Head of Customer Relationship Management

2 weeks ago

London, Greater London, United Kingdom Plum Fintech Full time
About the Role

We're seeking a seasoned professional to lead our Customer Relationship Management (CRM) strategy and drive revenue growth from our customer base. As the Head of CRM, you will be responsible for crafting and executing comprehensive marketing campaigns aimed at driving subscriptions, cross-selling products, and enhancing customer engagement to mitigate churn.

Key Responsibilities:
  • Develop and implement Plum's CRM strategy aligned with company goals to drive revenue growth from the Plum customer base
  • Lead the creation of targeted marketing campaigns aimed at cross-selling subscription tiers and additional products or services
  • Utilise data-driven insights to segment the customer base and personalise marketing communications for maximum impact
  • Collaborate closely with the product team to identify opportunities for product-led growth and develop marketing strategies to support new feature launches or enhancements
  • Oversee the end-to-end execution of marketing campaigns, including campaign ideation, creative development, channel selection, and performance tracking
  • Continuously monitor and analyse key performance metrics to assess campaign effectiveness and identify areas for optimization
  • Work closely with the customer success team to understand customer needs, preferences, and pain points, and tailor marketing initiatives accordingly
  • Implement strategies to increase customer engagement and loyalty, ultimately reducing churn and increasing customer lifetime value
  • Stay informed about industry trends, competitive landscape, and best practices in customer marketing, and leverage this knowledge to drive innovation and continuous improvement
Requirements:
  • 10+ years experience working in CRM
  • 3+ years successfully leading a CRM/Customer Marketing team, preferably within the fintech or SaaS industry
  • Bachelor's degree in Marketing, Business Administration, or related field; MBA preferred
  • Strong analytical skills with the ability to interpret data and derive actionable insights
  • Excellent communication skills with the ability to craft compelling messages tailored to different audience segments
  • Willing to be hands-on to deliver the strategy, alongside their team
  • Strategic thinker with the ability to develop and execute long-term marketing strategies
  • Experience working cross-functionally with product, sales, and customer success teams
  • Proficiency in marketing automation tools, CRM systems, and analytics platforms
  • Demonstrated leadership capabilities with the ability to inspire and motivate a team
About Plum

Plum is a fintech company on a mission to maximise wealth for all. We're making saving money effortless and turning investing into something everyone can do. Our journey began back in 2017, when we became one of the first to use artificial intelligence and automation to simplify personal finance. Fast forward to today, and we've already helped people save £2 billion across 10 European markets.

Named the UK's fastest-growing fintech in the Deloitte Technology Fast 50, our success is down to the passion and dedication of our diverse team. Based in our London, Athens, and Nicosia offices, 180 talented people work together to empower people to do more with their money. And now, the team is growing.

We're proud to offer a range of benefits to our employees, including stock options, private health insurance, annual training budget, flexible remote working, team breakfasts and lunches, and a free Plum Premium subscription. We're also committed to diversity, equity, and inclusion, and we welcome applications from candidates from all backgrounds.

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