Head of CRM (12-month FTC)

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About Motorway

Motorway is the UK's fastest-growing used car marketplace - our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

About the role

Motorway is seeking an experienced Head of CRM & Lifecycle to develop and implement our CRM and lifecycle strategy across our two-sided marketplace, ensuring that we deliver exceptional experiences to our B2C and B2B customers at every stage of their journey.

Reporting directly to the CMO, you will be responsible for creating and leading the execution of a strategic CRM plan. You will optimise our lifecycle campaigns, expand customer reach and touchpoints, personalise our communications and support other key functions (Product, Engineering, Sales) across the business and marketing stakeholders that utilise CRM.

You will build and innovate the CRM team, provide strategic leadership, foster a high-performing, collaborative culture, and ensure functional excellence.

The ideal candidate will have a strong understanding of CRM, product, and customer experience, a proven track record of success in a leadership role, and previous experience delivering a technology-powered customer engagement strategy.

This is a unique opportunity to join an exceptional team in a fast-paced and rewarding environment that is transforming the used car market.

Please note that this is a Fixed Term Contract for 12 months.

What you'll do:

• Create a strategic vision for CRM across multiple touch points (email, push, SMS, in-app messaging), and align team/ stakeholders;
• Define a data-informed marketing strategy, including how we use consumer data and insights to drive segmentation, targeting, messaging and campaigns and how those can be adapted across segments.
• Manage and coach a team of CRM Managers and CRM Executives across Consumer and B2B to create and execute lifecycle and marketing campaigns that deliver excellent customer interactions across multiple touch points.

• Optimise our use of Braze, our CRM platform, by expanding the functionality and our capabilities to reach customers.
• Own the forecast and budget around enquiries, conversion and revenue.
• Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation.
• Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalised, and consistent with brand standards.
• Work with tech and product teams, identifying, assessing and managing innovative CRM marketing automation and tech stack, to help us deliver against our goals; highlighting and prioritising opportunities for automation and optimisation.
• Analyse data and reports to identify trends and opportunities to improve customer experience and product discoverability.
• Embrace and champion a test-and-learn environment to demonstrate new ways to drive engagement and increase customer loyalty.
• Report regularly on progress and results to various stakeholders, including senior leadership.
• Establish key metrics for retention success, develop dashboards with the analytics team, and monitor and report regularly to leadership & key stakeholders across the organisation.
• Stay up-to-date on the latest CRM trends and technologies
• Manage, nurture and grow the CRM team, maintaining a high-performing team.

Requirements

• Experience in Customer marketing and CRM with a track record of successfully developing and executing highly impactful CRM programmes and initiatives, preferably in a scaling consumer tech or marketplace business with millions of customers.
• Strategic and analytical, with a focus on understanding customer behaviour and planning around data-driven insights and strategy development. Strong commercial acumen, brand appreciation and a good creative eye.
• Bias to action and delivering results and experience as the final point of accountability for commercial targets and business results.
• Technical CRM tool expertise (ideally Braze) with a deep understanding of related KPIs and analytics.
• Strong knowledge of retention marketing tactics and best practices.
• High attention to detail and comfortable managing multiple priorities, with the ability to adapt priorities quickly in response to in-market changes
• Demonstrated success in building and leading high-performance marketing teams in a hyper-growth environment.
• Experience collaborating with product and engineering teams
• Analytical mindset with the ability to articulate the quantitative and qualitative impact of our efforts.
• Strong verbal and written communication skills. You'll be able to build trust and influence with peers and stakeholders, communicate effectively upwards and downwards, and confidently communicate your vision.
• Ability to work strategically at a senior level as well as being comfortable to roll up your sleeves and be hands-on in the role.

Benefits

• A competitive salary
• Annual learning budget - with your learning budget, you can pay for learning experiences to support your progression.
• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• Hybrid working from home (approximately 1-2 days in the office a week)
• Pension scheme
• Regular social events
• Cycle to work scheme

Equal opportunities statement

We are committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where people can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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