Head of Customer Relationship Management

3 weken geleden


Schiphol, Nederland SAMSUNG Voltijd

Position Overview

Samsung seeks a highly skilled and experienced Head of CRM & Loyalty to lead our customer relationship management and loyalty programs. As a key member of our team, you will be responsible for developing and executing strategies to drive customer engagement, retention, and loyalty across various departments.

Key Responsibilities

  1. Strategy and Leadership: Develop and implement a cohesive CRM and loyalty strategy that aligns with overall business goals and objectives. Provide leadership and direction to the CRM & Loyalty team, ensuring the successful planning, execution, and measurement of initiatives across all channels.
  2. Program Development and Execution: Lead the development and execution of CRM and loyalty programs, ensuring seamless integration with other marketing efforts. Coordinate with cross-functional teams to ensure cohesive program development and implementation.
  3. Performance Focus, Reporting & Analysis: Drive all CRM and loyalty activities to enhance customer engagement, brand loyalty, and business results. Establish and communicate a clear mission and vision for CRM and loyalty efforts aligned with company guidelines.
  4. Budget Management: Oversee the CRM & loyalty budget, ensuring optimal allocation of resources to maximize ROI. Collaborate with finance and procurement teams to monitor expenditures, optimize budget usage, and adjust strategies as necessary.
  5. Process Improvement and Change Management: Maintain a comprehensive view to oversee multiple CRM and loyalty programs and ensure alignment with overall business objectives. Continuously evaluate and improve CRM and loyalty processes to enhance efficiency and effectiveness.

Requirements and Qualifications

  • Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred).
  • Fluency in Dutch and English.
  • 8-10 years plus experience in a senior marketing role, with a proven track record in CRM and loyalty programs and leadership.
  • Proven ability to excel in a fast-paced environment.
  • Strong strategic thinking and analytical skills, with the ability to interpret data and market insights to drive informed decisions.
  • Exceptional communication, presentation, and leadership skills to effectively collaborate with and inspire internal and external stakeholders.
  • Strong project management skills and a proactive, results-driven attitude.
  • Experience in change management and process improvement.
  • A passion for customer relationship management, innovation, and staying up-to-date with industry trends.


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