Head of CRM & Loyalty - eCommerce Brand

** Please note - you will need to drive to the office, as transport links aren't great near them! **

A growing ecommerce business is hiring a Head of CRM & Loyalty to own retention end to end. A new loyalty programme launches later this year, and this role leads it from build to launch to ongoing growth, alongside full ownership of the CRM function.

This is a hands-on leadership role. You'll set the strategy and also build the journeys, dig into the numbers and make the case for investment.

What You'll Do

• Own CRM and loyalty strategy across the full customer lifecycle
• Lead the launch and ongoing evolution of a new loyalty programme, including the rewards and tiering model
• Build and optimise lifecycle communications across email, push and other owned channels
• Define KPIs and reporting, tracking retention, customer value and programme ROI
• Turn behavioural and redemption data into segmentation and personalisation that moves the numbers
• Build business cases for programme changes and present them to the exec team
• Manage the loyalty platform partner and hold them to account on value
• Work across marketing, ecommerce, product, commercial and tech to keep loyalty joined up with the wider plan

You'll Bring

• Solid CRM and Loyalty marketing experience, with time spent in a retail or ecommerce environment
• Proven track record delivering or scaling a loyalty programme
• Strong analytical skills and genuine confidence with data, not just reporting on it
• Hands-on platform experience building and optimising campaigns
• Commercial thinking, with a clear view of how retention links to revenue
• Strong stakeholder skills and the ability to get things done across teams
• Comfortable operating independently in a fast-moving, growing business

Solid CRM and Loyalty and customer marketing experience, with time spent in a retail or ecommerce environment

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