Head of CRM

As the temporary leader of our CRM team covering the maternity leave of the Head of CRM, your primary responsibility is to ensure a seamless transition and maintain the high standard of service and technical output for our diverse client base.

Client Responsibilities

• ? Manage client expectations and account performance

• ? Ensure the delivery of a high standard of service to maintain client satisfaction

• ? Address technical implementation and daily delivery on key client accounts

• ? Temporary responsibility for departmental client retention

• ? Act as the point of escalation for clients, raising significant issues to the Client Director

• ? Devising solutions to client issues

  Technical Responsibilities

• ? Lead in developing our technical service offering

• ? Apply best practices across the agency

• ? Stay updated on industry developments and share relevant knowledge with the team

• ? Provide technical support for the CRM team

• ? Work closely with the Online Ads team to make sure campaigns are aligned

  Management Responsibilities

• ? Manage the CRM team during the maternity leave period (Johnny and Juliana)

• ? Uphold agency vision and values as a leader

• ? Develop team members' skills, agreeing on and supporting objectives

• ? Collaborate with other senior leaders to ensure effective communication across

  departments

• ? Identify skills gaps within the department and propose internal training programs

• ? Deliver quality feedback to aid personal development and team growth

• ? Manage resources effectively

  Commercial Responsibilities:

• ? Collaborate with the Client Director to maintain and grow client revenues and profitability during the maternity leave period

• ? Ensure the identification and pursuit of upsell opportunities by the team

? Support the New Business Director in pitch strategy

Handover and Transition:

• ? Facilitate a smooth handover process at the end of the maternity leave period, ensuring a comprehensive transition of responsibilities back to the Head of CRM

• ? Document and communicate key client information, ongoing projects, and departmental updates to ensure continuity

• ? Collaborate with the returning Head of CRM to ensure a seamless reintegration into the role

• ? Provide support and guidance during the transition period to ensure a successful handover

  Skills and Experience:

• ? Proven client management skills with a focus on satisfaction, retention, and issue resolution

• ? Demonstrated technical leadership in CRM, staying current with industry best practices

• ? Successful team management experience, fostering skill development and effective

  communication

• ? Strong organisational and communication skills for facilitating smooth transitions and

  handovers

• ? Proficiency and experience with Klaviyo for effective email marketing execution

• ? Familiarity with Google Analytics 4 for data-driven insights and performance tracking

• ? Additional experience with Funnel, Northbeam, or Google Looker Studio is a plus

  Cover Duration:
  The duration of this maternity cover position is currently unknown and will be contingent upon the return of the Head of CRM.