What you'll be doing
The Head of CRM will develop and execute the overall customer relationship strategy to maximise retention, loyalty, and customer lifetime value (CLV) and report into the VP of Marketing. This senior leader will oversee the implementation and management of CRM systems, analyse customer data to identify trends, and lead cross‑functional efforts to personalise marketing, sales, and customer service interactions, constantly optimising results.
Key Responsibilities
* CRM Strategy: Promote long‑term growth through integrated customer engagement, segmentation, and retention strategies.
* System Ownership: Manage CRM tech stack (Salesforce)
* Data Insights: Analyse customer behaviour to guide personalization and inform marketing decisions.
* Campaign Delivery: Lead automated, multi‑channel journeys (Email, SMS, Push) with targeted segmentation.
* Leadership: Hire and develop a data‑driven CRM team focused on a customer‑centric culture.
* Collaboration: Align CRM projects with Sales, Product, and Marketing to meet business goals.
* Performance & ROI: Report on key metrics (CLV, Retention, Churn, ROI) to senior stakeholders.
* Compliance: Ensure all data practices follow GDPR and governance standards.
* Budgeting: Manage CRM spend, forecasting, and tech investment ROI
Experience that will put you ahead of the curve
* Prior experience within CRM, customer experience management, or digital marketing, or in a leadership capacity.
* Experience with CRM platforms (Salesforce an advantage) and marketing automation tools.
* Analyse data, interpret customer behaviour, and turn insights into relevant marketing strategies.
* Demonstrated experience building and managing teams, to motivate and drive performance.
* Present complex data to senior stakeholders.
What's in it for you
The expected range for this role is £60,000 - £70,000
This is a Hybrid role from our Cardiff Office, working three days from the office, two from home.
Plus more great perks, which include:
* Uncapped leave, because we trust you to manage your workload and time
* When we hit our targets, enjoy a share of our profits with a bonus
* Refer a friend and get rewarded when they join Future
* Well‑being support with access to our Colleague Assistant Programmes
* Opportunity to purchase shares in Future, with our Share Incentive Plan
Internal job family level P4
Equal Opportunities
We embrace and celebrate diversity, making it part of who we are. Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive. When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. Because a diverse team isn't just good for business. It's the Future.
Please let us know if you need any reasonable adjustments made so we can give you the best experience!
#LI-Hybrid
This is a hybrid remote/in-office role.
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