Head of CRM

As the Head of CRM at Multiverse, you will co-create and manage a scalable communications system alongside our Tech team, lead a dynamic CRM team in testing and optimizing campaigns, and serve as the key subject matter expert on CRM marketing for executive leadership. You'll also develop strategies focused on customer and learner retention, collaborating with various departments to address challenges and drive growth.

To qualify for the Head of CRM role at Multiverse, you're expected to possess over 8 years of experience in CRM or lifecycle marketing, with a strong focus on leading teams within a tech-driven environment. Additionally, expertise in managing marketing automation systems, alongside analytical skills to interpret data and guide decisions, are crucial for excelling in this position.

The Head of CRM role is central to Multiverse's mission of providing equitable access to economic opportunities. By managing a robust communications strategy and ensuring effective engagement with users and customers, you help facilitate connections between potential apprentices and transformative job opportunities, thereby directly influencing how professionals access education and employment.

Multiverse offers a comprehensive benefits package for the Head of CRM position, including 27 days of holiday, 7 additional days for life events and volunteering, private medical insurance, and access to wellness resources. Employees also enjoy hybrid work options, vibrant team events, and a commitment to diversity, equity, and inclusion in the workplace.

The culture at Multiverse is dynamic, collaborative, and mission-driven. As the Head of CRM, you will be part of a diverse team that's not only committed to professional growth but also passionate about making a meaningful impact in people’s lives. You'll find an environment that supports innovative thinking, values every contribution, and emphasizes work-life balance through flexible working arrangements.

To approach creating a scalable communications system, I would start by conducting a thorough needs analysis in collaboration with the Tech team. Mapping out user journeys and identifying key touchpoints are essential. I would prioritize the integration of data analytics to continuously refine communications based on user behavior and feedback, ensuring the system aligns with both customers' and organizational goals.

In my previous roles, I've managed multiple marketing automation systems, focusing on their setup, workflows, and custom content capabilities. I've overseen campaigns that leverage dynamic content for personalization, resulting in higher engagement rates. Sharing specific metrics around campaign performance would demonstrate my effectiveness in utilizing such systems to enhance customer experiences.

Effective customer retention strategies I have employed include personalized communication based on customer behavior, ongoing education and training initiatives, and creating feedback loops to engage customers continuously. I prioritize understanding customer needs and adapting our messaging to ensure relevancy while driving long-term loyalty.

Staying updated on data protection and privacy regulations entails following key legal resources, subscribing to relevant newsletters, and attending workshops or webinars hosted by experts in the field. Maintaining open communication with our legal team also ensures our practices comply with the latest standards in both the UK and US.

A successful campaign I led involved targeted segmentation where we utilized customer data to create tailored messaging for different segments. By employing A/B testing, we maximized engagement rates, achieving a notable increase in conversions. The key to its effectiveness was our rigorous data analysis both prior and post-campaign, allowing us to refine our strategies continuously.

My leadership style is collaborative and transparent. I believe in empowering team members by fostering an environment where innovative ideas are encouraged, and where team members can take ownership of their projects. I prioritize consistent feedback and recognition as I guide my team towards achieving our collective goals.

To address a communication breakdown, I would first seek to understand the root cause by gathering insights from all involved departments. Then, I would facilitate a meeting to create an open dialogue, encouraging teamwork and finding a resolution together. Following that, I would implement regular check-ins and updates to ensure clear communication channels moving forward.

I track key metrics such as customer engagement rates, conversion rates, user retention metrics, and the ROI of CRM campaigns. Analyzing these metrics helps gauge the overall effectiveness of our communications strategy and informs future decisions for continuous improvement.

Personalization can be achieved through segmentation based on user behavior, preferences, and demographic data. Utilizing software to dynamically adjust messaging and content is key, alongside leveraging data analytics to continually refine those segments to make them more effective as trends and customer needs evolve.

I chose to apply for the Head of CRM position at Multiverse because your mission aligns closely with my personal passion for creating equitable opportunities through innovative education. I’m inspired by the prospect of leading a talented team and leveraging my marketing expertise to help shape communication strategies that truly impact users’ lives positively.