CRM Director

Dept; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

Join a pioneering agency as a CRM Director and lead the charge in enhancing customer relationships. This role is vital for shaping strategies that boost customer satisfaction and loyalty. You'll manage a talented team, leveraging data analysis and CRM software to drive successful campaigns. With a hybrid working model and a commitment to diversity, this innovative firm offers a dynamic work environment where your contributions will make a real impact. If you're passionate about customer engagement and want to work with diverse clients, this is the perfect opportunity for you!

Benefits

Pension

Free Private Healthcare

Mental Health Support

Company Sick Pay Scheme

25 Days Paid Holiday

Office Refreshments

Regular Social Events

Training and Development Opportunities

Global DEPT Cares Month

Qualifications

• 10+ years of experience in CRM or related field.
• Strong ability to lead teams and develop CRM strategies.

Responsibilities

• Develop and implement CRM strategies to drive customer acquisition and retention.
• Analyze customer data to inform business strategies and initiatives.

Skills

Customer Relationship Management

Data Analysis

Leadership

Customer Segmentation Strategies

CRM Campaign Development

Education

Bachelor's Degree in Business or Related Field

Master's Degree (Preferred)

Tools

Salesforce

CRM Software

Job description

We are looking for a CRM Director to be the senior leader within DEPT. Customer Relationship Management (CRM) is an essential aspect of any successful business. A CRM Director plays a crucial role in ensuring that a company's customers are satisfied and retained. However, with new technologies and changing market trends, the job of a CRM Director has become more complex.

JOB PURPOSE

The CRM Director is responsible for developing and implementing DEPT’s customer relationship management strategies to increase customer satisfaction and loyalty. The CRM Director role requires a deep understanding of customer behaviour, data analysis, and business strategy development. The CRM Director manages a team of professionals to ensure that all initiatives are executed effectively, efficiently, and within budget.

KEY RESPONSIBILITIES

1. Develop and implement customer relationship management strategies to drive new customer acquisition, customer retention and loyalty;
2. Develop and maintain customer data management systems to improve the accuracy and relevance of customer information;
3. Analyze customer data to identify trends and insights that can be used to inform business strategies and initiatives;
4. Collaborate with cross-functional teams to develop and execute campaigns across multiple channels to increase customer engagement and satisfaction;
5. Manage the implementation of customer acquisition/retention programs, including demand generation programs, referrals, and other initiatives;
6. Monitor customer retention programs and develop strategies to address improvements and complaints;
7. Develop and manage budgets for CRM initiatives and ensure that all projects are completed on time and within budget;
8. Stay up to date with emerging trends in customer relationship management and make recommendations for new initiatives.

WHAT WE ARE LOOKING FOR

1. Proven experience in the CRM field: 10+ years of experience in customer relationship management or related field;
2. Demonstrated ability to develop and execute successful CRM campaigns and initiatives;
3. Strong understanding of data analytics and customer segmentation strategies;
4. Proficiency in CRM software and related technologies with a strong ability to translate technical knowledge into strategic value - proven experience with Salesforce is a plus;
5. Inspiring Leadership: An experienced leader with a strong presence who can unify a diverse team and communicate a clear vision for CRM within DEPT.

WE OFFER

1. An excellent salary based on experience and equal pay policies;
2. Hybrid working: we combine working 3-days a week in the office and the rest remotely, and we have core working hours where you can choose your start and finish times to suit you;
3. Pension, free private healthcare, mental health support, and company sick pay scheme;
4. 25 days paid holiday with the opportunity to buy extra days;
5. Refreshments are provided in the office all week, we also have regular social events on Thursdays;
6. A reputation for doing good. DEPT has been a Certified B Corp since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards;
7. Awesome clients. Whether big or small, local or global — at DEPT you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
8. The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications.
9. Global annual DEPT Cares Month in which employees come together and donate their skills to support local charities.

WHO ARE WE?

We are pioneers at heart. What does that mean? We are always looking forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating. Our culture is big enough to cope and small enough to care. Meaning, that with people across 30+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients' problems, no matter where you are in the world.

DIVERSITY, EQUITY & INCLUSION

At DEPT, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.