Head of CRM

Pierce AB - Riders in Ecommerce

Stockholm

During 2020 Pierce was selected as one of ‘Sweden’s Best Managed Companies’ by Deloitte in partnership with Nasdaq and was recognized as a 'D-Award' finalist as a top-3 e-commerce player in Sweden. During 2021, Pierce concluded an IPO and listed its shares on Nasdaq Stockholm's main market. It started with a passion for our sport, was driven by the enthusiasm of our staff and we still dare to reach out for more with love and dedication for our customers. Join us on our quest to become the most admired retailer within the motorcycle industry and shape the way motor enthusiasts shop by offering a state-of-the-art online shopping experience built on passion, professionalism, and a good dose of rebellious spirit. We are now looking to recruit a Head of CRM - a crucial role that will help us drive sales and further establish an excellent relationship with our passionate customers!

About the role

At Pierce customer relationship management is a key element of our day-to-day commercial operation to acquire, engage and retain our customers. As Head of CRM you are responsible for making the customer communications engine run and continuously improve it. You have a strong commercial drive and love hitting targets combined with a deep interest in customer marketing to enable relevant communication and offers to every customer to grow our customer base. You are passionate about delivering a unified customer communication experience as well as understanding the end-to-end customer experience. You will work across several teams and functions, so you have a strong ability to set direction and lead others, also when you don’t have the formal authority. We currently run some 40 high-volume local sites across Europe, so you enjoy simplifying complex processes. You believe that the key to success lies in the strength of your team, so you invest in developing and coaching your team continuously.

You will report to Director of Sales & Marketing, and be a part of the Sales & Marketing Leadership Team.

Key Responsibilities:

  • Own and drive Pierce’s CRM and Loyalty agenda, both strategically and operationally across our 3 pan-European online stores (24MX, XLMOTO and Sledstore)
  • Lead the Customer Relationship Management team, with 2 reports
  • Take full ownership of CRM tech stack and continuously evaluate and improve this area
  • Analyze customer data to define key segments and map out customized communication plans to improve engagement and loyalty, i.e. drive programs for Acquisition, Bonding, Retention/Loyalty, and Win-Back
  • Continuously optimize and develop all CRM activities through data analysis, A/B-testing and creative thinking
  • Create, maintain, and improve data management processes and accuracy to be able to execute on cross channel customer communication
  • Lead Pierce day to day Customer Marketing activities
  • Work closely with other functions such as Marketing, Campaign, Performance Marketing and BI teams to identify and target our passionate customer group with relevant campaigns and offers
  • Provide inputs for commercial budget planning 
  • Be a part of the Sales & Marketing Leadership Team 

Requirements

  • 7+ Years work experience where of: (3+ years experience working hands on with CRM activities) (3+ years experience in muliti market/language e-commerce) (3+ years experience leading marketing/sales teams)
  • Strong commercial drive, having the ability to relate marketing activities to revenue, gross profit or contribution effects. 
  • Solid understanding of complex technical environments – you need to be able to connect the dots! Experience in working with BI environments to extract customer data would be beneficial 
  • Very good understanding for how technology and automation can drive efficiency and effectiveness in B2C sales 
  • Ability to drive analysis work for marketing channels and identify cause-effect relationships 
  • Strong communication skills sharing strategy with business stakeholders and breaking it down to operational team
  • Proven experience managing both technical and non technical projects in cross-functional team environment 
  • Experience in Emarsys, Voyado, or other leading ESPs (Emarsys preferred) 
  • Experience from the motor industry is highly valued but not essential

Intresserad?

Sök jobbet så snart som möjligt. Vi jobbar kompetensbaserat och önskar inte personligt brev. Istället svarar du på några korta frågor vid din ansökan, och bifogar din LinkedIn profil alternativt CV.

Vid frågor om tjänsten eller rekryteringsprocessen är du välkommen att kontakta Pierces samarbetspartner Beyond Retail, Gustav Lundström på 076-3268644 och gustav@beyondretail.se

Is this you?

Great, let us know that you'd like to hear more by applying below.
If you have any questions you are more than welcome to contact Gustav.

Gustav Lundström

Search Associate gustav@beyondretail.se

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