Head of CRM London, England

Kingfisher

Full Time London, England 10.56 - 12.04 GBP Today

Job description

Overview:

We’re Kingfisher. You might know us as B&Q, Screwfix, Castorama, Brico Depot or Koçtaş. We’re made up of over 77,000 passionate people, over 1,300 stores and operating in 9 countries. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. That’s where you come in. We are looking for talented, digitally minded pioneers to come and join our fast-growing team. Here, you’ll discover an environment where creators and innovators come together to shape the future of home improvement.

What's the job?:

Develop & deliver both a portfolio and per banner retention, repeat purchase and rejuvenation strategy. You will leverage data across the group as well as both established and innovative approaches.
Develop &deliver a retention, repear purchase and rejuvenation measurement and maturity framework to demonstrate progress both commercially and in terms of maturity
Provide business cases that reduce dependency on paid media demonstrating (for example,) how existing customers can be suppressed from paid channels, engaging via owned channels
Partner with our colleagues in product, trading, content, marketing automation, data, performance marketing and within our banners in order to deliver profitable growth from retention, socialising wins and opportunities across the group
Cascade innovations in your domain for instance AI/ML while ensuring compliance with all local and global data privacy requirements
Design, build, and optimise a retention, repeat, and rejuvenation measurement framework with a set of dashboards visualising baseline performance, ROI, growth and progress in maturity
Design and build a retention competitor intelligence framework and dashboard, cascading insights to colleagues in both banner and group
Own the retention growth backlog across our banners, prioritising to deliver rapid incremental profitable growth
Collaborate with our colleagues in performance marketing to ensure a commercial design led, integrated approach across all prospective customers and customers aligned to their need state
Collaborate with colleagues in banner and product to showcase retention, repeat, and rejuvenation wins as well as entering relevant industry awards
Advise on additions to our agency roster, recruiting a retention and rejuvenation specialist if necessary
Providing thought leadership as to the benefits of a data drive retention approach from a growth and customer experience perspective

What we need::

Experience as a Retention subject matter expert, including leading strategic direction & delivery of; Retention, Repart, and Revenation specific prioritised growth plans,
Demonstrable experience of delivering profitable growth via retention, repeat purchase and rejuvenation within an omnichannel business
Prior experience of working with specialist partners to understand Kingfisher performance vs. competitors as well as latest innovations while ensuring and promoting compliance with global and regional data privacy requirements
Extensive experience of working in an agile, fast paced environment with experience of taking an OKR (Objectives & key results led approach)
Proven experience of working within cross functional teams as a subject matter expert, providing domain expertise to non-specialists
Experience of working in a multi-national group environment with proven success of building effective ways of working between central and local teams; aligning action plans and facilitating sharing of best practice across multiple remote teams
Exceptional presentation and communication skills, with ability to energise senior stakeholders in relation to ongoing investment in your domain, as well as ensuring integration with acquisition engagement and loyalty initiatives
Prior experience of multichannel Marketing/Experience automation
Working knowledge of performance marketing channels & customer experience
Experience of designing and implementing a retention and rejuvenation growth measurement framework demonstrating ROI and contribution to other channels including instore.
CDP experience, ideally Tealium, highly preferred.

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