CRM & Loyalty Growth Leader, Digital Experience

Via; Milton Keynes; Hybrid; GBP 100,000 - 115,000; Full time

Benefits offered by this job

Pension

Life insurance

Medical cover

Dental cover

CRM ownership

Job summary

Via partners with a leading UK consumer brand to recruit a Head of CRM, Loyalty & Digital Experience. You will shape how customers interact across digital channels with personalisation, loyalty programmes and data-driven innovation to boost engagement, order frequency and revenue.

This senior leadership role covers strategy, commercial performance, digital innovation and building high-performing teams, with hybrid working and a strong emphasis on delivery across channels.

Qualifications

• 10+ years of experience across CRM, loyalty, digital experience or customer engagement.
• Proven leadership experience developing CRM and loyalty strategies.
• Strong understanding of customer retention, lifecycle marketing and personalisation.
• Experience managing omnichannel customer engagement across digital platforms.
• Commercial focus with experience improving customer lifetime value, conversion and revenue.
• Strong knowledge of CRM, loyalty and marketing automation technologies.
• Experience using analytics, customer insights and experimentation to improve performance.
• Proven ability to lead teams and influence senior stakeholders.
• Experience collaborating with Marketing, Product, Technology and commercial teams.
• Strong strategic thinking with a hands-on approach to delivery.

Responsibilities

• Lead CRM, loyalty and digital experience strategies to improve customer retention, engagement and lifetime value.
• Deliver personalised customer journeys across email, app, web, SMS and other channels.
• Develop and optimise loyalty programmes, customer segmentation and marketing automation.
• Own the digital experience roadmap, improving customer journeys and conversion rates.
• Use customer insights, analytics and A/B testing to identify growth opportunities.
• Drive innovation through AI, machine learning and personalisation technologies.
• Partner with Marketing, IT, Digital and commercial teams to deliver strategic initiatives.
• Manage CRM technology, external agencies and technology partners.
• Build and lead multidisciplinary teams, setting clear objectives and performance targets.
• Influence senior leadership and franchise stakeholders on customer experience priorities.

Skills

CRM strategy

Loyalty programs

Digital experience

Omnichannel

Leadership

Customer insights

A/B testing

Stakeholder influence

Team building

Commercial focus

Tools

CRM platforms

Job description

Via partners with a leading UK consumer brand to recruit a Head of CRM, Loyalty & Digital Experience. You will shape how customers interact across digital channels with personalisation, loyalty programmes and data-driven innovation to boost engagement, order frequency and revenue.

This senior leadership role covers strategy, commercial performance, digital innovation and building high-performing teams, with hybrid working and a strong emphasis on delivery across channels.