Job Title: CRM Director Location: London (Hybrid) Salary: £90,000 - £120,000 The Company This is an exciting opportunity to join one of the UK’s fastest-growing digital consumer brands - a disruptive force with a passionate customer community and ambitious plans for global expansion. Renowned for its bold creativity, innovative product development, and seamless customer experience, the company has grown rapidly in recent years, becoming a household name in its space. Operating in a high-volume, high-velocity digital environment, the brand blends best-in-class technology with a deep understanding of consumer behaviour. As it continues to scale across new international markets and digital verticals, the business is now looking to hire a CRM Director to spearhead its customer lifecycle strategy across multiple brands and customer touchpoints. Role & Responsibilities As CRM Director, you’ll be the architect and owner of a greenfield CRM function - shaping the customer journey from acquisition to loyalty across a portfolio of dynamic, high-visibility brands. This role sits within a high-performing, collaborative marketing team and offers a rare opportunity to build CRM foundations in a business where customer engagement is central to growth. Your key responsibilities will include: • Designing and owning a full-funnel CRM roadmap, from onboarding and conversion to reactivation and retention - with full autonomy to shape the direction of CRM across multiple brands • Leading the planning, execution, and optimisation of multichannel lifecycle campaigns across email, SMS, push, in-app messaging, and beyond • Owning the selection, integration, and optimisation of CRM tools - including but not limited to Klaviyo, Braze, Iterable, Salesforce Marketing Cloud, Customer.io, and HubSpot - to ensure the tech stack is scalable, automated, and aligned with the wider martech ecosystem • Collaborating closely with Brand, Product, Data, and Engineering teams to deliver hyper-personalised, data-driven customer experiences at scale • Working directly with founders and senior leadership at board level to align CRM strategy with broader business goals and commercial objectives • Defining and tracking performance metrics across the lifecycle funnel - using advanced segmentation, experimentation, and analytics to drive retention, increase lifetime value, and maximise marketing ROI • Acting as both the strategic lead and hands-on CRM operator, setting the long-term vision while delivering day-to-day execution across multiple customer brands and verticals • Supporting international expansion by localising lifecycle strategies and adapting CRM programs for new markets and audiences This is a standalone, high-impact role - so you’ll need to be as comfortable setting strategy as you are rolling up your sleeves to get things done. Your Skills & Experience • 8+ years of CRM experience within digital-first, fast-paced environments - ideally across ecommerce, fintech, gaming, or high-growth D2C • Expertise with CRM platforms such as Salesforce Marketing Cloud, Microsoft Dynamics, Braze, Iterable, HubSpot, or similar tools, with hands-on experience in segmentation, lifecycle automation, and third-party integrations • Experience working with subscription models and managing lifecycle strategies for recurring revenue businesses is a strong bonus • Deep commercial awareness with strong knowledge of performance metrics, testing frameworks, attribution, and ROI analysis • Proven ability to work cross-functionally with Product, Data, Brand, and Engineering teams • Experience working with founders and senior leadership at board level, influencing strategic direction and business priorities • Adaptable, agile, and energised by high-growth environments where things move quickly • Data-obsessed, detail-oriented, and excited by the challenge of building CRM foundations from scratch Company Benefits • 25 days holiday (plus bank holidays), with additional leave options for volunteering and mental health days • Hybrid working model with flexible hours, enabling you to balance remote work and time in the vibrant London HQ - complete with artisan coffee, healthy snacks, and Friday social drinks • Generous pension scheme with employer contributions above statutory minimums • Comprehensive private healthcare and dental coverage for you and your immediate family, plus access to virtual GP services • Annual personal development budget to spend on courses, conferences, or certifications relevant to your career growth • Regular team lunches, quarterly offsites, and company-wide events that foster creativity, collaboration, and a strong sense of community • Wellness programs including subsidised gym memberships, meditation sessions, and access to mental health resources • Equity options, giving you a real stake in the company’s future success • Cutting-edge tech setup including the latest laptops, multiple monitors, and accessories to optimise your workflow • Parental leave beyond statutory requirements, plus support for new parents returning to work • Employee referral bonuses to reward you for helping us find great talent • Charity days allowing you to support causes you care about with paid time off • Opportunities for international travel and collaboration as the company expands into new markets • A culture that actively encourages innovation, experimentation, and sharing ideas - where your voice really matters JOB ID: #3321955