Head of customer service Work, Jobs in Kilsyth, Stg (with Salaries)

CRM - Senior CRM & Loyalty Manager
Schuh —Livingston
- Full-time
- Salesforce
- English
- Microsoft Office
- Employee assistance programme
- Employee discount
Service Colleague (Express)
ASDA —Glasgow
- £13.10 an hour
- Part-time
- Employee assistance programme
- Employee discount
14d
Service Colleague (Food Services)
ASDA —Glasgow
- £13.10 an hour
- 12 hour shift
- Food service
- Communication skills
- Employee assistance programme
- Employee discount
14d
Service Manager
Perfect Service Solutions Ltd —Stirling
- £32,000 - £42,000 a year
- Full-time
- Microsoft Excel
- Microsoft Office
- Organisational skills
- Free parking
Quick apply
4d
Customer Delivery Driver
ASDA —Glasgow
- £13.10 an hour
- Part-time
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
Team Leader
ASDA —Glasgow
- £13.10 - £14.10 an hour
- Part-time
- Communication skills
- Employee assistance programme
- Employee discount
Senior Manager - Operational Excellence
Nationwide Building Society —Glasgow
- From £75,000 a year
- Full-time
- Financial services
- Leadership
9d
Business Development Manager
Graham Hygiene Services Limited —Scotland
- £60,000 - £80,000 a year
- Full-time
- Sales
- IT
- Leadership
- Free parking
- Referral programme
Quick apply
Central - Central Merchandiser
Schuh —Livingston
- Full-time
- Hybrid work
- Microsoft Excel
- Analysis skills
- In-person
- Employee assistance programme
- Employee discount
8d
Assistant Digital Merchandiser
Schuh —Livingston
- Full-time
- Microsoft Excel
- Merchandising
- Analysis skills
- Employee assistance programme
- Employee discount
Head of Portfolio Optimisation
SSE —Glasgow
- £120,000 a year
- Analysis skills
- Communication skills
- Employee discount
4d
Head of Procurement and Commercial
SSE —Glasgow
- £80,700 - £121,100 a year
- Full-time
- Employee discount
- Gym membership
6d
Senior Operations Manager
Nationwide Building Society —Glasgow
- From £68,000 a year
- Full-time
- Customer service
- Continuous improvement
- Communication skills
9d
Warranty Administrator
Pentagon Motor Group —Glasgow
- Up to £32,000 a year
- Monday to Friday
- Computer skills
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Customer Service Team Leader
William Hill —Stirling
- £27,941.96 a year
- Full-time
- Customer service
- Supervising experience
- Employee discount
Pharmacy Colleague
ASDA —Glasgow
- £13.10 an hour
- Part-time
- Computer skills
- Annual leave
- Employee assistance programme
5d
Helpdesk Supervisor - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £33,212.48 a year
- Weekend availability
- Management
- Customer service
- Communication skills
5d
Sebastian Aldridge
Vosa TechnoVosa Technology Solutions Ltdlogy Solutions Ltd —Bellshill
- £44,000 - £72,000 a month
- Full-time
- Presentation skills
- Contracts
- IT
Quick apply
8d
IT Support Technician
Eurostampa UK —Cumbernauld
- Full-time
- Communication skills
- Free parking
- Employee assistance programme
12d
Customer Experience Team Member
Schuh —Livingston
- Part-time
- Travel
9d

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CRM - Senior CRM & Loyalty Manager

Schuh -
Livingston

Apply Now

Job details

Full-time

Benefits

Company pension
Employee assistance programme
Employee discount
Flexible schedule

Qualifications

Jira
Salesforce
English
Microsoft Office
Confluence
Contracts
Martech
Microsoft Project
AI
Leadership

Full job description

The Senior CRM and Loyalty Manager is responsible for recruiting and managing a team of campaign and loyalty specialists. An expert in the field of CRM, loyalty and customer marketing - their remit is to lead and own on the Loyalty programme proposition including; maintenance, innovations, projects, performance, reporting and analysis. Additionally, they lead on all customer journeys and mobile messaging all with a goal to increase customer satisfaction and key KPIs including; revenue, profitability, frequency, AOV, APRU and CLTV.
This is a strategic role with an emphasis on delivery and mentoring.
This is a high-profile role with lots of visibility.
Reports to: Head of CRM
Team: CRM & Loyalty team within Digital Remit
Works closely with: CRM Analytics team, CRM Audience and Systems team, Trade Email team, Digital Marketing team, Ecommerce team, Retail, Marketing and Finance.

Desirable Product Knowledge & Experience :

Strong Salesforce experience across SFMC, Loyalty Management and Service Cloud
Loyalty schemesCampaign management
Customer lifecycle journey building
Testing
Project management
Data literate and data driven
Reporting, analytics and insight
Refer a Friend Schemes
Movable Ink/ Personalisation
Mobile Wallet marketing platforms
Google Drive and Microsoft Office suites
Project management tools, Jira & Confluence
Strong understanding of MarTech stack, including platform integrations and data flow

Main Duties & Responsibilities:

Work with Senior CRM and Digital team to define and deliver CRM campaign and loyalty strategy
Lead mentor and support the team to:
Define CRM and loyalty lifecycle stage and deliver campaigns, developing automated and triggered campaigns.
Deliver loyalty programme development and innovations.
Deliver CRM and loyalty led personalisation across email,web and stores.
Deliver customer communications across various channels including email, mobile messaging and web and stores.
Define economic model, tiers, rewards, benefits and promotions for loyalty programmes.
Deliver projects to increase profitability
Deliver day to day management of the CRM and loyalty campaigns and programme.
Define, deliver and QA CRM and Loyalty IT projects.
Troubleshoot issues as they arise
Conduct test and learn activity using MTV and implement learnings (multivariate testing)
Monitor and report on performance and KPIs and share with wider team and business
Increase acquisition, retention, engagement and value of loyalty customers
Define and deliver strategies and tactics to enhance KPI performance
Work alongside the email trade team and act as subject matter expert for campaigns that overlap with CRM and loyalty customers.
Align CRM and loyalty activity with the wider marketing calendar and business goals
Jointly manage and build relationships with CRM and loyalty 3rd parties.
Lead team to communicate, educate and train CX, retail and wider business on CRM and loyalty
Monitor and stay informed of industry innovations and competitor activities
Ensure brand DNA is conveyed in all CRM communications
Enthusiastic to learn and willing to get stuck in
Willingness to travel regularly
Contribute to customer research projects
Contribute to market expansion strategy
Ensure all activity with brands adheres to GDPR policies
Keep abreast of data legislation changes and collaborate with DPO
Understand and comply with the Company's Health & Safety policy and procedures.

Other skills & competencies:

Leadership
Communication
Innovation
Technically minded
Automation
Planning and organising
Project management
Problem solving
Stakeholder management
Confident presenting to stakeholders at all levels
Ecommerce and digital experience
Omnichannel experience across in-store & online
Negotiations and contracts
Forecasting
Personalisation
Multichannel projects
customer journeys
Customer lifecycle management
Cross channel communications
Managing 3rd parties
Testing and QA
Data feeds
AI knowledge and experience
Collaborative
Self starter
Positive, can do attitude
Decision making
Deadline focussed
Influential and good at building relationships
Mentoring
Commercial
Creative
Fashion and footwear industry knowledge
Segmentation
Detail orientated
Accuracy
Clear sense of priorities
Multitasking
Excel
Numerate
MTV testing
Strong command of English language
Data Analysis and insight
Data storytelling/ contextualising data
Data visualisation
About the perks/benefits
Up to 40% product discount for you and your loved ones
34 Days holidays
Your birthday off to celebrate you
Flexible working hours / contracts to work when suits you
Perk platform for hundreds of discounts
Manage, save and access your wages as you earn them to get paid your way
Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services.
A pension scheme to help you save for the future
Development and progression opportunities across store and Head Office
Opportunity to be a part of our company Purpose Groups

About schuh

At schuh we are the ‘Same but different’.

By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves.

This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly.

We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process.

Our Talent Acquisition Team will work as quickly as possible to review your application. In the meantime, if you have any questions or would like any additional information at all, please contact [email protected]

#INDHP

Apply Now

Refine Your Search

head of customer service jobs in kilsyth, stg

CRM - Senior CRM & Loyalty Manager

Service Colleague (Express)

Service Colleague (Food Services)

Service Manager

Customer Delivery Driver

Team Leader

Senior Manager - Operational Excellence

Business Development Manager

Central - Central Merchandiser

Assistant Digital Merchandiser

Head of Portfolio Optimisation

Head of Procurement and Commercial

Senior Operations Manager

Warranty Administrator

Customer Service Team Leader

Pharmacy Colleague

Helpdesk Supervisor - Glasgow Head Office

Sebastian Aldridge

IT Support Technician

Customer Experience Team Member

I want to receive the latest job alerts for head of customer service in kilsyth, stg

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