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Head Of Crm

Michael Page - Melbourne, VIC

Source: uWorkin


An exciting opportunity to join a leading omni-channel health care provider who are going through a large scale marketing and brand transformation. Reporting into the CMO this is a key role within the business

Client Details

I have partnered with a leading omni-channel health care provider who are working towards providing world class service and industry-leading solutions to their customers. You will be joining a commercial and data led Marketing team who are investing in their customer lifecycle, improving acquisition and retention of customers. This is a fast paced and lean environment that suits someone who can operate in an end to end role. My client boasts a family first and flexible approach to their working environment. They are a customer focused business that are embarking on an exciting transformation agenda.

A company that is passionate about its values of being customer devoted and are in the pursuit of everyday excellence.


As the Head of CRM you will be reporting into the CMO and leading a team. The Head of CRM will define, design and implement a robust CRM strategy to manage the customer end to end life cycle with the objective of acquiring and converting new leads and retaining existing customers across all CRM channels including, an in-house and external contact centre, letters, email and sms.

Main focus is to:

  • Manage the CRM / DM strategy and annual activity plan that supports daily business performance
  • Manage and optimise the customer end to end journey and communications working alongside the Brand, Digital and customer facing teams
  • Plan and deliver CRM strategies that enhance customer retention and customer loyalty
  • Enhance the CRM platform structure and architecture ensuring it works seamlessly and captures all required information at key points in the customer life cycle
  • Plan and execute direct communication campaigns with the customers through a strong mix of direct marketing channels with a high focus on telemarketing
  • Ensure the database is segmented effectively for targeted marketing activities


To be considered for this role you will have a proven background CRM from the following industries; Retail, Automotive, Luxury, White/Consumer goods or Telco

  • Previous experience in a similar Head of CRM role

  • Direct Marketing experience preferably in a complex retail environment

  • Ability to operate in a hands on role and lean environment

  • Experience in working across a complex business and/or multi-store business

  • Excellent stakeholder management, ability to work cross functionally and with a global team

  • Team Management Experience

  • Sound Financial & Business Acumen

  • Strong understanding in Digital lead generation and management

  • Experience creating and delivering customer lifecycle and retention strategies

  • Proven track record of performances measurement, optimization and developing strategies

  • Campaign and project management experience

  • Strong knowledge of budgets and forecasting

  • Proficient use of Dynamics CRM & Power BI

  • Adobe campaign

Job Offer

As the Head of CRM you will be an integral role within the team. Based in Melbourne's eastern suburbs this is an exciting opportunity to work with a leading omni-channel health care provider who are passionate about their people. A company who is family first and operates under a flexible working arrangements. This is an exciting role that will enable the post holder to make their mark, drive change and transformation in a business that is going through a marketing transformation. A generous package on offer

Desired Skills and Experience

Proven experience in CRM strategy development. Ability to lead a team. Strong data and commercial acumen. Excellent stakeholder management and engaging a business on a change agenda

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Leela Lewis on +61 3 8640 3156