Responsibilities

• Lead and develop the CRM team, providing direction, coaching and support while driving a high-performing culture.
• Own the CRM roadmap, ensuring campaigns and initiatives align with business priorities and deliver measurable commercial impact.
• Oversee the planning, execution and optimisation of CRM activity, maintaining high standards of campaign delivery, governance and reporting.
• Partner with Product, Engineering, Data and Customer Success teams to enhance the customer experience and deliver cross-functional initiatives.
• Drive improvements in candidate engagement, activation and retention through personalised, data-driven lifecycle communications.
• Maximise the value of our CRM technology, identifying opportunities to expand capabilities across new channels such as SMS and WhatsApp.
• Use customer insights, performance data and behavioural trends to continually optimise CRM performance and inform strategic decision-making.
• Build strong relationships with stakeholders across the business, ensuring CRM is represented in wider customer experience, data and marketing initiatives.

Requirements

• Proven experience leading a CRM or lifecycle marketing function within a high-volume digital business
• Strong hands-on experience using Braze to deliver effective, data-driven CRM campaigns
• Experience managing multi-channel customer communications across email, push notifications and messaging platforms
• A track record of leading, developing and motivating high-performing CRM teams
• Strong knowledge of customer lifecycle marketing, segmentation, engagement and retention strategies
• Experience collaborating with Product, Engineering and Data teams to deliver customer-focused improvements
• Strong commercial awareness and an understanding of how CRM drives customer engagement, retention and business growth
• Excellent communication and stakeholder management skills, with the ability to influence and build relationships across the business

Preferred

• Experience working in a marketplace, SaaS, ecommerce or product-led environment
• Knowledge of Salesforce, Gainsight or similar CRM platforms
• Experience improving CRM reporting, attribution and performance measurement
• Experience launching new CRM channels or expanding customer engagement capabilities

Benefits

• Hybrid working (minimum of 3 days per week in the office)
• 25 days annual leave plus bank holidays
• Flexible holiday scheme
• Paid time off to move home
• Contributory pension scheme
• Enhanced family leave benefits
• Insurance benefits including life assurance
• Love Mondays events
• Discount schemes including gyms and popular retailers
• Range of wellbeing and mental health support avenues