Customer Relationship Manager Lead

The Dalmore CRM (Consumer Relationship Manager) lead plays a critical role in leading, developing, implementing, and optimizing the global strategy to recruit, manage and nurture 121 relationships with consumers.

This role involves working with the Brand, Market & D2C Teams to utilise the broad range of on and off-line touch-points to build the size of the Global Dalmore database, and utilizing CRM systems and tools to drive customer recruitment, engagement ultimately contributing to the company's growth and profitability.

The CRM manager needs to be the single source of truth and define and police how the brand and markets interact with consumers once their 1st party data has been collected. They need to offer clear direction across multiple stakeholders both at brand, local marketing and commercial teams on how to build an engagement programme that builds life time value from consumers and ensure that their data is legally compliant across geographies AND that clear connection guidelines are in place to ensure consumers relevant and timely tailored communications that help build equity not just drive sales.

• Strategy Leadership + Development: Develop and execute a consistent yet flexible global CRM strategy to drive target consumer recruitment, increase consumer engagement both globally and at a market/channel level.
• Database Membership Proposition : Define and evolve The Dalmore database Proposition for both World of Whisky and Luxury consumers to drive valuable growth in terms of quantity and quality of data and insights to support the Dalmore growth strategy.
• Membership Growth : Partner with other teams to identify how to exploit all consumer touchpoints (on & off-line) to grow the Dalmore database. Lead and build global best practice and ensure consistent global communication and the embedding of global guidelines.
• Segmentation and Targeting: Partner with Digital Controller, Media lead, key in market stakeholders & Data analyst to analyse consumer data to segment the customer base effectively and tailor communications and marketing efforts to specific customer segments. Partnering with those stakeholders to identify and co-ordinate consumer contact strategy and frequency.
• Campaign Management: Plan, execute, and optimize stand alone CRM campaigns AND global brand campaigns across various channels (email, social media, etc.) to drive customer engagement, recruitment, and retention. Partner with D2C/Market Teams to identify and agree how to use database to support the growth of the D2C channel in relevant markets (initially UK and US) and/or drive consumers to our trade partners. Identify how CRM can add value to existing marketing levers eg events, PR etc. by partnering with relevant stakeholders.
• Budget Management: Manage CRM budget effectively, allocating resources strategically to maximize ROI and achieve key performance indicators (KPIs), and partner with stakeholders to identify how CRM can help other marketing levers add more value eg events, D2C etc.

Skills and experience that will help you be a success:

For this role we're looking for:

• Experience in the FMCG industry, especially in the luxury brands sector, are preferred.
• Proven experience in managing CRM systems and strategies. This includes overseeing CRM campaigns, analysing customer data, and improving customer retention and satisfaction.
• Previous roles that demonstrates the ability to influence senior stakeholders and matrix manage, manage projects, and collaborate with cross-functional departments.
• A degree in Marketing, Business Administration, or a related field is desirable.

We believe that everyone has the potential for growth in our roles!  You may feel you don't tick every box for this role, but if you believe you have relevant experiences that could help you succeed we'd much rather you apply rather than rule yourself out based on any self-limiting beliefs!

Why join us:

We offer a competitive salary, bonus package, car allowance, life assurance, competitive pension, excellent product allowance, 35 days annual leave, plus enhanced family friendly policies.

Our application process:

If you like what you’ve read and want to explore this opportunity further, please apply before the closing date listed at the top of the advert.

Our team read each and every application, therefore you'll hear back from us in due course.

Should you require any adjustments to our recruitment process to help you be at your best then please contact us at HRTeam@whyteandmackay.com and we'll do what we can to support.