Head of CRM

3 weeks ago

Derby, United Kingdom Mortgage Advice Bureau Full time

Permanent, Full-time (37.5 hours, Monday to Friday)

Hybrid working with 3 days in the office, 2 days working from home.


About us

Mortgage Advice Bureau (MAB) PLC is the UK’s leading mortgage network. We’re experts in Mortgage and Protection advice, with over 200 awards and counting. We’re proud of our reputation in the industry and of our people, who continue to be the heart of MAB’s success.

About the role

MAB are passionate about supporting customers through the mortgage cycle and are investing in digital to enable this in a unique, scalable way. Having recently introduced digital tools to capture customers earlier in research phase through the Salesforce Cloud to nurture customers, our strategic focus is to support customers to be ‘mortgage ready’ and guide them throughout the purchase journey, building a value-add, long-lasting relationship.

The Head of CRM is instrumental in driving leads, nurturing customer relationships and creating meaningful connections that foster loyalty and growth. This isn’t just about managing tools; it’s about understanding our customers, unlocking insights, and driving personalised engagement that resonates with each and every customer.

Key Responsibilities

  • Develop and deliver a customer-centric CRM strategy focused on driving quality leads, nurtures prospects and maximises lifetime value
  • Build long-lasting, meaningful relationships with customers by understanding their needs and creating experiences to increase retention and engagement
  • Establish a foundation of CRM excellence by leveraging data, insights and technology to shape not only ‘how’, but ‘why’ we engage and grow our customer base
  • Collaborate with teams across Marketing, Sales, Tech and our Sales Development Agency to inspire alignment and innovation in customer engagement strategies
  • Maximise Salesforce to its full potential by unlocking efficiencies, personalising messaging and communication
  • Utilise data and insights to drive how we elevate our CRM approach
  • Monitor and report on KPIs related to lead generation and customer engagement with regular optimisation to meet targets
  • Keep up-to-date on trends in the CRM world and best practices, particularly within the financial, property, and real estate sectors to ensure our customer offering remains competitive
  • Champion a data-driven approach to decision-making, encouraging the team to prioritise user insights and performance metrics


About You

  • Significant experience in strategic CRM management experience to drive lead generation within a commercial environment
  • Commercially focused with an ability to focus on driving successful outcomes for our customers
  • Passion for delivering a high-quality user experience that resonates with diverse customer needs and builds brand loyalty
  • Strategic thinking with a focus on the "why" behind customer behaviours and engagement.
  • Deep knowledge of Salesforce and a strong ability to optimise its capabilities for lead generation and relationship management.
  • Strong people leadership skills
  • A proactive and entrepreneurial mindset
  • Strong collaboration skills to influence and inspire wider Marketing teams
  • Take ownership to bring stakeholders with you to deliver the digital strategy
  • Self-aware with an understanding of the needs of others and able to flex style and approach to influence diverse stakeholders


At MAB we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.


Please submit your application as soon as possible as we reserve the right to close this vacancy at any time.


We are not accepting speculative CVs from recruitment agencies for this role and will only engage agencies on our PSL when required.

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