Head of CRM & Loyalty Near Andover £100,000 -110,000k • • Please note, you will be required to be in the office 2 days per week • • • • The business is looking for people with extensive experience client side, unfortunately 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. Key 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.