Head of CRM - hybrid

Blue Light Card. Individually great, together unstoppable The Role and the TeamWe’re seeking an experienced Head of CRM to lead our CRM team, driving engagement and retention strategies across the customer lifecycle, from onboarding and activation to renewal. You’ll drive performance through developing the team, establishing robust processes, and creating an organisational structure that balances daily business needs with long-term growth opportunities. You’ll be responsible for managing relationships with key stakeholders, to ensure alignment and drive success across the organisation.We do the right thing, challenge the status quo, deliver on our promises, bring out the best in each other and treat others how we wish to be treated. If this resonates with you then we encourage you to apply to join our team at Blue Light Card and contribute to our mission.What You’ll Do Set the strategy for engagement and retention with a member-first approach, establishing clear targets and KPIs for the teamSet-up the operational framework for our CRM function, integrating with other key teams e.g. commercial, product, creative, insights, etc.Oversee day to day CRM operations, ensuring all trading activities are addressedAct as a liaison between the CRM team and other departments, ensuring effective communication and collaboration to achieve company-wide goalsBring member insights to life through strategy execution, including but not limited to member segmentation, channel expansion, new journeys and reporting frameworksContinuously evaluate and expand our CRM channels and journeys based on audience preferences, business needs, channel effectiveness and regulatory changesCoach, develop and nurture a high-performing CRM team of 7What You’ll Bring Proven expertise in CRM/retention/lifecycle marketing in a digital first or tech environment, both at a strategic and operational levelDemonstrated ability to manage cross-functional teams and diverse stakeholders, with excellent influencing skillsData orientated with strong analytical skills and experience of customer segmentation and automationWorking experience with Braze or substantial marketplace/ecommerce industry experienceAbility to solve complex business problems in a structured mannerOur CultureOur members, partners and colleagues are at the heart of everything we do. Our colleagues are integral to helping create the unique experience we deliver, so we’re genuinely committed to creating a place where our team love to work, and people want to join. We work as a team and try to have a bit of fun while we do it, and we recognise the importance of culture and the positive impact it can have on performance for you, the team, our organisation and our members. We believe in attracting the best talent no matter where you are. We promote hybrid working, but we value in-person collaboration so encourage time in our offices. How regular and in which office location depends on the role and team. We don't offer remote-only roles.We're also recognised as a Top 100 Great Place To Work UK, one of the UK's Best Workplaces for Wellbeing, Top 100 Best Workplaces for Women and recognised as investors in wellbeing by Investors in People.What We OfferHybrid working25 days plus public holidays, buy and sell and an additional day off for your birthdayA company bonus schemeGreat social events e.g., Christmas party, family fun day, summer party, sports matchesLearning and development opportunitiesGroup auto-enrolment pension plan Enhanced maternity, paternity, sick pay Company funded private medical insurance Healthcare cashback planEmployee assistance programme (including mental health support)Modern office space with onsite gym including access to free HIIT & stretch classes, games area, chill-out areas, book club, and more, when you visit our HQ in Cossington#LI-HybridRemote Status: hybridLocation 1Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable)24-28 Bloomsbury WayLondonLondonWC1A 2SNUnited Kingdom