Head of CRM

hace 1 semana


Madrid, España Ninja Van PH A tiempo completo
PaglalarawanResumen: Nuestro cliente busca un Head of CRM & Loyalty para desarrollar y ejecutar la estrategia de CRM, con el objetivo de incrementar la fidelización y construir relaciones a largo plazo con los clientes.

Funciones:
  1. Desarrollar e implementar programas de Loyalty y retención de clientes alineados con las necesidades del mercado.
  2. Crear estrategias omnicanal que proporcionen una experiencia fluida en todos los puntos de contacto del cliente, desde tiendas físicas hasta canales digitales.
  3. Definir KPIs y supervisar el rendimiento del área de CRM, realizando un análisis constante de datos de clientes para optimizar los programas.
  4. Coordinar y liderar un equipo de dos técnicos de CRM & Loyalty, impulsando su desarrollo y asegurando el cumplimiento de los objetivos estratégicos.
  5. Gestionar el presupuesto asignado al área, asegurando un rendimiento financiero óptimo.
  6. Colaborar con los equipos de marketing, operaciones y tecnología para garantizar que las estrategias de fidelización se implementen de manera eficaz en toda la organización.
  7. Evaluar e implementar nuevas herramientas y soluciones de CRM y Loyalty que mejoren la experiencia del cliente.
  8. Negociar acuerdos de Loyalty con diferentes partners y gestionar relaciones clave con clientes para fortalecer la conexión con la marca.

Requisitos:
  1. Grado universitario en Ingeniería Informática, Industrial o afines.
  2. Más de 10 años de experiencia liderando proyectos en entornos digitales, idealmente en sectores de gran consumo o retail.
  3. Conocimiento avanzado en herramientas de CRM (especialmente Salesforce Marketing Cloud) y en SQL, HTML, Excel y MParticle.
  4. Experiencia en gestión de proyectos con metodologías Agile.
  5. Inglés avanzado.
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