Head of CRM

Position Summary

As our Head of CRM & Loyalty, you will play a pivotal role in leading and overseeing our customer relationship management and loyalty programs. You will create, manage, and execute all CRM and loyalty initiatives across various departments, including sales, e-store, and headquarters for the Benelux region. You will have a comprehensive view, can mix and match requests with the customer in mind, and will be responsible for shaping the strategic direction, development, and execution of high-impact CRM and loyalty programs that drive customer retention and engagement. You have in-depth knowledge of CRM systems, loyalty programs, data analytics, and customer experience management, love stakeholder management, and have experience with leading a team. Do you have what it takes to lead our innovative team? Build the future and apply now.

Role and Responsibilities

Your role

In this role, you will be responsible for the overarching strategy and performance of all CRM and loyalty initiatives. This includes oversight of strategy development, execution, analysis, budget management, and continuous improvement. You will ensure the optimum use of resources and strategies within the company’s guidelines, enhancing customer loyalty and achieving business objectives.

Your responsibilities

As our Head of CRM & Loyalty, you will lead the CRM & Loyalty team and manage the end-to-end process of CRM and loyalty initiatives. Your key responsibilities include:

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.

Oversee all aspects of CRM and loyalty planning, including customer segmentation, data analysis, personalization strategies, budgeting, and timeline management.

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.

Innovate and optimize CRM and loyalty programs to enhance customer engagement, satisfaction, and retention.

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.

Consistently generate and review comprehensive reports by analyzing performance data. Provide actionable insights and present strategic plans to internal and external stakeholders.

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.

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.

Lead change management initiatives to adapt to a fast-paced environment, ensuring smooth transitions and stakeholder buy-in.

Team Development and Internal Communication:

Build and develop a high-performing CRM & Loyalty team, fostering a culture of innovation, collaboration, and continuous improvement.

Efficiently collaborate and communicate with various departments including Sales, Marcom, Product, SCM, Channel, and cross-functional teams (Legal, Customer Service, Corporate Marketing). Maintain strong reporting lines with Senior Management and Headquarters.

Skills and Qualifications

Your skills and qualifications

Our ideal Head of CRM & Loyalty meets the following criteria:

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.

Preferred Profile  

Our ideal Head of CRM & Loyalty recognize themselves in the following profile:

You are innovative (we move fast and take big risks).

You are passionate (we reveal in what we do).

You are collaborative (we recognize that we are all in this together).

You are strategic (think strategically and work operationally)

You are resilient (be personally involved but don’t take things personally)

You strive for excellence (premium brand with premium work and output)

You’re able to deal with ambiguity (with not all information available, still able to move ahead)-

What’s in it for you?

Joining an international company with a Netherlands family culture #OneSamsung

Several development programs and initiatives to upskill your career (Samsung University, young talent & leadership programs, digital & data academy, coaching, job skills trainings, …) #DoWhatYouCan’t

Internal mobility opportunities to advance your career (you are in a sales role, and have an interest in marketing? We support you to establish that transfer successfully)

Health & Wellbeing program (we have our own fitness on site in The Netherlands + Belgium and organize online and offline health initiatives because we care about your wellbeing).

Competitive compensation & benefits package to reward you for your work in supporting our company to grow.

About us

Our story begins in 1969, when Samsung saw the light of day with the ambition to help people achieve the impossible. After more than 50 years, we are still innovating and creating boundless technology that helps people make the impossible possible. We remain driven by our purpose, which is why we put people and what they care about at the center of everything we create.

We do this by staying true to our global values.

Human experiences (We put people first, at the center of everything we do).

Progressive Innovation (We are constantly finding new ways to improve the way people live by creating inventive products and services).

Rebellious Optimism (We challenge ourselves and the status quo to change the world).

Integrity & transparency (We always strive to do the right thing by being open and honest with our customers and partner ecosystem).

Social improvement (We believe that technology should benefit everyone. It should be accessible, sustainable and used for good).

Are you the Head of CRM & Loyalty, we are looking for? If so, apply immediately and start your application process by clicking the apply button below. Let’s kick-start your career

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