Head of CRM and LoyaltyNear Andover

Please note, you will be required to be in the office 2 days per week

The business is looking for people with extensive client-side experience; agency-side candidates will not be considered

A growing retail business is seeking a Head of CRM and Loyalty to lead their customer engagement strategy and drive step-change improvements across multi-channel communications. Reporting to the Marketing Director, you’ll be responsible for building a high-performing team, shaping the CRM roadmap, and delivering personalised, loyalty-focused experiences that maximise customer lifetime value.

Responsibilities

Lead a multi-channel CRM team, managing email, direct mail, automation, and emerging channels.

Develop and execute the CRM strategy, leveraging segmentation and data-driven insights to drive engagement, revenue, and loyalty.

Partner with marketing, operations, and tech teams to optimise CRM platforms and future-proof martech capabilities.

Implement test-and-learn approaches, continuous optimisation, and innovation in all customer communications.

Influence senior stakeholders, presenting insights and strategy to shape business-wide decisions.

Coach and develop your team to ensure a high-performing, collaborative culture.

Requirements

10+ years’ experience in CRM, personalisation, or loyalty strategy.

Proven track record of leading teams through transformation or change.

Strong commercial acumen and analytical mindset.

Excellent stakeholder management and communication skills, able to present complex insights clearly.

Experience with CRM platforms, martech integration, and multi-channel campaigns.

Seniority level

Director

Employment type

Full-time

Job function

Marketing

Industries

Retail, Retail Apparel and Fashion, and Wholesale Building Materials

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