Global Head of CRM Lifecycles (h/m)

Develop, prioritise and execute a commercially focussed CRM Marketing Automation & Lifecycle Roadmap that aligns with the company's goals and objectives for customer engagement throughout onboarding, loyalty, retention, and reactivation.
Lead a dedicated team (made up of direct reports and squads) to work through discovery phases of each agreed Roadmap initiative, defining business case, user experience, core build requirements, assets, proof of concept and testing and global deployment once success has been realised.
Utilise customer data and segmentation techniques to personalise communication and marketing campaigns, ensuring relevance and effectiveness.
Oversee the end-to-end customer journey, identifying opportunities to enhance touchpoints, drive engagement, and improve conversion rates.
Collaborate with cross-functional teams across Marketing, Product (Web & CRM), BI, Data and Ops, to ensure a seamless and consistent customer experience across all touchpoints.
Define and monitor key performance metrics related to CRM effectiveness to ensure each element of our CRM Programme is globally consistent and optimised.
Work with the compliance team to make sure that we are complying with the global data and marketing regulations.Key skills and competencies

5+ years of experience in email marketing and/or CRM campaign implementation and management.

Superior project management skills and strategic thinking


Skills & Competencies

Understanding of marketing automation tools such as Salesforce Marketing and Pardot

Working experience with Jira or other project management tools
Working experience with Tableau, Power BI or other reporting tools
Strong analytical skills and ability to produce reports and provide strategic recommendations motivated by data
Experience working with segmentation and email marketing platforms.
High level of motivation and initiative, the ability to motivate the team and to anticipate company's needs
Experience working in an international multi-brand company with multiple stakeholders is advantageous.
Problem solving capabilities and a positive 'can do' attitude


Expected behaviours

Data-driven in approach
Enthusiastic and proactive
Pragmatic, diplomatic and flexible
Strong and creative in problem-solving
Intellectually curious
Resilient - ability to not be put off by obstacles and resistance
Confident and self-assured
Culturally aware and international in outlook

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