Head of CRM - Ecommerce - Travel - London - Immediate Start

Head of CRM required to join a client within the Travel sector. A major part of the role of the Head of CRM is to drive the implementation of a communication/contact strategy throughout all stages of the customer life cycle, from subscription to purchase to repeat purchase. This will involve working with the market teams to implement the strategy, analysing results versus objectives and communicating progress throughout the business. The campaign plan should include email campaigns, including one-time segmented promotional campaigns and triggered/behavioural automated campaigns. These campaigns will be implemented within our CRM system. The individual should be focused on creating a single customer view, and reviewing/improving metrics and measurements, monitoring lifetime value and 'share-of-wallet'. A key part of the role will be to roll-out a new ESP tool for all markets and brands and to initiate technology projects that are needed to implement the CRM strategy, working closely with our in-house CRM Technology team and with our account team. The individual will strive towards moving CRM onto the next generation through a continuous test-and-learn approach. This involves building automated communication programmes and new innovative non-email CRM communications, ie mobile, SMS, direct mail, outbound telemarketing. The successful candidate will demonstrate an outstanding knowledge of CRM, a willingness and drive for change, technological understanding and experience within a fast paced online retail company.

Required Experience
* Leader of a CRM team
* Substantial senior level experience of working in CRM within a major online travel or retail company (E-commerce experience essential)
* Proven experience in successful delivery of automated and life cycle based campaigns
* Experience of using CRM systems and setting up new CRM system (smartFOCUS, Campaign Commander, Responsys, Exact Target or other top ESP is desirable)

Knowledge, Training and Qualifications:
* Educated to Degree Level or Equivalent (ideally in Business/Marketing)
* A comprehensive understanding of CRM
* Strong analytics skills
* Experience of using CRM systems smartFOCUS, Campaign Commander, Responsys, Exact Target or other top ESP is desirable)
*European languages: French, Spanish, Italian, German, Swedish (desirable)

Skills
*Ability to motivating others. Creating and climate in which people want to do their best.
*Strong interpersonal skills. A great team builder who fosters good relationships with all levels within the business, with excellent communication skills
*Excellent presentation skills. Effective in all varieties of presentations (one-on-one, small and large groups) and can understand how to present the right content to the right audience both written
*Ability to set priorities. Focuses on what is critical to meet objectives.
*A good decision maker. Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment.
* Strong Analytical capabilities
* Excellent leadership skills
*Ability to multi-task with excellent time management

To be considered for this opportunity, please apply with a CV, ASAP as my client is looking for the successful candidate to start within the next couple of weeks.