Job details

Head of CRM

Job reference: 004201

Closing date: 20/08/2021

Salary: Competitive Salary (DOE) plus excellent benefits

Department: Trading

Hours per week: 36.17

N Brown has seen strong online growth and is becoming a true leader in the market. As the Head of CRM, set the CRM group strategy within N Brown, working with Senior leaders in their respective business areas, to build the business's overall customer management capability. To deliver a best in class customer experience across all key touchpoints of the business.

You will have strong commercial drive and acumen, a customer-first attitude with proven experience in a digitally led retail environment. Understanding and championing the customer, with a strong opinion to shape and drive the forward strategy is key . 

Reporting to the Group Director of Merchandise & Trade this role is fundamental to delivering the commercial objectives and targets of the business.

What you’ll do:

  • To define and develop the N Brown CRM group strategy across all customer touchpoints to ensure that N Brown is maximising customer lifetime value from every customer.
  • To work with the Heads of Brand Trading and Brand Marketing to ensure cross-functional and aligned CRM plans to drive performance.
  • To work alongside the Data Science team to develop detailed segmentation work on existing customers to better understand & optimise customer behaviour and to build CRM propensity models.
  • To be the lead in driving CRM capability, measurement & innovation alongside the Data Science, Data Analytics and Digital Technology teams.
  • To have overall responsibility for the CRM budgets and to establish an aligned governance framework to ensure CRM effectiveness.
  • To support the Heads of Brand Trading to lead and develop the wider brand aligned CRM team and community, ensuring that working practices are underpinned by best practice and strong planning.
  • To review current state loyalty and lifecycle programmes and to define the future desired state to deliver against the group KPIs.
  • To be the principle point of contact & owner for the CRM operating model which covers organisational design, CRM governance, suppliers, measurement, effectiveness & tools built in conjunction with the trading CRM and paid/social teams.
  • To be the principle point of contact & owner for the customer intelligence CRM model that includes: Demographic data, Transactional data, Behavioural data and Psychographic data which will be built in conjunction with the trading CRM and paid/social teams.
  • To be responsible for the holistic 360 positioning of all campaigns ensuring that they are engaging , impactful & personalised, to drive a superior , end to end customer experience  working with the Trading & Paid/Social teams to deliver back on NBrowns kpi’s.

What you’ll have:

  • Strong track record in the development and subsequent delivery of complex and multi-channel CRM strategies
  • Experience of managing CRM in a retail environment
  • Excellent understanding of CRM best practices
  • Excellent understanding of managing consumer messaging and how this impacts the customer journey
  • Passion for innovation and the latest tools and technologies in CRM
  • Excellent cross functional campaign and project management skills
  • Very strong attention to detail
  • Strong influencing and collaborative skills are essential.

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you’ve got the perfect place to show your skills and learn new ones. It’s fast and furious here at times, but this just means something new and exciting is always on the way. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers’ lives.