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Head of CRM | Cheshire, NorthWest Based | Generous Package! | Consumer Brand We are proud to be partnered with a leading consumer brand as they look for a brand-new Head of CRM to join their team. They are seeking a strategic and data-driven Head of CRM to lead the development and execution of a next-generation customer relationship management strategy. This role will be central to driving customer engagement, retention, and lifetime value through the intelligent use of CRM data, marketing automation, and personalised customer journeys. The business is undergoing an exciting digital transformation, creating a unique opportunity for an experienced CRM leader to shape the roadmap, bring fresh ideas, and establish CRM as a major growth driver. Responsibilities: Strategy and Leadership • Define and execute CRM strategy to drive engagement, segmentation, and personalisation, • Lead and inspire teams while fostering collaboration and accountability, • Partner cross-functionally to deliver seamless customer experiences, • Oversee transformation, ensuring optimisation and data integrity, • Develop segmentation strategies and execute automated multi-channel campaigns, • Build a single customer view to enable personalisation and journey optimisation, • Analyse CRM performance, using insights to refine strategy and maximise ROI, • Collaborate with analytics partners to generate insights and evolve lifecycle programmes Requirements: • 8+ years of experience in CRM, digital marketing, or CRM software administration, with at least 3 years in a leadership role., • Strong expertise in CRM and marketing automation platforms., • Proven track record of building and delivering CRM strategies that drive customer retention and revenue growth., • Deep understanding of customer segmentation, lifecycle marketing, and personalisation strategies., • Familiarity with data management, integrity, and transformation projects., • Analytical mindset with proficiency in CRM and business intelligence tools. Technical knowledge of SQL, HTML, CSS or machine learning a plus., • Strong communicator with the ability to engage and influence stakeholders at all levels., • Experience thriving in a fast-paced, digital-first environment and comfortable introducing new ideas and approaches., • Must come from Retail or D2C Ecommerce/ Online Fashion/ Beauty type or Pure Play Business! This is your chance to: • Lead and shape the CRM function through a major transformation, • Build advanced segmentation and personalisation strategies on a modern platform, • Make a measurable impact on customer engagement, retention, and growth, • Lead and build a CRM team in your image in a major brand! We are looking forward to receiving your applications! BBBH34385

About Us: We are a multi-award winning pub and bar operator, managing circa1,300 leased and tenanted pubs across the UK. We focus on preserving and enhancing the great British pub, creating vibrant community hubs where everyone is welcome. We offer flexible agreements for publicans, including tenancy and management partnership contracts, ensuring we support every step of the way. Due to our extensive growth plan, we are excited to offer this new role within our established Locals Team. Role Purpose We love pubs and our Management Partners (MP’s) are at the heart of delivering epic consumer experiences. Operations Managers are at the forefront of developing awesome pubs for the community, inspiring our MPs to unlock our shared vision. Operations Managers think big, innovatively, and commercially inspire our MP’s. Our OM’s generate sustainable sales and profitability, as well as converting those sales to profit through excellent pub controls and disciplines. Accountabilities • Attract, recruit, develop and retain 5* calibre MP’s., • Achieve and manage the roles key performance indicators such as budgeted sales, margin and profit whilst ensuring high levels of compliance and operational excellence., • Support and encourage MPs to build a talent pipeline of potential MPs via our ‘Pathway to Partnership’ programme., • Use The Exceptional Candidate Journey Guide to support a behavioural interviewing technique that focuses on the person as well as the skillset., • Effectively deliver the MP Lifecycle of, Selection, Onboarding, Growth, Support and Business Improvement., • Take responsibility for actions, projects and people, initiates action and generates activity., • Take pride in and ownership of the ‘MP Onboarding Journey’ to set MP’s up for future success by ensuring they have the basics covered, are safe and compliant and can forecast appropriately., • Be an advocate with MP’s for ‘Progress with Punch’ and our PATHS learning programme for themselves and their team., • Provide MPs with a clear sense of direction and take time to explain how they can contribute to the business goals., • Commit to meet and exceed guest expectations by providing great service and standards., • Drive an exciting sales led culture across all pubs – maximising all sales opportunities., • Drive the area to achieve long term profitability whilst ensuring all targets and KPIs are achieved., • Deliver Operational excellence across all Pubs maintaining high standards across the operational basics., • Demonstrate a willingness to embrace fresh ideas, overcoming internal and external barriers to deliver a premium service for Punch guests., • Proactively evaluate MP performance by analysing and interpreting data and metrics., • Identify areas for improvement and development not afraid to think differently whilst not being afraid challenge procedures and processes for the benefit of Punch and our Pubs., • Exploit commercial opportunities to develop profit growth., • Challenge the norm! Look for efficiencies in process and procedures for the benefit of the MP’s pub and the wider business., • Proactively build strong relationships with a wide network of people across the industry within your geographical area to connect with 5* MPs of the future., • Take a leadership role, organise resources and steer others towards successful objective accomplishment., • Lead and develop MP skills within your region as a key focus for growth., • Translate the company strategy into action and achievement., • Communicate clearly and influence and persuade others to achieve a win-win for all parties., • Focus on professional and personal learning and development to enhance existing skill and knowledge base, • Develop and implement processes to engage with our MPs to provide support, education, and challenge where we are needed., • Engage with, support delivery of and promote centrally facilitated courses available to MP’s., • Show enthusiasm and maintain energy and commitment in the face of setbacks and pressure., • Maintain high professional standards and show commitment to the Punch brand., • Priortise and effectively manage workload, • Utilise planning skills to identify actions and objectives and clearly articulate them., • Working together as a team to develop a clear and structured operational plan that mobilises the entire business., • Identify areas for improvement and development not afraid to think differently whilst not being afraid to challenge procedures and processes for the benefit of Punch and our Pubs., • Drive accountability through clear supportive direction and with a focus to achieve more., • Enforce retail disciplines and ensure their implementation., • Successfully deliver change programmes through positive reinforcement, support, and challenge, • Reduce Operator failures by staying close to the reality of business and reacting quickly and proactively with business support to the appropriate Operators., • Ensure there are clear MP calibre development plans supported by a performance management culture. Key Relationships • Head of Operations, • Operations Director, • Management Partner (Pub Tenants), • Operations Managers, • Managing Director, • People Team, • Property Team, • Marketing Team, • Food Team Recruitment Manager Person Specification – Technical Competencies/Professional expertise • Excellent interpersonal skills – with the ability to build strong relationships., • The ability to lead others through high challenge and support., • Delivers high standards of performance and delivery., • Develops and communicates a clear vision to succeed., • Resourceful and resilient, • Excellent team player, • Three years’ experience in a customer facing multi-site management role., • Sound Commercial and Business Acumen Experience, • Computer literate – intermediate in Microsoft Word, Outlook and Power Point and advanced Excel, • Numerically competent with experience of Profit & Loss, cash flows and business accounts, • Full GB Driving License What's in it for you? • Competitive Salary, • Performance Bonus, • Car Allowance, • Pension and Life Assurance, • Private Healthcare, • 25 Days holiday + Bank Holidays, with an options to buy or sell, • Career progression and development opportunities, • Subsidised staff canteen, • Pay Day Drinks, • On-site Training Academies, • Well-being benefits and Employee Assistance Programme, • Retail and Leisure Discount Scheme, • Pub Discount Scheme, • Long Service Awards, • Lots more!

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