Head of CRM & Growth Marketing (Fixed Term Contract)

Responsibilities

• Lead the integrated CRM and growth strategy across the customer lifecycle, connecting acquisition, engagement, retention and deepening activity to deliver measurable incremental growth.
• Partner with Full Funnel Marketing teams to translate business priorities into data-led customer strategies, deploying CRM and Growth specialists into agile, cross-functional teams to design and optimise activity.
• Lead digital customer acquisition across channels including paid search, display, affiliates, programmatic, SEO, ASO, retargeting, referral and app marketing, ensuring investment is managed to clear commercial outcomes and return on investment.
• Define and implement the overarching CRM strategy, establishing clear frameworks for audience, channel, cadence and customer contact across email, internet banking, in-app and push communications.
• Utilise customer decisioning and personalisation, using customer data, segmentation and behavioural insight to surface the right message, proposition or experience to the right customer at the right time.
• Own a clear test, learn and scale approach, ensuring activity is designed with robust measurement, successful interventions are automated and scaled, and learning is shared transparently across Marketing.
• Oversee relevant paid-media investment and discretionary customer communications, balancing commercial opportunity, customer experience and channel capacity to achieve the best overall outcome.
• Strengthen marketing effectiveness and measurement, ensuring the right Adtech, MarTech, tracking, attribution and performance frameworks are in place to show how results are being achieved.
• Drive greater speed, automation and efficiency, working closely with Platform and Technology teams and making practical use of automation and artificial intelligence to improve workflows and accelerate delivery.
• Lead key agency and partner relationships, including the media agency relationship, ensuring partners deliver strong critical thinking, executional excellence and commercial value.

Requirements

• Integrated CRM and Growth Leadership: Deep experience developing strategies that connect customer acquisition with lifecycle engagement, retention and relationship deepening to deliver sustainable commercial growth.
• Performance and Digital Marketing: Proven leadership across paid search, display, affiliates, programmatic, SEO, ASO, retargeting, referral and app marketing, with strong experience managing investment to clear customer-acquisition, conversion and value outcomes.
• CRM, Personalisation and Decisioning: Proven experience using customer data, segmentation, behavioural insight and decisioning capabilities to optimise audience, channel, cadence and content across the customer lifecycle.
• Measurement and Optimisation: Strong analytical and commercial judgement, with experience establishing tracking, testing, attribution and measurement approaches that demonstrate incrementality and support informed investment decisions.
• Technology, Automation and Innovation: Practical experience applying MarTech, Adtech, automation and artificial intelligence to improve personalisation, operational efficiency and speed to market.
• Senior Leadership and Management: Proven experience managing significant budgets, agency relationships, workflows and marketing risk, alongside leading specialist teams through periods of change and delivery.
• Collaboration and Influence: The ability to work effectively across a matrix organisation, make difficult trade-offs and build strong relationships with senior customers, peers and cross-functional partners.
• Values and Behaviours: You’ll think “we”, not “me”. You’ll be humble, curious and highly collaborative, creating clarity without competing for jurisdiction and building an inclusive, psychologically safe environment where dedicated people can achieve amazing things together.

Benefits

• A generous pension contribution of up to 15%
• An annual performance related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies