OVERVIEW:

We're looking for a Head of CRM to join the Relationship team on a 12-month basis (Maternity Cover) you will be reporting to the Relationship Director and responsible for helping shape the CRM future of Gymshark. You’ll ensure the timely delivery of all customer communications activity aligned to the customer contact strategy and campaign calendar, innovating across our customer’s most responsive and preferred channels to increase engagement, retention, repeat purchase and customer lifetime value.  

WHAT YOU'LL BE DOING:
 • Putting customer at the forefront of everything you do 
Lead the optimisation of the Customer CRM strategy plan ensuring the brand is delivering the best experience for their customers whilst also leveraging new technologies to drive engagement 
Responsible for delivering highly targeted CRM campaigns across the customer journey 
Working closely with internal analysts/ Insight team to report, analyse and understand campaign and customer findings - identify trends/ key learnings to action to the business on a weekly basis 
Connect across different areas of the business and understand how CRM can help add value and deliver overall business targets 
Monitor CRM industry innovations and best practice to continually improve customer engagement
Work with the Head of Loyalty, to lead the alignment of planning, execution of strategy and tactics to drive customer growth, engagement and retention
Produce weekly/monthly/quarterly reports on creative/channel/customer campaigns and results 
Manage the implementation of surprise and delight loyalty programmes with a focus on sign up, conversion, member benefits, promotion fulfilment, program reporting, performance and evolution
Develop acquisition strategies that can drive growth of contactable base 
Constantly review and innovate CRM channels that drive conversations and engagement 
Work closely with the wider Relationship team (Head of Loyalty, Analytics and App team) to contribute to the overall team objectives 
Incorporate the insights/ feedback derived from the Customer Support teams to further enhance the customer journey and experience across all touchpoints/ channels and act as the ‘voice of the customer’ 
Management of 3rd party CRM suppliers 

 
WHAT YOU'LL NEED:
Experience with working with large data sets and the application of segmentation, be comfortable interpreting data and translating that into customer campaigns including the analysis and reporting to all levels 
Experience in a senior managerial role 
Strong technical and data capability 
Experience working cross-channel (DM, SMS, TM, Email, Mobile Push vs In-App) 
Management of 3rd party agencies 
Budget management  
Commercially and business aware 
Strong entrepreneurial bias that has track record building, managing and motivating yourself and digitally disruptive agile teams who deliver exceptional results
You’re a ‘natural retailer’; obsessed with delivering your promise to customers
Have a proven track record as a commercial leader, who understands brand and customer
Understand how to build team to maximise output in retention activity where a mix of skill / talent types is required
Are a ‘subjective’ thinker in terms of ideas, following your instinct, but you’ll be used to using internal/external data to underpin your ideas with confidence
You are independent and self-directed but able to work and lead a team of creative individuals
Have superior analytical skills to track and manage performance
Have excellent interpersonal skills and the ability to persuasively sell ideas
Effectively navigate and collaborate cross-functionally