Head of CRM

Head of CRM Apply for the Head of CRM role at Raylo | B Corp. Why Raylo Exists At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost‑effective - this is where we come in. We’re building a category‑defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating - we’ve proven the demand for a smarter, more sustainable way to access technology. Raylo is a fast‑growing and profitable company, backed by global investors including Macquarie, NatWest, and Channel 4 Ventures. We are proud to have been selected for Endeavour’s network in 2024, underscoring our role as a high‑impact, mission‑driven business with global ambitions. And in 2025 we were recognised as part of Tech Nation’s UK’s Future Fifty programme. We have been B‑Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with NatWest. At Raylo, performance matters. We set ambitious goals, move fast, and hold ourselves to a high standard, because our mission is too important to settle for less. Our Core Values 💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people. 👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want. 🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first. 💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin. What To Expect Reporting to the VP Marketing, you’ll lead Raylo’s end‑to‑end CRM function, owning lifecycle strategy, experimentation, and platform operations (Customer.io) for both the web and the Raylo App. You’ll work cross‑functionally with Product, Data, Engineering, Commercial, and Brand to unlock incremental revenue, boost customer retention, and deepen loyalty. What You’ll Do Define & Execute Strategy Own the CRM roadmap covering onboarding, engagement, upgrades, win‑back, and loyalty. Align lifecycle initiatives to company‑level OKRs for incremental ARR, NDR, and app MAU. Own the Platform Lead the setup, data integrity, and automation scalability of Customer.io. Ensure seamless integration of customer, subscription, device, and behavioural data feeds. Experiment Relentlessly Design and run A/B, geo, and time‑based holdout tests to prove incremental lift. Build dashboards and processes that surface insights and guide investment. Drive App Engagement Personalise the Raylo App experience via deep linking, contextual nudges, and in‑app messaging. Partner with Product to ship CRM‑driven features that increase MAU and upgrade conversion. Supercharge Multi‑Merchant & Product Growth Collaborate with Commercial to plan and launch merchant‑specific and new‑product campaigns (e‑g, PlayStation Flex, Raylo Business). Measure & Report Impact Own forecasts and performance reporting for CRM’s contribution to revenue, retention, and NPS. Present learnings and next steps to leadership on a regular cadence. Build & Lead the Team Hire, inspire, and develop CRM managers and specialists across channel operations, copy, and analytics. You’ll Succeed With Experience: 8+ years in CRM/lifecycle marketing, with 2–3 years leading teams and strategy. A bachelor’s degree. Platform Mastery: Hands‑on with Customer.io, Braze, Iterable, or equivalent, comfortable owning data models, automations, and complex segmentation. Data & Analytics: Proficient at building dashboards, interpreting KPIs, and partnering with BI to uncover actionable insights. Testing Discipline: Deep understanding of holdout frameworks and statistical inference to quantify true incremental impact. Channel Expertise: Email, SMS, push, and in‑app messaging, knowing when (and when not) to speak to customers for maximum CLTV. Product‑Savvy Collaborator: Thrive in cross‑functional squads, translating business goals into product and engineering requirements. Domain Advantage (Bonus): Subscription, fintech, telco, or hardware‑as‑a‑service exposure. Mindset: Customer‑first, outcome‑oriented, and comfortable in a fast‑moving, scale‑up environment. Nice‑to‑Have Working SQL knowledge for deeper data dives. Prior experience integrating CRM with mobile apps and driving app‑centric growth. Startup or high‑growth scale‑up background. Team‑leadership track record (hiring, coaching, career development). Opportunities & Benefits Share in Raylo’s success – Stock options for all employees Get the latest tech – Exclusive Raylo device lease for employees 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you Invest in your growth – L&D budget to support the skills you value Fast‑track your career – Two performance reviews a year Family‑first policies – 5 months full pay for primary caregivers, 1 month for secondary caregivers Save big on childcare – Workplace nursery scheme for major cost savings Perks on perks – Perkbox membership with discounts & wellbeing benefits Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties Hiring Process Stage 1: Talent ScreeningStage 2: Hiring Manager InterviewStage 3: Task StageStage 4: On‑site Panel InterviewStage 5: Values‑based Interview & Co‑founder Final Diversity & Inclusion at Raylo At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger. Job Details Seniority level: Executive Employment type: Full‑time Job function: Other Industries: IT Services and IT Consulting #J-18808-Ljbffr