Head of Customer Relationship Management
7 days ago
We are seeking a highly skilled and experienced Head of CRM to join our team at Plum Fintech. As a key member of our marketing department, you will play a pivotal role in driving revenue growth from our customer base through strategic customer communications.
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. This role requires a strategic thinker with a deep understanding of customer behavior, data fluency with the ability to quickly run experiments specific to metrics, exceptional communication skills, and a passion for driving results.
Key Responsibilities:- Develop and Implement CRM Strategy: Align with company goals to drive revenue growth from the Plum customer base.
- Lead Marketing Campaigns: Create targeted marketing campaigns aimed at cross-selling subscription tiers and additional products or services.
- Utilize Data-Driven Insights: Segment the customer base and personalize marketing communications for maximum impact.
- Collaborate with Product Team: Identify opportunities for product-led growth and develop marketing strategies to support new feature launches or enhancements.
- Oversee Campaign Execution: End-to-end execution of marketing campaigns, including campaign ideation, creative development, channel selection, and performance tracking.
- Monitor and Analyze Metrics: Continuously monitor and analyze key performance metrics to assess campaign effectiveness and identify areas for optimization.
- Work with Customer Success Team: Understand customer needs, preferences, and pain points, and tailor marketing initiatives accordingly.
- Implement Strategies: Increase customer engagement and loyalty, ultimately reducing churn and increasing customer lifetime value.
- Stay Informed: Stay informed about industry trends, competitive landscape, and best practices in customer marketing, and leverage this knowledge to drive innovation and continuous improvement.
- 10+ years of experience working in CRM.
- 3+ years of 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.
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