Role: Head of Customer Marketing
Location: Andover, Hampshire – with remote working too (2-3 days a week post lockdowns)
Salary: £50,000 to £70,000 (based on experience) plus benefits.

You'll be joining a rapidly scaling business in a key management role for the marketing function. Responsible for every customer communication and contact point right from once the lead is generated and everything promotional and operational in-life.

So will include:

• Lead and funnel management across channel
• All operational communications, contractual, regulatory or otherwise
• Inbound and outbound contact centre marketing
• In-life communications, include upsell opportunities and new product launches to the existing customer base

So you’re probably now thinking - “That’s a big remit!”

It is… but, not all of this exists... yet.

Certainly, much of it is still to do. So the role has a fantastic roadmap of opportunity ahead of it and loads of quick wins to put in place.

Essentially you’ll be picking up a fairly rudimentary CRM programme with some basic customer journeys in place. But as the business grows and they launch new products and services, the customer marketing programme needs to grow with it. So you’ll find this role grows as the business does. As will the team you lead, and there will be recognition and reward for such too.

Their customer base is growing at a rapid pace, and the business is really accelerating fast. So this programme needs scaling to match the increasing sophistication and complexity of the customer base, as well as to provide the appropriate cross channel customer journeys for cross and up sell programmes.

There’s lots to do to ensure the right foundations and building blocks are put in place, and the programme keeps pace, and keeps customers engaged and on board. Delivers a class-leading experience, and achieves conversion and returns in growth in LTV objectives too.

The Role

This is a role with massive future potential ahead of it. As much of what you need to do is currently a clean slate.

You’ll have just the one report to begin with. A really lovely marketing graduate who's full of enthusiasm and has a really positive 'can do' attitude. They're going to be a marketing superstar. But this will just be the start. As the programme you build grows in complexity and sophistication, so will the team you lead.

Plus there's also have heavyweight support from peers in the wider marketing function as well as Executive leadership team. The whole CRM and customer journey piece is really important to them to get right, especially now the business is growing at such a pace.

The programme you’ll be overseeing will include both on and offline channels. Looking at things like OBTM, direct mail, email. Data capture and use for remarketing and re-targeting purposes performance.

There’s a fair bit of work to do with their data asset too to knock it into shape, but it’s important to note they’re not expecting all of this to be delivered overnight. This will be a role with a journey roadmap ahead of it, and because of their lifestage, will require a lot of sleeve rolling and getting hands dirty to make stuff happen.

You will have commercial objectives to meet. Ensuring promotional marketing efforts are achieving CPA and ROI measures.

In addition to the team, you’ll also be responsible for the roster agencies, which include Data, Creative, Print and Production, as well as budgetary control too.

The company’s in a really good spot and has a very bright future ahead of it. But there’s some really impressive things to achieve here, given the amount of quick wins available. They’re just waiting for you to join them and make it happen.

Key Experience Necessary

• A solid background in CRM / customer marketing in a B2C marketing environment
• You've owned the end to end customer journey piece and been responsible for thinking through strategy and owned execution/operational delivery too
• Able to leverage customer insight data into strategy to inform and drive customer contact strategies and planning
• Experience gained within a large consumer facing business would be beneficial. As would experience working in relational marketing environments/subscriptions type businesses
• Have worked on multi-channel programmes, and understand how to think through and connect customer journeys. Including things like re-marketing and re-targeting strategies
• You’re very much a data centric individual who knows your way around using customer modelling, segmentations and leveraging data insight to drive decisioning

Must be able to live and work in the UK unrestricted.

TO APPLY

If you think you’ve got what it takes, you can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment, Marketing, Digital & Data
Blue Pelican
01892 507122
colin@bluepelican.com

Every application will receive a response.