Head of CRM

Wickes is a digitally led, service enabled business currently undergoing extensive digital transformation and we’re looking for a CRM superstar to join our team and continue to progress our market-leading approach to customer recruitment, communication and engagement. 

As Head of CRM you’ll sit within the Digital Team and be responsible for leading our “Mission Motivation Engine” (MME) Programme development, execution and optimisation, transforming the Wickes customer communication strategy and delivering a market leading CRM programme.  Critical to the programme's success is to deliver relevant and target messaging across all Marketing channels. The role will require cross functional working with other teams in Marketing & Digital, Commercial and Finance and will lead a team of 3 CRM Managers and our Customer Data Manager, aligned to our 3 business areas of DIY, Trade and Design & Installation. You’ll also be accountable for working with our CRM agency and Data Science partners to effectively define and deliver our strategic plan.

A CRM expert, you’ll be passionate about using data which leads to great insight and delivers actionable recommendations and improved customer outcomes, laser focussed on measuring performance and continually optimising our customer programmes. You’ll have a proven track record of delivering large scale CRM programmes across multiple channels and multiple segments which have delivered quantifiable commercial and customer success. We’re looking for someone who can engage all levels of the business and functions, create, present and articulate business changing insight which influences strategic decisions and can bring to life the impact a world-class CRM programme has on commercial performance. A confident communicator, collaborative team player, data evangelist, and functional leader who is looking to work with an awesome team would be a great fit.

What can we offer you?

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. 

We’ll also equip you with a benefits package that includes: 

Competitive bonus

Save-as-you-earn scheme

Private Medical and Life Assurance

Contributory pension scheme

Colleague discount 

Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. 

You’ll work from our Support Centre in Watford, where our Marketing team are based, along with our other support functions.  We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture.  We are also encouraging our teams to work flexibly, with a blend of remote / office working. 

About Us: 

Wickes is a multi-channel retailer operating in the home improvement market.  With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.  

But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.