office, working three days from the office, two from home. Plus more great perks, which include;
- Uncapped leave, because we trust you to manage your workload and time
- When we hit our targets, enjoy a share of our profits with a bonus
- Refer a friend and get rewarded when they join Future
- Well-being support with access to our Colleague Assistant Programmes
- Opportunity to purchase shares in Future, with our Share Incentive Plan
Who are we...
We're Go.Compare, part of Future PLC. You've probably heard of us - we're a price comparison site passionate about finding our customers savvy insurance deals. We're a part of Future PLC and as one of the 250+ brands within Future publishing, we embody all the Future values.