Head of CRM Operations


Job Number: 6582

Location: Dixons Carphone, Acton Support Centre (123)

Contract: Full Time / Permanent


Head of CRM Operations

As the Head of CRM Operations you’ll be responsible for delivering the objectives and campaigns outlined by the CRM and Contact Strategy Team, delivering the planned activity on time and to budget. You’ll recommend the best channels to deliver targeted results and drive our capability to deliver by ensuring CRM operations are efficient and effective by making recommendations for technology improvements required to keep DC ahead of the market.  


Key Responsibilities:

  • Lead the execution of a customer centric, data driven and creative CRM strategy to deepen customer engagement with DC brands and drive long term customer life time value
  • Efficiently acquire and retain customers through personalised, multi-channel marketing communications, working closely with Studio to deliver the right messages and content at the right time  - direct mail, email, SMS, push notifications, social, at till
  • In conjunction with the Head of CRM & Contact Strategy, lead and execute the annual campaign plan in collaboration with the category, dotcom and Membership teams, and external agencies to deliver the budgeted customer and business results 
  • Develop a clear demarcation between membership and non-membership campaigns in message and tone, which leads to a step-change in response rates
  • Implement a ‘test, measure, learn’ approach to CRM to maximise effectiveness, efficiency and engagement, with the right reporting and measurement plans in place to optimise in-flight and over time.
  • Demonstrate continuous improvement in customer response and ROI to support the case for moving mass promotions to personalised offers
  • Drive the CRM development roadmap, including benchmarking competitive CRM approaches, global best practice, trends and innovations; assessing balance of in-house vs. out-sourced resource and ensuring we have the right data systems and processes to select customers for each campaign, new sources of data and new tools to drive automation, scale and immediacy, and robust customer preference centres. 
  • Introducing new CRM channels for interacting and engaging with customers, establishing systems and processes to deliver these (eg web optimised emails, carousels, targeted social)


Skills & Experience required:

  • Strong Marketing background across CRM, and ideally including in-life customer loyalty/retention and direct marketing programmes, and a broader range of Marketing disciplines (including Marketing planning and strategy)
  • Extensive managerial and leadership experience and Executive/Board stakeholder management
  • Exceptional communication skills and team player - cross-functional collaborations (across the marketing department and with Trading and Sales teams) are key in this role
  • Strong understanding of CRM database and segmentation marketing, with solid analytic ability to clearly translate results into actionable insights and apply to deliver business value
  • Experience driving organisational culture that relentlessly focuses on customer retention and satisfaction
  • Strong budgeting and forecasting knowledge


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.

This position has now closed.