VP of CRM - HW People : Job Details

Location: Remote

Salary: £Six figure+ basic (flex) + LTIP

Bonus: Performance related in line with growth targets

This is a newly created role for a VP of CRM. An unrivalled opportunity for an exceptional CRM expert with experience of fast paced international b2c ecommerce or gaming & gambling.

You will lead and transform our clients customer relationship management strategy, with a focus on international and emerging markets. The ideal candidate will have deep expertise in marketing technology, utilizing CRM tools to drive customer value and deliver outstanding business results. You will be instrumental in shaping the direction of CRM, integrating technology to optimize customer interactions, engagement, and retention.

Your technical know-how (particularly with platforms like Optimove) will allow you to craft data-driven CRM strategies that improve key performance metrics. You will also lead our cients app-based engagement efforts, utilizing push notifications and messaging to drive customer activity and increase retention rates.

Key Responsibilities:

• MarTech Leadership: Drive the CRM strategy by leveraging the latest MarTech tools and technologies, ensuring we stay ahead of the curve in customer engagement.
• CRM Strategy & Execution: Develop and implement data-driven strategies to drive value from the customer base across international and emerging markets.
• Customer Engagement via Apps: Spearhead initiatives that drive customer activity via push notifications and messaging within our mobile applications.
• CRM Technology Specialist: Lead the integration and optimization of CRM platforms, with a preference for Optimove, to improve efficiency and drive value.
• Creative Campaigns: Bring creative flair to the role, developing innovative propositions and engagement strategies tailored to our diverse customer segments.
• Performance Focused: Relentlessly mindset and focus on data and performance improvements, creating and living by a metrics-driven approach to CRM.
• Reporting & Analytics: Provide detailed and frequent CRM performance reports, clearly communicating insights to executive leadership.
• Team Leadership: Manage a small team of CRM professionals, mentoring and guiding them to deliver excellence.
• Executive Collaboration: Collaborate closely with the executive team, ensuring alignment between CRM strategies and broader business goals.
• Commercial & Strategic Focus: Balance strategic CRM thinking with a commercial mindset, ensuring that all activities drive measurable business outcomes.

Our client have utilised different platforms which have allowed them to test & learn during a period of new market entry. Now they have reached a critical mass in terms of customer numbers (and growing), they have recently chosen to partner with Optimove to unify their CRM strategy and drive a range of business benefits;

In-depth customer insights: access unified customer data to create as many creative customer/player segments as they desire without relying on other teams.

Smart Orchestration: Our client is freed from manually mapping every customer journey by combining AI with business rules for smart multichannel orchestration.

Enhanced marketing attribution: Our client can measure the incremental impact of each message along the customer/player journey, enabling true multi-touch marketing attribution.

Personalization at Scale: Our client is empowered to personalize each marketing message's audience, channel, and content levels with seamless and scalable tools.

The candidate:

To be successful in the role, you will be highly commercial CRM leader, credible and display the highest levels of integrity. Good personal presence, a strong personal leadership style, combined with being straight forward, honest, confident and hardworking are critical to the success of this role.

This role will suit someone who enjoys making an impact in both strategic and proactive ways, with the confidence and capability to take ownership and be able to develop a vision and articulate what long term success looks like.

In order to meet the responsibilities of the role, the successful candidate must have a combination of the following skills and experience:

• CRM & MarTech Expertise: Strong technical expertise in CRM platforms, ideally Optimove, with a deep understanding of MarTech tools and trends.
• Gaming & Gambling Experience: Proven experience in the gaming and gambling industry, particularly in international and emerging markets is preferred (although alternative relevant experience will be considered)
• Mobile Engagement: Experience driving customer activity via push notifications and in-app messaging.
• Data-Driven & Analytical: Strong focus on analytics and performance metrics, with the ability to create, track, and report on CRM initiatives.
• Creative Vision: Ability to develop creative CRM propositions that resonate with our customers.
• Leadership: Proven experience managing CRM teams and driving high performance.
• Commercial Acumen: A self-starter with a keen understanding of the commercial aspects of CRM and customer engagement.

If you are a CRM and MarTech expert with a proven ability to lead, innovate, and drive measurable business outcomes, this could be an amazing opportunity for you!