Vivobarefoot

Customer Success Manager

• Define and deliver the global customer strategy that integrates CRM, Loyalty, Customer and Experience into one seamless customer journey
• Champion a customer-first culture across the organisation and influence senior stakeholders
• Set and own performance KPIs for retention, engagement, and customer lifetime value (CLTV)
• Oversee global CRM strategies to nurture loyalty, increase repeat purchase rates and grow CLTV across all markets
• Drive personalisation at scale through automation, smart segmentation and data-led customer journeys (email, SMS, on site and beyond)
• Own the CRM tech stack, engage with in-house tech and analytics stakeholders to deliver customer data centralisation and onboard Customer Data Platform partners
• Serve as the company’s internal CRM system & customer data expert, communicating & delivering technical requirements for CRM features, data integrations, and platform enhancements
• Own the global loyalty programme strategy and execution and work with the Loyalty specialist to improve programme design
• Oversee CX specialist to map, monitor and optimise the end-to-end customer journey – from discovery through purchase, delivery and post-purchase care
• Identify pain points and opportunities to surprise, delight, and retain customers, turning CX insights into impactful actions
• Liaise with key stakeholders in CRM, CS, eCommerce and Market Research to ensure a seamless customer journey end-to-end
• Work closely with Brand, Product, Ecomm, Tech, Creative, and Marketing leads to ensure unified customer experience across all touchpoints
• Align CRM and CX strategies with annual business strategies, product launches, brand storytelling, and partnerships
• Inspire, mentor and develop a growing team across CRM and CX and foster psychological safety and ownership
• Own and manage budgets across CRM, CX and Loyalty functions, including contracts and renewals
• Lead relationships with key CRM and CX vendors and tech partners and explore innovation opportunities

Head of CRM and CX