Head of CRM & Lifecycle Marketing

Responsibilities

• Lead nurturing: Develop automated journeys that maximise conversion from the initial enquiry through to booking, including customers who do not convert through our existing sales process
• CRM automation & infrastructure: Lead the selection, integration, and deployment of a modern enterprise CRM platform, moving our current setup from developer-focused email delivery to sophisticated, multi-channel user journeys.
• Reactivation: Identify opportunities to re-engage unconverted, cancelled and historic leads to generate additional bookings and revenue.
• Affiliate monetisation: Develop customer journeys that generate additional revenue through relevant third-party products and services, including vehicle purchasing, finance and other opportunities.
• Segmentation and personalisation: Use customer behaviour, intent and data to deliver highly targeted communications. AI and innovation: Identify and implement AI-driven solutions to improve personalisation, automation, efficiency and commercial performance.
• Testing and optimisation: Continuously test different approaches, using control groups and clear commercial metrics to demonstrate incremental value.
• CRM strategy: Evaluate existing systems, identify gaps and recommend improvements to our technology, data and communication capabilities.
• You will initially operate as a hands-on specialist, supported by our wider marketing team, including CRO, paid media and technical resources. As the opportunity develops, there will be scope to build a dedicated team.

Requirements

• Extensive experience in CRM, lifecycle marketing, marketing automation or lead nurturing, ideally at Head of CRM or equivalent level.
• A proven track record of increasing conversion, revenue and customer value through automated communications.
• Strong hands-on experience with sophisticated CRM platforms, customer segmentation and multichannel automation.
• Experience working with substantial customer databases and high lead volumes.
• Excellent analytical skills and a rigorous approach to experimentation, attribution and measuring incremental revenue.
• The ability to develop strategy while remaining comfortable implementing and optimising campaigns yourself.
• A strong understanding of emerging AI capabilities and how they can improve CRM performance.
• The commercial judgement to identify and prioritise opportunities with the greatest potential return.
• Experience in automotive, comparison websites, financial services, insurance, lead generation or other high-volume consumer businesses would be particularly valuable.
• We are more interested in what you have achieved than the specific platforms you have used.

Benefits

• Comprehensive pension package
• Wellbeing and employee support programme
• Access to discounted gym memberships and an on-demand GP service
• Retail and leisure discounts across leading brands
• Opportunities for professional development and funded training
• Regular team meet-ups and company events throughout the year
• Annual summer and Christmas celebrations
• Free food Fridays and fresh fruit available for staff working on site
• Free on-site parking
• Discounted garage services for vehicle owners