K-Way - Head of CRM

K-Way - Head of CRM
Requirements
• 8+ years of experience in CRM and customer experience.
• Proven experience defining and executing CRM strategies within omnichannel retail
organizations.
• Experience working in both large, structured organizations and smaller, fast-paced
environments, combining strategic vision with a pragmatic, hands-on approach.
• Demonstrated ability to lead complex cross-functional transformation programs
involving Technology, Retail, Marketing and Digital teams.
• Strong understanding of customer data, CRM technologies and customer lifecycle
management.
• Experience with modern CRM and ecommerce ecosystems is desirable.
• Experience in fashion, sportswear or premium consumer brands is strongly preferred.
• International experience working across multiple markets and multicultural teams is a
plus.
Beyond experience, we're looking for someone who can balance strategy with execution.
The ideal candidate:
• Is a builder, comfortable creating new capabilities and processes from the ground up.
• Combines strategic thinking with a strong execution mindset.
• Is highly hands-on and not afraid to dive into day-to-day operations when needed.
• Can navigate ambiguity and thrive in a fast-changing environment.
• Is comfortable influencing senior stakeholders while working closely with operational
teams.
• Has excellent relationship-building skills and can effectively bridge business and
technology teams.
• Is passionate about creating outstanding customer experiences through data,
technology and innovation.
Key Responsibilities
CRM Strategy & Customer Lifecycle
• Define and execute the global omnichannel CRM strategy.
• Develop customer lifecycle, segmentation and personalization initiatives to improve
acquisition, retention, engagement and Customer Lifetime Value.
• Build a scalable CRM operating model across Retail and Ecommerce while partnering
with local markets to ensure consistent execution.
CRM Technology & Data
• Lead the CRM transformation roadmap, including the implementation of a Single
Customer View.
• Drive the evolution of the CRM ecosystem in partnership with IT and Group CRM.
• Define business requirements for CRM technologies, customer data and integrations.
• Manage CRM technology partners and support the evaluation and implementation of
new solutions.
Marketing Automation
• Own the global email marketing and lifecycle automation strategy.
• Oversee campaign planning, execution and optimization across markets.
• Manage the CRM platform (currently Klaviyo) and continuously improve
personalization, customer engagement and CRM performance.
Customer Service (Phase 2)
• Define the global Customer Service strategy.
• Manage external partners and key service KPIs (CSAT, NPS, SLA).
• Integrate Customer Service insights into CRM and customer lifecycle initiatives.
Governance & Leadership
• Lead global CRM transformation initiatives across markets.
• Establish governance, operating models and standardized CRM processes.
• Manage cross-functional stakeholders, priorities, budgets and project delivery while
ensuring GDPR compliance.
Why join us
K-Way is committed to creating a supportive and motivating work environment, promoting
collaboration and open dialogue, welcoming every voice and idea. In addition, K-Way offers
opportunities for professional and personal development, providing the resources and tools
necessary for growth and success.
The position offers a gross annual salary of €70,000, plus a range of company benefits.