Head of CRM

hace 1 mes

Madrid, España Blue Light Card A tiempo completo

Blue Light Card. Individually great, together unstoppable

The Role and the Team

We’re seeking an experienced Head of CRM to lead our CRM team, driving engagement and retention strategies across the customer lifecycle, from onboarding and activation to renewal. You’ll drive performance through developing the team, establishing robust processes, and creating an organisational structure that balances daily business needs with long-term growth opportunities. You’ll be responsible for managing relationships with key stakeholders, to ensure alignment and drive success across the organisation.

We do the right thing, challenge the status quo, deliver on our promises, bring out the best in each other and treat others how we wish to be treated. If this resonates with you then we encourage you to apply to join our team at Blue Light Card and contribute to our mission.

What You’ll Do

  • Set the strategy for engagement and retention with a member-first approach, establishing clear targets and KPIs for the team
  • Set-up the operational framework for our CRM function, integrating with other key teams e.g. commercial, product, creative, insights, etc.
  • Oversee day to day CRM operations, ensuring all trading activities are addressed
  • Act as a liaison between the CRM team and other departments, ensuring effective communication and collaboration to achieve company-wide goals
  • Bring member insights to life through strategy execution, including but not limited to member segmentation, channel expansion, new journeys and reporting frameworks
  • Continuously evaluate and expand our CRM channels and journeys based on audience preferences, business needs, channel effectiveness and regulatory changes
  • Coach, develop and nurture a high-performing CRM team of 7

What You’ll Bring

  • Proven expertise in CRM/retention/lifecycle marketing in a digital first or tech environment, both at a strategic and operational level
  • Demonstrated ability to manage cross-functional teams and diverse stakeholders, with excellent influencing skills
  • Data orientated with strong analytical skills and experience of customer segmentation and automation
  • Working experience with Braze or substantial marketplace/ecommerce industry experience
  • Ability to solve complex business problems in a structured manner

Our Culture

Our members, partners and colleagues are at the heart of everything we do.

Our colleagues are integral to helping create the unique experience we deliver, so we’re genuinely committed to creating a place where our team love to work, and people want to join. We work as a team and try to have a bit of fun while we do it, and we recognise the importance of culture and the positive impact it can have on performance for you, the team, our organisation and our members. We believe in attracting the best talent no matter where you are. We promote hybrid working, but we value in-person collaboration so encourage time in our offices. How regular and in which office location depends on the role and team. We don't offer remote-only roles.

We're also recognised as a Top 100 Great Place To Work UK, one of the UK's Best Workplaces for Wellbeing, Top 100 Best Workplaces for Women and recognised as investors in wellbeing by Investors in People.

What We Offer

  • Hybrid working
  • 25 days plus public holidays, buy and sell and an additional day off for your birthday
  • A company bonus scheme
  • Great social events e.g., Christmas party, family fun day, summer party, sports matches
  • Learning and development opportunities
  • Group auto-enrolment pension plan
  • Enhanced maternity, paternity, sick pay
  • Company funded private medical insurance
  • Healthcare cashback plan
  • Employee assistance programme (including mental health support)
  • Modern office space with onsite gym including access to free HIIT & stretch classes, games area, chill-out areas, book club, and more, when you visit our HQ in Cossington

#LI-Hybrid

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