Head of CRM

Salt’s client, a Leading Financial Institution is in search of an experienced Head of Digital CRM to harness the power of their CRM technology and lead in the upskilling of their teams to provide a best-in-class customer experience through communications journeys across multiple touchpoints.

This minimum 3 month (room to extend), hybrid working contract role will have a heavy focus on customer experience and value proposition, you will lead their efforts to get the most out of their Salesforce Marketing Cloud capabilities and empower their central and regional (APAC/US) marketing teams to provide a step change in their digital CRM output.

Key Role Requirements:

• Develop and implement the CRM strategy to empower the central and regional marketeers to develop best-in-class CRM programs across multiple touchpoints including email, SMS, push and in-app.
• Ensure that the team are getting the most of the Salesforce Marketing Cloud technology and studios including Email Studio, Mobile Connect, Journey Builder, Einstein and Datarama.
• Ensure a testing and optimisation program is embedded across the CRM to ensure consistent improvements.
• Report on the success of CRM against set objectives and KPIs
• Ensure the team are delivering effective regulatory and legal communications for the business, and managing processes and internal communications for fast and efficient delivery.
• Effectively manage stakeholders across the business from various departments

Key Skills Required:

• Experienced in managing a digital CRM or communications department
• Possess an in-depth and working knowledge of Salesforce Marketing Cloud and its studios including Email Studio, Mobile Connect, Journey Builder, Einstein and Datarama.
• Hold demonstrable experience of designing best-in-class digital CRM programs
• Be an experienced manager with proven experience of managing a large offshore team and dealing with multiple stakeholders across the globe
• Proven experience of upskilling delivery teams
• An understanding of delivering digital CRM in a regulated environment
• Flexibility in schedule to attend occasional virtual meetings on APAC/US timezones