The Role – Head of CRM and Digital

You’ll lead the development of CRM and customer engagement, turning data into practical programmes that encourage repeat purchasing, strengthen retention and increase customer value. There’s plenty to build here and the opportunity to see your ideas make a tangible commercial difference.

Working alongside the Marketing Manager and Sales Leadership you’ll bring expertise in segmentation, automation, analytics and customer journeys. You’ll complement an experienced team with deep market knowledge while taking ownership of the CRM marketing strategy and its delivery.

This is a hands-on leadership role with scope to develop the function and build a small team as the business continues to grow.

Key Responsibilities – Head of CRM and Digital

• Own the CRM marketing strategy and roadmap, aligning activity with the business’s commercial priorities.
• Lead the development of marketing requirements within HubSpot, including segmentation, campaign structures, customer journeys and automation.
• Work with sales leadership and implementation partners to improve customer visibility, data quality and use of the platform.
• Develop targeted programmes covering onboarding, retention, cross-selling and customer reactivation.
• Use customer insight and purchasing behaviour to identify opportunities for repeat business and increased share of wallet.
• Work alongside the Marketing Manager to create relevant communications for established customers and emerging audiences.
• Represent CRM and customer engagement requirements within the website redevelopment project.
• Improve digital customer journeys and encourage greater adoption of online ordering.
• Establish reporting that connects customer engagement activity with meaningful commercial outcomes.
• Assess where AI, automation and digital tools can add value.
• Shape the future development of the function, including team structure and skills.