Head of CRM (Maternity Cover)

Head of CRM (Maternity Cover)
- Role title: Head of CRM. Aka, Captain of Customer Connections. 
- Role type: Full-time, 12-month contract
- Line manager: Marketing and Performance Director
Where you’ll be working:
- Primarily based in Ipswich
- Occasional travel for client meetings or events
- In-office presence at least 3 days a week
Who you’ll be working for:
- A globally recognised digital marketing agency 
- Award-winning agency with a diverse and talented team
- Collaborative approach with a focus on integrated marketing strategies
Duties:
As the Head of CRM, you will lead the customer experience function, managing the CX team and ensuring the delivery of client CX strategies. Your role involves:
- CX Delivery: Execute and guide the team in implementing CX strategies, including strategy ideation, campaign set up, optimisation, audit work, and consulting.
- Team Management: Lead the team, ensuring clarity in tasks, utilisation, and hitting performance targets. Conduct regular internal ‘Scrums’ for quality planning and execution.
- Team Coaching, Training & JDs: Lead Personal Development Plans (PDPs), one-to-one coaching sessions, and ensure up-to-date job descriptions for your team.
- Client Business Plans, Strategies & KPIs: Understand client needs, align objectives, and set KPIs to create robust client CX strategies.
- New Business: Identify growth opportunities and actively contribute to tenders and pitches for new business.
- Cross Channel Collaboration: Work closely with Lead Specialists, Heads, and Directors to share initiatives, win pitches, and evolve agency-wide processes.
- Up-to-date Knowledge: Stay informed on industry trends, tools, news, and tactics to ensure the team's up-to-date knowledge.
- Quality assurance: Ensure all work meets high-quality standards for clients and internal stakeholders.
- Processes & Standards: Document, evolve, and align processes within the handbook and channel productisation.
What we’d like to see:
- Formal leadership training or experience managing medium-large sized CX/Email teams.
- Basic knowledge of HTML, CSS, Javascript, and popular CMS Frameworks.
- Established industry reputation, network, and thought leadership.
- Ability to conceive and execute tools, content ideas, and thought leadership.
What we’ll offer you:
- Bespoke benefits package, including 30 days annual leave, loyalty bonus, individual performance bonuses, conference and training budget, life assurance, and more.
- A supportive and collaborative work environment with regular company socials.
What to expect after you apply:
- We read every application and contact shortlisted candidates.
- Successful candidates will have a chemistry call followed by the next stage of the interview process.
- If not contacted within two weeks, consider your application unsuccessful. Keep an eye on our careers page for future opportunities.
We are committed to equality of opportunity, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships