CRM Lead

Role Overview

• Define and implement the UK CRM strategy, customer lifecycle framework and supporting technology roadmap
• Develop and implement a clear UK CRM strategy aligned to Communications, Sales and Customer Engagement priorities
• Design and embed structured end-to-end customer lifecycle journeys covering nurture, ownership, service, loyalty and renewal stages
• Define and lead the UK roadmap from legacy CRM systems to Salesforce Marketing Cloud, ensuring phased capability uplift and operational stability
• Contribute to the wider European CRM and technology agenda, ensuring UK requirements are represented and aligned to broader platform evolution
• Establish measurable KPIs linking CRM performance to engagement, retention, repurchase and contribution to revenue
• Manage CRM budgets and ROI accountability
• Collaborate with the Database and Customer Engagement teams to increase consent levels, improve data quality and set realistic, measurable growth targets
• Improve CRM efficiency through automation, scalable templates and more effective deployment of brand and product materials within the platform
• Lead targeted retention and repurchase initiatives, introducing milestone and behaviour-based communications to increase relevance and conversion
• Define the required CRM supplier and partner ecosystem, clearly articulating what capabilities are needed and why, with structured performance management and accountability
• Consolidate and streamline CRM operational processes, ensuring strong governance, reporting clarity and alignment across UK Communications and Marketing

Requirements

• Strong CRM leadership experience with evidence of developing strategy and improving measurable performance
• Experience designing lifecycle journeys and structured customer communications programmes
• Demonstrated ability to measure CRM effectiveness and demonstrate commercial contribution
• Experience working with CRM technology platforms (Salesforce Marketing Cloud desirable)
• Strong data awareness, including consent-led marketing environments
• Experience collaborating with technology, database and customer engagement functions
• Experience managing agencies and suppliers with clear performance oversight
• Ability to influence stakeholders within a matrix organisation
• Desirable Automotive or high-consideration purchase category experience
• Experience supporting CRM system migration or platform enhancement
• Exposure to European technology roll-out programmes

Tech Stack

• Cloud

Benefits

• Flexibility for when you work
• Request to work from home 2 days per week