Head of CRM

Ziff Davis Shopping; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading ecommerce company in London seeks a Head of CRM to drive consumer engagement and retention across multiple brands. The role involves developing a comprehensive CRM strategy and leading a team across UK and US markets. Candidates should have extensive CRM marketing experience, strong analytical skills, and a proven record of managing high-performing teams in a fast-paced ecommerce environment.

Benefits

Flexible work/life balance

Subsidised gym membership

Private medical insurance

Free lunch daily in office

Enhanced parental leave

Volunteering hours with donation matching

Qualifications

• Experience in CRM marketing with a focus on innovative campaigns.
• Strong analytical skills and ability to derive insights from data.
• Previous management experience with high-performing teams.

Responsibilities

• Develop CRM strategy for UK and US markets.
• Oversee multi-channel campaigns and monitor performance.
• Lead and mentor a global CRM team.

Skills

CRM marketing

Analytical skills

Stakeholder management

Team leadership

Communication skills

Tools

Braze

Job description

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Description

Ziff Davis Shopping helps millions of shoppers discover and save, delivering exceptional consumer and merchant-advertiser experiences across a portfolio of leading mobile and ecommerce brands. Our domestic brands include RetailMeNot, Offers.com, Blackfriday.com, TechBargains and more. We also run VoucherCodes, one of the leading discount code brands in the UK.

We are currently looking for a Head of CRM to add to our dynamic team.

About the Role:

As Head of CRM you'll play a key role in our Global Customer team driving consumer engagement & retention and new product adoption. You will own the communication strategy that brings together our monetised and organic content into a customer-first communication plan, whilst maintaining a revenue-generative approach to CRM communications across all channels including email, app and web activity. You'll play a critical role in supporting the launch of RetailMeNot's loyalty program; delivering it to our customers through our optimised marketing channels. You'll lead a global team based in both UK and USA to devise campaigns that drive growth in both transaction frequency and lifetime value of our users across different market-leading brands within the Ziff Davis Shopping family (RetailMeNot.com, BlackFriday.com, Offers.com and VoucherCodes.co.uk). You'll need to manage time zones and workloads in a fast-paced ecommerce environment.

What You'll Do:

• Develop an overall CRM strategy, with UK/US market variations, to engage shoppers across the Ziff Davis Shopping portfolio (RetailMeNot, Offers.com, BlackFriday.com, etc & VoucherCodes in the UK) with personalized, targeted, and relevant marketing across all lifecycle stages
• Create and implement a strategy for optimizing the frequency and sequencing of communications across multiple CRM channels including overseeing the delivery of our monetized emails, balancing merchant needs with our customer ambitions
• Oversee the creation and execution of multi-campaign delivery utilising email, push notifications, in-app and web activity as well as identifying and launching new channels e.g. Whatsapp/SMS
• Instill a culture of test and learn by championing a robust testing plan to enable rapid experimentation and continuous improvement
• Lead and mentor CRM team, comprising of 5 individuals across both UK and US markets
• Take responsibility for our active customer base and strive to maintain and grow our audiences through exceptional retention marketing initiatives
• Lead investigations into the tooling to ensure that we always have the right tech and work with Product to embed any new tools
• Work closely with our Customer Data Strategy team to maximise the value of our extensive customer data set; embed data best-practices in the CRM Team's daily delivery pipeline
• Balance the needs of our advertisers and partner merchants with those of our overall business and the customer to promote sponsored content across channels
• Champion a culture that values analysis and leads with data driven decisions, contributing to a programme designed to continuously identify opportunities to future improvements
• Be a thought leader for the company on relevant trends, insights, and technologies that impact the CRM and ecommerce industries

Who You Are:

• You are a CRM champion, always advocating for the customer and striving for best-in-class campaigns, underpinned by a foundation of automations.
• You are excited by the challenge of driving clarity from ambiguity, and balancing a long-term vision with short-term results.
• You have extensive experience of CRM marketing including innovative campaigns, personalized trigger campaigns, cross-sell initiatives, targeted promotions/offers, and managing preference centers
• You are passionate about testing and moving the needle
• Previous management experience including, leading, coaching and developing high-performing teams
• Experience in cross-functional stakeholder management across product, engineering, data and analytics teams
• Strong analytical skills with the ability to quickly consume large amounts of data and draw insights that drive the business forward
• Excellent verbal and written communication skills with the ability to build relationships and influence others
• Experience with Braze preferable
• Solutions-oriented with the curiosity and confidence to try new things
• Flexible and adaptable to business needs and able to pivot as needed
• Positive attitude and ability to thrive in a fast-paced environment

What you'll get from us:

• The flexibility to achieve a work/life balance with hybrid working - especially when balancing work with family or personal commitments
• A supportive, inclusive culture; we care about each other, our customers and our planet
• Pension, with employer contributions up to 8%
• Subsidised gym membership
• Private medical insurance
• Employee Assistance Programme
• Free lunch from JustEat for Business each day you're in the office
• Regular social events
• 16 hours volunteering time per year along with donation matching
• Enhanced parental leave, with specific support in place for returning to work parents

Join us at our bright, spacious open-plan office. Situated in the heart of London, we occupy all three floors of Yeoman House in Clerkenwell. The area is home to a wonderful array of cafés, restaurants, pubs and galleries. For the more adventurous, there's some of the best street food London has to offer right on our doorstep. We don't expect you to be in the office every day - there's plenty of flexibility so you can achieve a great work/life balance.

So, what's next?

To apply, please send us your CV with a 200-300 word covering letter outlining why this role and appeal to you (remember we'll also have your CV so use this space to tell us what you're excited about rather than what you've already achieved).

Vouchercodes is part of Ziff Davis. Ziff Davis (Nasdaq: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, entertainment, shopping, health, cybersecurity, and martech. We aspire to build a sustainable, profitable and growing enterprise - and much of this is dependent on the calibre of people, technology and culture that are all important parts of the transaction.

We are committed to equal employment opportunity regardless of race, ethnicity, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to: [email protected].

Want to know more? Check out our careers page https://www.vouchercodes.co.uk/careers/

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