Head of Customer Relationship Management

1 month ago

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

We're seeking a seasoned CRM professional to drive revenue growth from our customer base through strategic customer communications. As the Head of CRM at Plum Fintech, you will play a pivotal role in 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 Fintech's CRM strategy aligned with company goals to drive revenue growth from the 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
What We Offer:
  • We're all in this together Own part of the company through stock options
  • Private health insurance
  • Annual training budget
  • Flexible approach to remote working, though we encourage at least 2-3 days a week in our beautiful office in central London for optimal collaboration
  • Team breakfast on Tuesdays and team lunch on Thursdays in the office, as well as a plentiful supply of fruit, snacks, and coffee
  • Free Plum Premium subscription (normally £9.99 a month)
  • 2 weeks paid sabbatical after four years of service
  • 25 days holiday a year, excluding bank holidays (33 in total)
  • 45 days work from anywhere
  • Employee referral scheme up to £4000
  • 1 day paid leave for volunteering, supporting you giving back to society
  • Enhanced maternity pay
  • Team trip to secret destinations once a year

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