Head of CRM

Job DescriptionJob Title: Head of CRMLocation: London 3 days every other week (hybrid)Package: 75,00085,000 base + 20% bonusOverview:Were working with a leading UK-based digital financial services company thats on an exciting journey toward profitability and scale. Theyre looking for a Head of CRM to take full ownership of their customer engagement platform and play a pivotal role in shaping how millions of customers experience their brand.This is a hands-on leadership position where youll combine creativity, data, and technology to drive retention, engagement, and customer lifetime value across all lifecycle touchpoints.The Team:Youll report directly to the Chief Customer Officer, leading a small but highly capable team consisting of: - A technically skilled CRM Executive (future manager potential) - A Front-End Developer focused on email templates and landing pagesYoull collaborate cross-functionally with senior stakeholders across Data, Analytics, Engineering, and Marketing, ensuring CRM initiatives are insight-led and technically sound.Responsibilities: - Own and manage the CRM platform (Braze), acting as both strategist and technical lead - Design and deliver automated lifecycle and marketing campaigns - Partner with Data and Analytics teams to create actionable insights and customer segmentation strategies - Drive continuous improvement in customer engagement, retention, and conversion - Manage, mentor, and develop the CRM team to ensure scalable best practices - Troubleshoot and optimise campaign workflows using HTML, JavaScript, and Liquid where necessary - Serve as the internal CRM subject matter expert and champion a test-and-learn cultureAbout You: - Experienced in CRM management within a B2C digital or fintech environment - Strong working knowledge of Braze (or a similar enterprise-level CRM platform) - Confident working with data, customer segmentation, and campaign analytics - Comfortable with technical troubleshooting and have exposure to HTML, JavaScript, Liquid, and Power BI - A creative, customer-led thinker whos passionate about delivering exceptional user experiences - Pragmatic, hands-on, and thrives in fast-moving, entrepreneurial environments - Natural communicator who can build trusted relationships across teamsThe Impact:This is not a strategy-only role youll be at the heart of building and delivering the customer engagement roadmap. Youll shape how CRM drives retention and revenue while helping scale the function.Theres also room to expand the team with up to two additional hires next year, giving you the opportunity to grow and structure the CRM capability around you.If youre someone who loves building, optimising, and truly owning the CRM experience this is an opportunity to make a tangible impact in a high-growth business.The Recruitment Process: - Technical interview with two team members (CRM Lead and Senior Lifecycle Manager) - Stakeholder interview with Data and Analytics (onsite) - Final interview with the Chief Customer Officer + meet the wider team (onsite)Interested? Please apply for the position or send your CV to [email protected]

Created: 2025-11-06