Head of Retention & Bonus Investment Insight

The Head of Retention and Bonus Investment & Insight will be focusing in 3 main areas: 

1. CRM optimisation and value creation
2. Bonus/Promotional effectiveness and efficiency, Including modelling
3. Partnering with multiple leaders to drive the commercial performance of our existing customers    

The role is responsible for leading the optimisation of promotional spend for retention, reactivation and cross-sell. This includes all types of CRM/existing customer communications and the allocation and insight around promotional spent, building modelling and best practice as how to maximize our returns from our significant promotional investment.

Leading a team of analysts, you will ensure that best practice campaign evaluation takes place and that they educate the CRM operation on how to structure and set up campaigns to deliver best value to the business.

• Best practice delivery of customer insight solutions in segmentation, predictive analytics, and multi-channel personalisation 
• Implementation and management of bonus optimisation for the brands within the digital business 
• Management of relationships with senior stakeholders, ensuring their expectations are considered and met 
• Ensuring return on investment analysis of new CRM approaches and tools are completed, with feedback on analysis provided 
• Shaping of predictive analytics and segmentation and their use in CRM.
• Owning the optimisation of retention spend and pioneering ways to measure and optimise the performance
• Use of abstract thinking and problem-solving skills to identify business opportunities, with the ability to pin point key problems
• Shape and implement the analytical strategy using best in class CRM analytical technique
• Challenge key stakeholders using data and analytical techniques in order to provide fact based responses
• Gain agreement and support for analytical approaches and solutions among business stakeholders
• Demonstrate the value of your analytical outputs in terms of decision making improvement
• Use scientific research to test, learn and optimise on the key areas of focus
• A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced
• Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working
• A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation

• Previous experience Leading CRM and Analytics teams for well-known brands. 
• Advanced SQL
  
• Senior Marketing professional with extensive experience in Analytics Customer Strategy and Business Intelligence 
• A CRM expert with a track record of leading teams and driving value from customer data 
• Knowledge of statistical analysis and methods employed in CRM and Promottional measurement
• Knowledge of modelling technique and when/where to apply them
• Capability to build, proto and deploy to beta models in a cloud environment such as GCP.
• Python and/or R fluency
• Demonstrate analytical leadership skills and with applying advanced modelling skills to problems
• Experienced Analyst with excellent skills in articulating how analytics and data drive CRM
• Strong presentation skills; able to simplify and articulate complex domain areas to senior stakeholders
• Experience of delivering clear financial KPIS and budget management
• Manage your own time effectively, plan ahead and adopt a methodical approach to your work