Head of CRM job description

What does a Head of CRM do?

The Head of CRM (customer relationship management) plays a key role in driving sales and revenue through customer retention and acquisition. These senior CRM professionals are responsible for developing and implementing strategies to build stronger connections with customers.

Key responsibilities

The job description can change based on the company size, industry and team structure, however the main duties of the role include:

• Lead the CRM strategy: Develop and implement an integrated strategy that focuses on customer engagement and retention to drive long-term growth.
• Ensure strategy alignment: Work closely with design, product, data and ecommerce teams to align CRM strategies.
• Create customer journeys: Create segmented journeys for targeted and personalised marketing campaigns. Review the customer experience and adjust strategies to ensure projects deliver ROI.
• Manage customer data: Ensure accurate alignment of data definitions across key stakeholders, internal and external teams. Create a cohesive, secure approach to all customer data that aligns with GDPR. 
• Optimise systems and technologies: Identify opportunities and technologies to improve marketing automation. Lead the transition to new CRM systems, leveraging the platform's capabilities to enhance customer experience.
• Set and report on goals: Establish clear metrics to measure and optimise the impact of CRM. Report on the success of the strategy and team, communicating results to key stakeholders.
• Build and lead a CRM team: Hire, manage, and develop a team of digital marketers and CRM Managers. Provide guidance, support, and leadership to foster a collaborative and high-performance team culture.
• Budget management: Manage and review CRM budgets, forecasting business projections to key stakeholders.

Skills and requirements

If you're looking to hire a Head of CRM, you should look for the following skill set and experiences:

• Minimum of 5 years in a digital marketing role focussed on customer relationship management
• Demonstrated success in developing and managing strategies that drive customer engagement, retention, and revenue growth
• In-depth knowledge of CRM systems and best practices
• Excellent interpersonal written and verbal communication skills
• Natural leader with an ability to motivate and encourage collaboration within a team
• Strategic and analytical thinker with a deep understanding of user behaviours and data-driven decision-making