Smartbox Group is hiring a

HEAD OF CRM - 12 months FTC

Hertfordshire, United Kingdom

HEAD OF CRM - 12 Months FTC

Reporting to: Customer Acquisition Director

Location:       Borehamwood, Hertfordshire

Contract:       1-year fixed term contract

About us

Buyagift and Red Letter Days are the UK Brands for Smartbox Group. The iconic Red Letter Days brand was added to our portfolio in November 2017 – adding additional complexity and challenges to our customer strategy.

We are the UK’s leading gift experience provider.  Our core focus is to deliver happiness to our customers, suppliers, staff and retail partners. We aim to do this by providing industry leading products.

And we have been part of the Smartbox Group since 2009 – the world’s largest provider of experiences. A Smartbox Group experience is purchased every five seconds! 

About the role

We’re looking for a, forward thinking and fun individual who is passionate about customers and our communication with them. You should be confident that you will prove to become one of the main driving forces within our experienced online marketing team.

As Head of CRM you’ll be responsible for delivering the knowledge and understanding of everything relating to our customers and using that knowledge to drive the business forwards. You will be responsible for defining and delivering our Customer Strategy for both our Buyagift and Red Letter Days brands. 

A bit more about the role

  • Your main objective will be to grow sales by implementing a data driven CRM strategy to increase acquisition, retention, reactivation & loyalty through improved segmentation and personalisation
  • Develop and implement strategies for different segments within the RFM Customer Segmentation
  • Develop the VIP Programme to increase retention and drive incremental sales
  • Use a test and learn approach to developing alternative channels e.g. WebPush, Direct Mail and SMS Manage and guide our CRM team (currently three FTEs) to define and deliver our CRM roadmap
  • Maximise the potential of existing customer database and insights
  • Gather all customer insights and translate this feedback into actionable recommendations – NPS, customer reviews
  • Own all customer research
  • Increase customer retention and work with the acquisition team to sign up new customers through multi-channel campaigns
  • Map out the customer journey to identify new opportunities for growth
  • Analyse, report and understand the customer database
  • Drive customer lifecycle actions through mapping out the customer journey and analyse key areas / opportunities of growth

And now a bit about you

  • 5+ years experience in a B2C ecommerce retail environment, managing complex email marketing campaigns
  • Experience in people management
  • Good technical knowledge with previous experience of analytics, ESPs and database query tools
  • Love getting involved and working with your team
  • Are educated to degree level

Our mission

To achieve fast and profitable growth by delighting our customers, providing significant volumes of incremental business to our suppliers and providing a fun & progressive working environment for our team.

Our vision

To reach a stage where there is never a reason for a customer to buy an experience from anyone else. To achieve this, we aim to have the best experience selection, at market leading prices, sold through an industry leading e-commerce platform that is marketed through cutting edge e-marketing techniques.

Want to know what it is like to work at Buyagift and Red Letter Days, come take a look at what our team has to say or check out our company reviews on Glassdoor:

Disclaimer: In applying to this position, you consent to Smartbox Group UK Limited (Buyagift & Red Letter Days) to keep your CV and application details on records and to process your CV internally with relevant departments involved with the recruitment of the advertised position.

Due to the high volume of applications it may not be possible to respond to unsuccessful candidates. Sorry for any inconvenience this may cause

Note to all agencies: We will not be opening this role out to any recruitment consultants / agencies at the moment. We hope that you understand and appreciate this and If anything changes, we will be in touch with you.