We are seeking a strategic, data-driven, and digitally-savvy Head of CRM to lead the end-to-end management of our customer lifecycle from acquisition to retention, through high-performing digital campaigns. This role will be pivotal in shaping how we connect with customers at every touchpoint by leveraging CRM technologies and tools, ensuring a seamless and personalized experience.

The Head of CRM will not only drive strategy and execution but will also lead a growing team composed of managers and associates. Strong leadership and team development skills are critical, as this role will be responsible for coaching, performance management, and alignment of CRM efforts with broader business objectives.

Summary:

CRM Strategy & Lifecycle Management

Own the full customer lifecycle journey: acquisition, onboarding, engagement, retention, and reactivation Develop and execute a comprehensive CRM strategy to drive customer growth, increase engagement, and maximize lifetime value Map and optimize the digital customer journey using data-driven insights Lead the development of data-driven customer segmentation models to support personalized communication, lifecycle marketing, and customer journey design Align segmentation with business objectives, including cross-sell/upsell, retention, and reactivation

Digital Campaigns & Execution

Plan, launch, and manage multi-channel CRM campaigns Oversee strategies for campaign segmentation, personalization, automation, and testing, ensuring tactical alignment with CRM goals and customer behavior insights Collaborate with relevant departments to ensure campaigns are brand-aligned and user-centric

Data Analysis & Reporting

Analyze customer sentiments, behavior, campaign performance, and funnel metrics to uncover insights and identify opportunities Build and present performance reports and dashboards to stakeholders Use A/B testing and other analytics techniques to optimize campaign outcomes Collaborate with other teams to interpret survey data, NPS, and qualitative feedback.

Tool & Platform Ownership

Manage and optimize CRM platforms including Zendesk and Sprout; oversee integration with other marketing and support tools Ensure proper tagging, tracking, and segmentation structures are in place Ensure CRM data practices comply with applicable data privacy laws and internal policies on consent, retention, and access. Collaborate with IT and Legal to safeguard customer data and manage permissions across channels and platforms

Revenue and Gross Profit Accountability

Set, track, and deliver departmental revenue and gross profit targets Collaborate with relevant departments to ensure CRM efforts align with broader profitability goals Continuously optimize campaigns to improve cost efficiency, conversion rates, and customer value

Cross-Functional Leadership

Serve as the internal CRM expert, collaborating closely with Marketing, PR, IT, Finance, and other teams to ensure alignment across customer initiatives. Lead and manage a CRM team composed of managers and associates, providing clear direction, performance management, and development plans. Drive a high-performance culture through effective delegation, mentorship, and cross-functional coordination. Champion CRM best practices across departments and build CRM capability within the organization. Train cross-functional teams on CRM best practices, platform use, and how to interpret lifecycle performance metrics

Other related duties as required or assigned