crm

2 weeks ago

London, Greater London, United Kingdom BLACKLANE Full time

We're looking for a talented Marketer to join us as Global Head of CRM at Blacklane to lead the next scale-up phase of our CRM strategy.

This role will step-change our capability in the field of CRM and accelerate our retention metrics as we build our brand in over 50 markets worldwide.

With sizable investors behind us, we have huge ambitions to expand our business, and we need a strategic and hands-on leader to help us do that through best in class communication to our current guests, bookers, partners and chauffeurs.


CRM Ownership :

You will be responsible for the planning, execution and measurement of all existing customer CRM communications and will deliver an ambitious short and long term engagement and retention strategy to increase retention and lifetime value.

You will inspire and empower a team of bright and passionate lifecycle and campaign managers across B2B, B2C and Supply segments, providing mentorship, guidance and professional development opportunities

Data-driven optimisation :

You will put robust dashboards, testing and measurement frameworks in place to learn what is driving growth, identify new opportunities and optimise KPI performance across activation, reactivation and retention initiatives.

You will implement feedback mechanisms (eg surveys or NPS) and will develop a deep understanding of customer segments and behaviours

CRM advocate :
You will speak articulately to your team's activity and performance to improve understanding and inspire confidence within Blacklane

Collaboration :

You will partner very closely with wider Marketing, Sales, Product, Data and Operations teams to ensure your plan aligns and evolves in tandem with their roadmaps to effectively achieve organisational goals.

You will stay up to date with the latest CRM trends, best practices and technologies and will bring new functionality in house to improve marketing automation strategies and help us scale.

The ideal candidate will have 10+ years' experience in delivering best in class CRM strategies in the context of a luxury, digitally-enabled experience brand.


Data driven :

You are highly proficient at data analysis, you are at ease with funnel metrics and rigorously apply insight to tighten strategies and increase customer lifetime value.

You have experience scaling CRM teams and optimising infrastructure and processes for international growth across B2C, B2B and Supply segments.

You are highly proficient with CRM & Automation tools (i.e. Braze), specifically in setting up complex customer lifecycle journeys and campaigns and enabling a consistent and automated reporting setup and you can oversee the management of the CRM data architecture, and are able to evaluate, procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.

Lastly, you can oversee the management of the CRM data architecture, and are able to evaluate, procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.

By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry.


Working at Blacklane :
We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees.

Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values.

For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team.

Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:

Continuous Learning :
We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.

Flexible Working:
Find out what works for you and your team with flexible working hours and home office days.

Employee Stock Options Plan : We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.

We've banded salary levels and matched them to the local costs of living, meaning you're always paid fairly and you know that the rest of the crew is too.

We are committed to inclusion and diversity.

All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects.

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