Head of CRM
London, Full Time, Salary based on experience
Why you should join us!
At Materials Market, we are transforming how construction materials are bought and sold. We're building the UK’s most advanced procurement engine for bulky building materials - one that transforms a fragmented, localised supplier base into a powerful, dynamic network that delivers unrivalled price, speed, and service.
Founded in 2020, we’ve already helped thousands of building trade and DIY customers access better outcomes through our unique approach to order allocation. Rather than presenting static supplier listings, our platform delivers a single, marketplace proposition for building materials - generated in real time by leveraging our nationwide supplier network at the point of order.
Through our proprietary Live Feed, we empower local suppliers to self-select the orders that best suit their delivery capacity and commercial fit - unlocking incremental revenue without the need for digital infrastructure, and ensuring every order is fulfilled efficiently and competitively.
Role overview
As we scale, building strong relationships across our marketplace is essential. The Senior CRM Manager will be key to deepening funnel engagement and boosting lifetime value through targeted strategies across email, SMS, and WhatsApp - refining segmentation, shaping personalised journeys, and building loyalty that drives repeat behaviour.
This role sits at the core of our growth strategy, powering better retention, relevance, and repeatability across our three customer segments: Trade Ecommerce, DIY Ecommerce, and MaterialsPro.
Reporting to the CEO and embedded in the marketing team, you'll own the customer contact strategy - leading lifecycle comms that turn user insight into high-impact campaigns and go-to-market plans. You’ll drive product-led messaging across both customer and supplier sides, fuelling engagement and long-term growth.
You’ll need to be sharp, agile, and execution-focused - balancing long-term strategy with fast delivery. You’ll be confident distilling complexity into clear, compelling narratives. Your work will be critical to scaling adoption of our procurement engine and reinforcing our edge on price, speed, and amazing customer service.
What you’ll do
● Lead the end-to-end CRM strategy - developing lifecycle communications that deepen engagement, drive order fulfillment, and build long-term value
● Deliver multi-channel campaigns (email, SMS, WhatsApp) - driving both successful supplier and customer-side outcomes across acquisition, retention, and loyalty
● Own customer segmentation - defining, evolving and activating cohorts across the funnel, in collaboration with stakeholders across marketing, growth, product, and CX
● Lead CRM messaging, proposition development, and go-to-market plans for new products, features, and tools - ensuring sharp, targeted comms that scale adoption
● Develop and execute our B2B/ supplier CRM strategy - strengthening supplier-side engagement and commercial output via relevant, high-impact communications
● Drive our email marketing and CRM growth agenda - pushing innovation across enquiry generation, conversion, retention and reactivation
● Build, track, and optimise CRM KPIs - embedding a test-and-learn approach that informs strategy, improves performance, and unlocks channel efficiencies
● Champion CRM tooling - identifying, implementing and evolving automation and optimisation opportunities across our stack
● Foster CRM excellence across the business - coaching teams, shaping best practice, and raising the bar on how we speak to and support customers and suppliers
Requirements
● Proven experience leading high-performing CRM or lifecycle marketing teams in fast-paced digital environments. Digital marketplace experience is valuable but not essential
● Deep understanding of CRM strategy and execution across key channels - email, SMS, WhatsApp - and how they contribute to customer growth and retention
● Highly data-literate with a test-and-learn mindset; comfortable using segmentation, cohort analysis and campaign data to optimise performance and influence roadmap decisions
● Strong commercial acumen paired with creative judgement - able to balance brand, messaging and revenue impact
● Excellent cross-functional collaborator, with experience working closely with product, engineering, growth, and senior stakeholders (including founders)
● Highly organised and autonomous operator- comfortable managing multiple workflows while keeping customer experience at the core
● Familiar with the legal and regulatory frameworks that underpin CRM (GDPR, ICO), and confident designing compliant comms strategies
● Well-versed in Hubspot, with at least 2-3 years of hands-on experience of the platform; able to assess stack performance, and implement process improvements with minimal onboarding
● Confident driving B2B lifecycle strategies, with a solid understanding of supplier engagement dynamics and buyer behaviour
● Values-driven leader with a track record of mentoring teams, building CRM capability, and embedding best practice across organisations
● Passionate about building long-term value through great CRM - customer-obsessed, performance-focused, and innovation-curious
Salary: Dependent on experience
Job Type: Full-time, Permanent
Schedule: 8am – 5pm Monday to Friday
Work Location: Hybrid between home and Materials Market’s London HQ
Perks we offer:
● Be part of a dynamic, friendly and exciting workplace
● Cycle to Work scheme
● Gym membership
● Private medical insurance
● New MacBook