CRM Strategy Lead

3 weeks ago

London, Greater London, United Kingdom Motorway Full time

About Motorway

Motorway is a leading online platform in the UK that connects private car sellers with verified dealers nationwide, transforming the car selling process. Since its inception in 2017, Motorway has grown to a dedicated team of over 400 professionals based in London and Brighton.

Position Overview

We are seeking a Head of CRM & Lifecycle to lead the design and execution of our CRM and lifecycle strategy for our dual-sided marketplace. This pivotal role is dedicated to enhancing customer experiences for both our B2C and B2B clientele throughout their entire journey.

Reporting directly to the CMO, you will be responsible for crafting and implementing a comprehensive CRM strategy, optimizing lifecycle initiatives, boosting customer engagement, and collaborating with various key departments within the organization.

The ideal candidate will have a strong background in CRM, product management, and customer experience, with proven success in leadership roles and a history of technology-driven customer engagement strategies.

This role presents a unique opportunity to join a dynamic team in an exciting and rewarding environment that is reshaping the used car industry.

Key Responsibilities

  • Formulate a strategic CRM vision that encompasses various customer touchpoints, including email, push notifications, SMS, and in-app messaging, while aligning with stakeholders;
  • Develop and implement a data-informed marketing strategy that utilizes consumer insights for effective segmentation, targeting, messaging, and campaign execution;
  • Lead a team of CRM Managers and Executives to ensure outstanding customer interactions through lifecycle and marketing initiatives;
  • Enhance the capabilities of our CRM platform (Braze) to engage a broader customer audience;
  • Oversee forecasting and budgeting related to customer inquiries, conversion rates, and revenue;
  • Identify and execute impactful initiatives to drive customer growth and revenue generation;
  • Collaborate with internal teams to create targeted and consistent messaging that aligns with brand standards;
  • Spot opportunities in CRM marketing automation and optimize the technology stack;
  • Analyze data to enhance customer experience and product discoverability;
  • Promote a test-and-learn culture to optimize customer engagement and loyalty;
  • Regularly report progress and outcomes to senior leadership and key stakeholders;
  • Establish essential metrics for retention success and provide consistent updates to the organization;
  • Stay updated on the latest trends and technologies in CRM;
  • Mentor and develop the CRM team to foster a high-performance culture.

Qualifications

  • Experience in customer marketing and CRM with a focus on creating impactful CRM programs and initiatives;
  • Analytical mindset paired with strong commercial insight and creative skills;
  • Proven track record of achieving results and meeting commercial objectives;
  • Proficiency in CRM tools, ideally Braze, along with related KPIs and analytics;
  • Solid understanding of retention marketing strategies and best practices;
  • Able to manage multiple priorities and adapt swiftly to changes;
  • Demonstrated success in building and leading marketing teams in a high-growth context;
  • Experience collaborating with product and engineering teams;
  • Strong communication skills across all organizational levels;
  • Strategic thinker with a hands-on approach to work.

Benefits

  • Competitive salary;
  • Annual learning budget for personal development;
  • BUPA health insurance and discounted dental and gym memberships;
  • Hybrid working model;
  • Pension scheme, social events, and additional perks.
Equal Opportunities

We are committed to providing equal opportunities for all employees and fostering an inclusive work environment where everyone can thrive. Our dedication to diversity is reflected in our recruitment, development, and promotion practices, welcoming individuals from all backgrounds and experiences.

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