Euroflorist has the ambition to become The Superstar of online flower delivery. Therefore, Euroflorist Group Marketing, is looking for an experienced Head of CRM to help us bring about a step change in the experience we deliver to our customers. The position as Head of CRM is a new role at Group Level within Marketing and will report to Group CMO. The CMO operates from the office in Malmö, Sweden but placement of this role is flexible, we have offices in Southampton, UK, in Amsterdam, the Netherlands, and in Warsaw, Poland.
The Head of CRM will play a major role in delivering the strategy 2022-2025 with a high sense of urgency and a focus area for the Group Leadership Team. It is a position with high visibility and an opportunity to lead and create new ways of working in a matrix organization.
Key objectives
- Develop the customer journey for retention, growth, NPS and re-activation life cycle campaigns in line with the new brand platform and communication
- Work with the business to ascertain the CRM platform requirements (Customer Services and B2C Marketing) and finding the right CRM platform partner
- Own and manage the development and deployment of the CRM strategy through our CRM platform working alongside the local CRM Managers business
Your everyday challenge
The role is responsible for the Group Level strategical perspective and needs to co-operate through the Regional Directors and local CRM managers to be able to implement new processes and routines.
As this is a new role it will require work across multiple functions to establish relationships and new ways of working to ensure success, and the budget is currently divided locally in the business regions and as Head of CRM you will need to evaluate the best and most effective options.
Below are the responsibility areas
- Foster a culture of innovation, test and learn resulting in ongoing optimizations of all activity and an optimal customer CRM experience
- Work with the Business Intelligence team to continually evolve audiences and how best to maximize engagement
- Work with internal/external partners to improve our data on customers
- Work with customer services in helping them reduce contact ratios, identifying reasons for contact and adapting communication based on the customer
- Keep up to date with new technologies including AI and propose recommendations for further enhancements to our CRM activity
- Working closely with the local e-commerce teams to build and execute online retention initiatives (e.g. Customer Accounts, Loyalty Programs, Flower Subscriptions)
- Close co-operation together with the newly appointed CRM platform Project Manager that reports directly to the CTO in the IT organization. The Project Manager is responsible for rolling out the new system
- Identify opportunities to cleanse customer data, capture preferences and managing communications in line with customer expectations
- Work with the GDPR team to ensure that new systems continue to safeguard customer data
- Ensure KPIs are met and regularly review campaigns against these
- Ensure knowledge is up to date and shared with key stakeholders
- Work closely with Group CMO and Head of Marketing in each region to support the launch of the new Euroflorist brand, brand strategy and communication
Background and experience
- A minimum of 7-10 years of experience within CRM/from a role with similar responsibilities
- Bachelor’s degree in Marketing, Business Administration, Information Technology, Media and Communication, Economics, or another related field.
- Solid experience and demonstrated achievements in leading, developing and rolling out CRM strategy/Loyalty programs. Track record in improving NPS and Customer Retention.
- Broad knowledge of E-commerce. Experience from working both strategical and operational from, preferably, various E-com companies
- Deep knowledge of modern digital marketing technologies and solutions
- Genuinely interested to always keep yourself up to date with latest developments within CRM
- Experience from working at Group Level implementing new processes in the organisation
- Experienced in leading international, cross-functional teams or projects across organizational boundaries
- Experience in Stakeholder Management
- Commercial mind-set and knows how to set up, as well as, delivering on targets
- Worked in a matrix organization
- International experience
- Fluent in English, other relevant European languages is meritorious
We Offer
We offer the right person the possibility to contribute to building up the new Euroflorist of tomorrow and to be part of making history in the eCom business with a compatible salary. At Euroflorist you will have the chance to work in a multicultural international environment where we are always helpful, take ownership and we grow people alongside our core business. We do so by acting with clarity, simplicity, through teamwork and action. Our purpose is to deliver emotions that matter, and you will for sure contribute to this!
Are you the one we are looking for? Apply now by submitting your application as soon as possible as selection is ongoing. Please note that, due to GDPR, we are not able to accept applications by e-mail. For more information about the position or the process, please contact Magdalena Ihre at magdalena.ihre@novare.se or Sofia Dippel at sofia.dippel@novare.se.
