Head of Customer Relationship Management

Role Overview

As the Head of Customer Engagement, you will lead the customer communications and content team across markets, driving a data-focused strategy to deliver precise messaging and content timely across all customer touchpoints. Your leadership will develop and manage an omnichannel communication plan that enhances revenue, customer lifetime value, retention, and delivers memorable brand experiences.

Key Duties

• Strategically grow the website and app user base by utilizing communication mediums such as email, push notifications, and SMS to boost engagement, conversion, and customer retention.
• Oversee the Bloomreach platform as the strategic lead, optimizing marketing automation, customer data platform capabilities, and real-time data for smooth omnichannel journeys.
• Coordinate cross-team collaborations to shape consistent trading and messaging strategies showcasing products and brands effectively.
• Lead CRM strategy and email communication plans so they integrate seamlessly with broader product and messaging goals.
• Implement a cutting-edge real-time personalization approach using advanced segmentation tools in Bloomreach to provide highly targeted content informed by a unified customer profile.
• Set up thorough reporting and KPI systems to evaluate messaging and content effectiveness, enabling ongoing optimization informed by data insights.
• Collaborate with Merchandising to share insights on product, brand, and category performance segmented by customer group, channel, and website analytics to support informed decision-making.
• Steer content strategy throughout the website’s customer journey to ensure content remains relevant and aligned with seasonal trends.
• Support International teams in delivering localized messaging and content that retains global brand consistency while respecting local market differences.
• Guide and develop a skilled team, encouraging innovation, data literacy, and a commitment to continuous enhancement.

Candidate Requirements

• Possession of a degree or an equivalent qualification.
• At least six years of experience in marketing roles, preferably with international exposure.
• Proven ability to manage and develop a team effectively.
• Strong understanding of ecommerce metrics and digital marketing strategies.
• High commercial acumen with strong written and verbal communication skills across all hierarchy levels.
• Proactive, resilient attitude with the capacity to work independently.
• A natural curiosity and eagerness to learn.
• Efficient organizational skills with the ability to handle multiple tasks simultaneously.