Head of Customer Relationship Management

4 weeks ago

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

We are seeking a seasoned CRM professional to drive revenue growth from our customer base through strategic customer communications. As the Head of CRM, you will play a pivotal role in developing and implementing Plum's CRM strategy, leveraging data-driven insights to segment the customer base and personalise marketing communications for maximum impact.

Key Responsibilities
  • Develop and execute a comprehensive CRM strategy aligned with company goals to drive revenue growth from the Plum customer base.
  • Utilise data analytics to segment the customer base and create targeted marketing campaigns that drive engagement and conversion.
  • 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 optimisation.
Requirements
  • 10+ years of experience working in CRM, with a proven track record of driving revenue growth through customer communications.
  • 3+ years of experience 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.
  • Proficiency in marketing automation tools, CRM systems, and analytics platforms.
  • Private health insurance.
  • Annual training budget.
  • Flexible approach to remote working, with a minimum of 2-3 days per week in our central London office 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.
  • 2 weeks paid sabbatical after four years of service.
  • 25 days holiday per year, excluding bank holidays (33 in total).
  • Employee referral scheme up to £4000.
  • 1 day paid leave for volunteering, supporting you in giving back to society.
  • Enhanced maternity pay.

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