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Head of CRM

2 months ago

london, United Kingdom Illuminate Recruitment Ltd Full time
Job Description

We are delighted to be working once again with a fantastic start-up who are redesigning the veterinary experience from the ground up. Based on a membership model which makes access to veterinary care seamless and joyful, they are dedicated to ensuring pets and their owners enjoy exceptional service in beautiful spaces powered by clever technology.


As they continue to grow, we're supporting them in the search for an experienced, insight-driven Head of CRM to join the team in London. Reporting to the CMO, this is a key role for someone who blends data-driven strategy with a creative mindset, understands the intricacies of the customer lifecycle, and knows how to keep customers engaged and delighted.


Why do we need you?

As the Head of CRM, you'll be responsible for designing and executing a comprehensive customer engagement and retention strategy, with a strong focus on data analytics and customer insights. Your goal will be to enhance customer satisfaction, increase loyalty, and boost revenue growth through targeted communication and lifecycle marketing.


What will you be responsible for?


- Customer Engagement & Retention Strategy: Develop and implement a holistic strategy to engage and retain customers across their lifecycle in collaboration with key stakeholders.

- Data-Driven Segmentation: Create and manage customer segmentation strategies to optimize engagement and drive increased lifetime value for key member segments.

- Lifecycle Communications: Partner with the Experience team to design and deliver tailored communications throughout the customer journey, with a focus on reducing churn and improving satisfaction.

- Performance Reporting: Build a robust reporting framework to track and measure the success of CRM initiatives, identifying areas for improvement.

- Revenue Growth & Retention: Support cross-functional efforts to drive customer acquisition, satisfaction, and long-term revenue retention.

- Referral & Reward Programs: Reimagine and oversee our customer referral and loyalty programs, driving member advocacy and engagement.

- Test-and-Learn Strategy: Implement a continuous improvement approach through testing and iterating on campaigns, communications, and strategies.

- Marketing Technology Optimization: Assess and leverage marketing technologies to enhance automation, personalization, and efficiency across CRM activities.

- Transactional Communications: Ensure seamless delivery of essential customer communications, such as appointment confirmations, follow-ups, and billing notices.

- Brand Consistency: Maintain a consistent, high-quality brand experience across all customer touchpoints and communications.


Who are you?

- Experience: 7+ years in CRM, customer lifecycle marketing, or retention roles, ideally in client-facing or customer-centric environments.

- Expertise: Proven experience delivering large-scale CRM programs and campaigns with tangible results.

- CRM Platforms: Deep understanding of CRM/ESP platforms such as Braze, Customer.io, or similar.

- Sales CRM Knowledge: Familiarity with sales CRM tools such as HubSpot, Freshsales, or Pipedrive.

- Data & Analytics: Proficient with analytical tools (e.g., GA4, HotJar, Firebase, Amplitude) to track customer behavior and optimize campaigns.

- Loyalty Programs: Strong experience developing and managing customer loyalty and reward programs.

- Leadership: Demonstrable leadership skills, with a track record of building and managing high-performing teams.

- Startup Experience: Experience in a high-growth startup or membership-based business is highly desirable.

- Hybrid Working: Enjoy the flexibility of hybrid working from a dog-friendly office on Edgware Road.

- Competitive Benefits: They offer 25 days of annual leave (plus your birthday off), a pension scheme, regular company social events, and more.


If you’re a CRM expert who’s passionate about creating meaningful customer experiences and excited by the opportunity to shape the future of this transformative business, we’d love to hear from you. Immediate interviews available.