Head Of Crm And Loyalty

The Head of CRM and Loyalty is responsible for the development of customer-centric programs for the Valiram Group and brands to drive growth and build profitable, long-term customer relationships. This position will lead CRM initiatives from database-driven marketing strategies and building the Valiram loyalty program. Responsible for developing consumer insights and building actionable plans that drive business results supporting the brand's Importante empresa.

• Management:
  • Provide support, leadership, and direction for direct reports and oversee all programs and analysis to ensure success.
  • Support Executive Director managing vendor relationships.
  • Support Executive Director with Valiram's regional and market teams to ensure all programs support group and brand plans.
  • Work with CRM manager to lead and manage regular calls with Regional and Brand Marketing Heads to cover all CRM, Database, and Analytics topics and develop clear action plans and priorities.
  • Develop and provide guidelines and processes to regional teams to help local teams maintain brand DNA.
  • Provide a clear vision and leadership for consumer marketing efforts and communicate/ensure this is understood by direct reports, key internal and external constituents.
• CRM:
  • Lead CRM program and activations implementation regionally.
  • Oversee lifecycle marketing strategies that identify valuable consumers and opportunities that drive increased engagement and revenue.
  • Optimize communication strategy in all channels to improve engagement, conversion, and retention.
  • Serve as a CRM business intelligence leader, utilizing analytics to drive customer-centric action plans.
  • Lead the development of database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer understanding and deliver insights that drive repeat and retention.
• Loyalty:
  • Oversee the strategy for a best-in-class loyalty program that drives membership growth, increased engagement, retention, and profitability.
  • Lead and oversee international teams to design, plan, and implement a locally relevant loyalty program based on the global framework.
  • Continually drive innovation in the program to keep it fresh and relevant for the customer to retain existing customers and acquire new customers.
  • Provide end-to-end leadership of program initiatives from requirements definition to deployment and performance analysis, along with issue and risk management.
• Reporting:
  • Track and report on customer KPI metrics for CRM and Loyalty.
  • Manage the distribution of Loyalty program reporting and status to executive stakeholders.
  • Stay abreast and provide updates to the leadership teams on global competitive activity, trends, and industry best practice.

Position requires 8+ years related experience preferably in retail. College/University graduate required. MBA preferred. 3+ years of management experience. Consumer marketing background with proven expertise in CRM. Proven experience driving large-scale customer acquisition and retention programs. Proven record of collaborating cross-functionally.