Head of CRM & Audience Development
Location: New York / London - Dependent on candidate
Department: Commercial
Reporting to: President, North America & UK
Role Overview
This is a hugely exciting opportunity to join our growing CRM team and drive our CRM strategy across the media group. You will need to be a hands on leader operationally, but also display the ability to grow and drive forward CRM across the globe.
Based out of London or New York, this role requires an understanding of customer acquisition and marketing communications in driving customer engagement and reducing churn. You’ll have a strong creative and technical mindset and proven experience in managing a high performing CRM division.
Key Responsibilities

• Define and deliver Time Out’s global communication and contact strategy, including ownership over subscriber segment strategy, including definitions and analysis of consumer segment behaviour.
• Maintain customer journeys for multi-channel retention, growth and re-activation lifecycle campaigns.
• Oversee growth strategy owned and executed by the Digital Marketing Manager, Acquisition (who reports into this role) focused on email growth using paid search, affiliates, content promotion, community engagement, partnerships, and our O&O websites and in Markets (via wifi and App).
• Take advantage of the full capabilities of the CRM system and own the relationship, best practices and maintenance of the CRM platform (Adobe Campaign Standard).
• Manage a global CRM team based in London and New York to deliver high engagement and collaborate on key initiatives.
• Encourage innovation to ensure everything is optimised and everyone works closely with other teams to streamline and optimise customer journeys.
• Follow internal processes and manage stakeholders to maximise the potential from the customer data.
• Explore ways of developing new audiences, using your experience across channels and applying multiple channel strategies for growth.
• Keep abreast and ahead of key developments (eg algorithm changes, emerging platforms and changing consumer behaviour), tailoring strategy and recommendations accordingly
• Help to improve relevant workflows through the analysis of existing business processes, identifying innovative alternatives and recommendations for more effective or efficient 'ways of working'.
• Work with editorial, commercial and product teams to define target audiences.
• Analyse and translate quantitative data from web analytics tools into an actionable audience growth plan that aligns with Time Out’s content, product and commercial agenda and that will deliver engaged traffic and revenue; communicate plan to stakeholders.
• Work closely with editors to create new or adapt existing content that aids in the development of target audiences.
• Work with Legal and Technical teams to ensure a central database is built, upgraded and maintained with all data points relevant to our members, integrated with our CRM tools; ensure all data capture routes across all available audience/customer touch points are defined and ensure Time Out adheres to best practice with regard to privacy, contact strategy, deliverability, data cleanliness and mobile delivery.

Skills and Experience

• Strong communication, management and interpersonal skills.
• Superior analytical, evaluative, and problem-solving abilities.
• Basic knowledge of SQL.
• Extensive knowledge of deliverability, experience using Everest/ Return or similar.
• Extensive experience using CRM tools, Adobe Campaign Standard preferred.

What we look for in a candidate
Time Out is a company filled with individuals as diverse as the cities we live in and cover. At the same time there are common characteristics and values we all share. To join our team, you’ll want to…

Be commercially astute
Either have experience at or want to dive headfirst into a fast-paced digital-first company
Think globally
Have excellent communication and relationship building skills
Have a high sense of ownership, urgency and drive
Be a team player

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About Our Culture*
At Time Out Group we believe in diversity and equal opportunity for all people. We do not discriminate against external or internal candidates on the basis of age; disability; gender, gender reassignment; race; religion or belief; sexual orientation; marriage and civil partnership; pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world, social justice, and the pursuit of happiness, after all, we are in the happiness business.
As our cities have reopened, we have embraced a hybrid way of working that gives us the opportunity to work remotely, as well as from the office; offering the flexibility that brings many benefits to our lives, as well as still providing a space where we can connect and collaborate as part of our Time Out community.

About Time Out Group plc
Time Out Group is a global media and hospitality business that inspires connection and joy by capturing the soul of the world’s greatest cities through its two divisions – Time Out Media and Time Out Market.
Time Out launched in London in 1968 with a magazine to help people discover the exciting new urban cultures that had started up all over the city. Today, Time Out’s professional journalists curate the best things to do, see and eat in 333 cities in 59 countries.
Time Out Market is the world’s first editorially curated food and cultural market, bringing a city’s best chefs, restaurateurs and unique cultural experiences together under one roof. From cooking classes with top chefs to installations from local artists and live entertainment, Time Out Market captures the soul of the city.
The first Time Out Market opened in 2014 in a historic market hall in Lisbon, quickly turning into the most popular destination in the city with 4.1m locals and tourists visiting in 2019. The success of Lisbon brought further expansion in North America, with Time Out Market opening in five major cities in 2019: Miami, New York, Boston, Chicago and Montreal. In 2021, Time Out Market expanded into the Middle East with Time Out Market Dubai, and more Time Out Market locations are in the pipeline including Porto, London, Prague and more.
Time Out Group was named International Brand of the Year 2021 in the Campaign Publishing Awards – awarding bravery, editorial innovation and forward thinking. While Time Out Market won the Most Innovative Food & Beverage Concept Award at the Global RLI (Retail & Leisure International) Awards 2021.
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Job Type: Full-time

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