Head of CRM in City of London

Job description

Job Title: Head of CRM

Location: London – 3 days every other week (hybrid)

Package: £75,000–£85,000 base + 20% bonus

Overview:

We’re working with a leading UK-based digital financial services company that’s on an exciting journey toward profitability and scale. They’re looking for a Head of CRM to take full ownership of their customer engagement platform and play a pivotal role in shaping how millions of customers experience their brand.

This is a hands-on leadership position where you’ll combine creativity, data, and technology to drive retention, engagement, and customer lifetime value across all lifecycle touchpoints.

The Team:

You’ll report directly to the Chief Customer Officer, leading a small but highly capable team consisting of:

- A technically skilled CRM Executive (future manager potential)

- A Front-End Developer focused on email templates and landing pages

You’ll collaborate cross-functionally with senior stakeholders across Data, Analytics, Engineering, and Marketing, ensuring CRM initiatives are insight-led and technically sound.

Responsibilities:

- Own and manage the CRM platform (Braze), acting as both strategist and technical lead

- Design and deliver automated lifecycle and marketing campaigns

- Partner with Data and Analytics teams to create actionable insights and customer segmentation strategies

- Drive continuous improvement in customer engagement, retention, and conversion

- Manage, mentor, and develop the CRM team to ensure scalable best practices

- Troubleshoot and optimise campaign workflows using HTML, JavaScript, and Liquid where necessary

- Serve as the internal CRM subject matter expert and champion a test-and-learn culture

About You:

- Experienced in CRM management within a B2C digital or fintech environment

- Strong working knowledge of Braze (or a similar enterprise-level CRM platform)

- Confident working with data, customer segmentation, and campaign analytics

- Comfortable with technical troubleshooting and have exposure to HTML, JavaScript, Liquid, and Power BI

- A creative, customer-led thinker who’s passionate about delivering exceptional user experiences

- Pragmatic, hands-on, and thrives in fast-moving, entrepreneurial environments

- Natural communicator who can build trusted relationships across teams

The Impact:

This is not a “strategy-only” role — you’ll be at the heart of building and delivering the customer engagement roadmap. You’ll shape how CRM drives retention and revenue while helping scale the function.

There’s also room to expand the team with up to two additional hires next year, giving you the opportunity to grow and structure the CRM capability around you.

If you’re someone who loves building, optimising, and truly owning the CRM experience — this is an opportunity to make a tangible impact in a high-growth business.

The Recruitment Process:

- Technical interview with two team members (CRM Lead and Senior Lifecycle Manager)

- Stakeholder interview with Data and Analytics (onsite)

- Final interview with the Chief Customer Officer + meet the wider team (onsite)

Interested?

Please apply for the position or send your CV to [email protected]

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Casual / Part Time Jobs

Published at

09-11-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English