Head of CRM


Drive customer centric culture by producing and implementing strategy and systems to drive sales through current, past and potential client engagement and communications developing our capability to understand, acquire and further nurture our relationship with our clients

Key Role Overview:

  • Build strategy to ensure that all customer data and subsequent reporting is reliable and accurate across the business
  • Develop a robust client engagement strategy with activations to acquire, retain and reward clients
  • Implement CRM system that provides a 360-degree customer view and is fully integrated with Store (Retail Pro), Eshop (Shopify) and Web (Paper)
  • Manage customer lifecycle reporting, analyse large sums of data and extrapolate key findings to drive client engagement plans
  • Map customer journeys by analysing user touchpoints and with this data, maximise commercial opportunities

Other Responsibilities include:

  • Set specific marketing strategies to retain customers
  • Suggest new methods to address customers’ needs
  • Track marketing metrics and trends, like conversion rates and web analytics
  • Assist with organizing promotional events to reach prospective customers
  • Conduct market research to follow trends and competition
  • Devise and implement dedicated CRM activations to acquire, retain and reward clients
  • Devise the DSM loyalty programme


  • Proven work experience in a senior level CRM role
  • Solid background in customer acquisition strategies
  • Technical expertise with CRM and analytical systems
  • Knowledge of online marketing methods and best practices
  • An ability to manage marketing projects end-to-end
  • Strong communication skills along with a customer-oriented attitude
  • BSc in Marketing or relevant field
  • Solid experience with Customer Relationship Systems and KPI metrics. You should also be able to identify new opportunities and proactively address customer concerns.

Please note that due to the volume of applications received, only shortlisted candidates will be contacted.

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