Head of CRM

1 month ago

London, Greater London, United Kingdom Plum Full time
Job Title: Head of CRM

Plum is seeking a highly skilled and experienced Head of CRM to join our team. As a key member of our marketing department, you will be responsible for developing and executing comprehensive marketing campaigns aimed at driving revenue growth from our customer base.

The ideal candidate will have a deep understanding of customer behavior, data fluency, and exceptional communication skills. You will work closely with our product team to identify opportunities for product-led growth and develop marketing strategies to support new feature launches or enhancements.

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.

Plum's Perks:

  • 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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