Company Description

We’ve flown everyone, and everything, from red-carpet stars to red ketchup sachets, and priceless art to Premier League football teams. Whether it’s private jets, commercial aircraft or cargo, as Head of CRM you’ll get to work across the lot.

We’re offering an opportunity to be part of a hardworking, creative and passionate team, based in our Surbiton Head office for up to 12 months on a Fixed Term Contract. We’re looking for someone that’s passionate about CRM, who is highly motivated and has excellent attention to detail.

Job Description

As Head of the CRM Team, you will be responsible for developing and implementing strategies to build and maintain customer relationships. From managing customer data, leading the email spaneting team, overseeing print spaneting and branded promotional material, and analysing key performance metrics, you will ensure all CRM operations run smoothly and effectively. Duties will include but are not limited too:

• Directly manage a team of 3, plus you’ll support our international regional spaneting managers with their CRM campaigns.
• You’ll be the go-to person on CRM, liaising with cross-functional teams (sales, spaneting, data) to advise on best practice, strategy, and to ensure a consistent customer experience.
• Oversee the email spaneting team, ensuring the email spaneting schedule is accurately delivered for all divisions and across 30+ global offices, and all campaigns are optimised and tailored to regional requirements.
• Oversee spaneting automations, ensuring these are optimised and running effectively.
• Oversee print spaneting, ensuring effective delivery of the strategy for global print collateral, brochure production and branded promotional materials.
• Working closely with our campaigns/product team, ensuring we support multi-channel campaigns across CRM channels.
• You’ll manage our Salesforce relationship, managing contracts and leveraging the platform’s capabilities to enhance customer experience
• Working closely with our third party Salesforce Partner Agency to implement new strategies and provide Salesforce support services.
• Analysing customer data, identifying trends and opportunities, and present back to internal stakeholders.
• You’ll define and monitor key performance metrics, ensuring the CRM program is optimised and consistent.
• You’ll manage and review annual CRM budgets

Additional Information

• Fixed Term Contract - Up to 12 months
• Free breakfast, lunch and snacks in our onsite canteen "The Hangar"
• 22 days holiday per year which increase with length of service
• Cycle to work scheme
• Private healthcare and pension
• 2x giving back days per annum

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DIVERSITY & INCLUSION: Air Charter Service Inc. is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Qualifications

• Minimum of 5 years’ experience in CRM at a senior level - Essential
• In-depth knowledge of CRM systems and best practices (Salesforce knowledge a bonus)
• Experience managing a team
• Experience managing customer data and data segmentation
• Strategic and analytical thinker, with an understanding of data-driven decision making
• Excellent attention to detail, with an eye for creativity and engaging copy writing
• Excellent communication and interpersonal skills
• Positive and energetic