Head of Customer Insight & CRM

Directions Recruitment Specialists
Well End
14 Apr 2018
17 May 2018
Contract Type
Full Time

key Responsibilities:

  • Grow revenue through engagement, retention and loyalty of customers
  • Working with our CRM Manager to define and deliver our CRM roadmap
  • Maximise the potential of existing customer database and insights
  • Gather all customer insights and translate this feedback into actionable recommendations - NPS, customer reviews
  • Own all customer research
  • Increase customer retention and sign up new customers through multi-channel campaigns
  • Map out the customer journey to identify new opportunities for growth
  • Analyse, report and understand the customer database
  • Drive customer lifecycle actions through mapping out the customer journey and analyse key areas / opportunities of growth
  • Manage a team of three within the Customer Insight Team


  • As a minimum you will need to have:
  • 5+ years experience in a B2C ecommerce retail environment, managing complex email marketing campaigns
  • Experience in people management
  • Good technical knowledge with previous experience of analytics, ESPs and database query tools
  • Love getting involved and working with your team
  • Are educated to degree level

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