Head of CRM & Digital Marketing

About the Organisation

We are a dynamic and forward-thinking organisation dedicated to delivering exceptional value to our customers through innovation and excellence. Our team is passionate about building long-lasting relationships and leveraging data to create meaningful experiences. As we continue to expand our global footprint, we are seeking a strategic and results-oriented Head of CRM & Digital Marketing to lead our engagement and growth initiatives.

Role Overview

As the Head of CRM & Digital Marketing, you will play a critical role in shaping the future of our customer engagement. You will be responsible for the end-to-end strategy and execution of our CRM and digital marketing programmes, focusing on driving customer retention, loyalty, and acquisition. This role requires a visionary leader who can balance creative thinking with rigorous data analysis to deliver personalised and impactful multi-channel campaigns.

Key Responsibilities

• Strategic Leadership: Define and implement a comprehensive CRM and digital marketing roadmap that aligns with the organisation’s broader commercial goals.
• Lifecycle Marketing: Design and oversee sophisticated automated customer journeys across email, SMS, push notifications, and other digital channels to improve customer lifetime value (LTV).
• Performance Marketing: Manage and optimise digital acquisition channels including SEO, PPC, and paid social to ensure high-quality lead generation and efficient cost-per-acquisition (CPA).
• Data Analysis & Insights: Lead the analysis of customer behaviour and campaign performance, using data to drive decision-making and continuous improvement.
• Segmentation & Personalisation: Develop advanced audience segmentation strategies to ensure our communications are highly relevant and tailored to individual customer needs.
• Team Management: Recruit, mentor, and lead a high-performing team of CRM and digital specialists, fostering a culture of innovation and professional growth.
• Stakeholder Collaboration: Work closely with the Product, Sales, and Creative teams to ensure brand consistency and a seamless customer experience across all touchpoints.
• Budget Management: Take full accountability for the digital marketing budget, ensuring effective resource allocation and transparent reporting on ROI.

Required Skills and Qualifications

• Experience: Proven track record in a senior CRM or digital marketing leadership role, preferably within a fast-paced or high-growth environment.
• Technical Expertise: Deep knowledge of the Hubspot CRM platform and marketing automation technologies.
• Analytical Prowess: Ability to analyse complex data sets and translate them into actionable insights and strategic recommendations.
• Communication: Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Innovative Thinking: A proactive approach to identifying emerging trends in digital marketing and customer engagement.
• Education: A Bachelor’s degree in Marketing, Business, or a related field; a Master’s degree or professional CIM qualification is highly desirable.
• Project Management: Strong organisational skills with the ability to manage multiple projects simultaneously under tight deadlines.

Benefits & Perks

• Competitive salary and performance-based bonus scheme.
• Flexible working options to support a healthy work-life balance.
• Generous annual leave and wellness programmes.
• Opportunities for continuous learning and professional development.
• A collaborative and inclusive work environment where your ideas truly matter.