Bracknell, England, United Kingdom of Great Britain and Northern Ireland
Full Time
3 weeks ago
No Sponsorship
Key skills
CloudSalesforceCRMLeadershipSales
About this role
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