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For Companies At a Glance
- Tasks: Lead CRM and customer communications, driving engagement and retention across various channels.
- Company: Currencies Direct is a dynamic financial services company focused on customer-centric solutions.
- Benefits: Enjoy flexible working options, a vibrant team culture, and opportunities for professional growth.
- Why this job: Join a fast-paced environment where your data-driven strategies can make a real impact.
- Qualifications: Strong commercial acumen and experience with CRM tools; analytical mindset required.
- Other info: This is a 12-month fixed-term contract based in London.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for a commercially focused and customer centric Head of CRM and Customer Communications to lead the delivery of our brand portfolio’s lifecycle marketing and broadcast customer comms strategy. You’ll be responsible for driving engagement, retention, and reactivation across all customer segments — with a primary focus on B2C — using owned channels including email, SMS, WhatsApp and web. This role is ideal for someone who thrives in a fast-paced, multi-market environment and who understands how to use data, automation and customer insight to optimise journeys and build long-term value. You’ll collaborate with Creative, Strategy & Planning, and Commercial teams to deliver compliant, relevant and results-driven communications across the lifecycle — from lead nurturing through to customer advocacy.
What you'll do
- Broadcast Customer Communications: Build and own the customer communications calendar across all owned channels: email, SMS, WhatsApp and web. Serve as the marketing point of contact (alongside Creative) for communications linked to compliance, operational changes, and brand updates.
- Lifecycle Marketing: Lead nurture: Design and optimise automated and standalone campaigns to move leads through the funnel and convert prospects into active customers. (Re)Activation: Collaborate with Strategy, Planning, Content and Creative to develop reactivation and win-back campaigns aimed at increasing engagement and revenue from existing customers. Advocacy: Relaunch the offline refer-a-friend programme and formalise a sales referral model in partnership with the sales team. Social proof: Drive advocacy by encouraging customer reviews on platforms such as Trustpilot — note: this role does not include responding to reviews.
- Data, Technology and Automation: Work closely with Data, Tech and Sales teams to ensure first-party data capture is effective, segmentation is optimised, and CRM systems and integrations are supporting lifecycle goals. Lead the evolution of our CRM tech stack and automation capability, ensuring personalisation at scale.
- Partnerships Support: Collaborate with regional commercial teams on 1:many partnership deals, testing and iterating quickly to maximise revenue opportunities. Partner with the Demand Generation team to support the activation of B2B2C partners with CRM best practice and lifecycle comms expertise.
What you'll need
- Strong commercial acumen and deep understanding of lifecycle marketing, CRM tools, and customer segmentation.
- Hands-on and confident working with CRM platforms and marketing automation tools — experience in referral and reviews strategies is a plus.
- Analytical and insight-led – enjoys working with data to drive decision making, testing and optimisation.
- Experienced in experimentation and testing frameworks, with a track record of improving lifecycle performance.
- Comfortable operating at both strategic and executional levels — able to balance long-term planning with fast-paced campaign execution.
- A self-starter with a start-up mentality – action-oriented, resourceful and confident managing multiple priorities across markets.
- Experience working across both B2B and B2C CRM environments preferred. Multi-market experience highly desirable.
Head of CRM and Customer Communications (12 Month FTC) > employer: Redpin Company
Contact Detail:
Redpin Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of CRM and Customer Communications (12 Month FTC) >
✨Tip Number 1
Familiarise yourself with the latest trends in CRM and customer communications. Understanding current best practices and innovative strategies will help you stand out during discussions and interviews.
✨Tip Number 2
Network with professionals in the CRM field, especially those who have experience in B2C environments. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of successful lifecycle marketing campaigns you've led. Being able to articulate your past achievements will demonstrate your capability and confidence in the role.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in previous roles. Highlighting your ability to optimise campaigns based on insights will resonate well with the hiring team.
We think you need these skills to ace Head of CRM and Customer Communications (12 Month FTC) >
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and customer communications. Focus on your achievements in lifecycle marketing, data-driven decision making, and any specific tools you've used that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your commercial acumen and understanding of customer segmentation. Use specific examples from your past roles to demonstrate how you have successfully driven engagement and retention.
Highlight Relevant Skills: In your application, emphasise your hands-on experience with CRM platforms and marketing automation tools. Mention any experience with referral strategies and your analytical skills that support data-driven marketing decisions.
Showcase Multi-Market Experience: If applicable, include examples of your work across different markets. This will demonstrate your ability to adapt strategies for diverse customer segments, which is crucial for this role.
How to prepare for a job interview at Redpin Company
✨Showcase Your CRM Expertise
Make sure to highlight your experience with CRM tools and lifecycle marketing strategies. Be prepared to discuss specific campaigns you've led, focusing on how you used data and automation to drive engagement and retention.
✨Demonstrate Commercial Acumen
Since the role requires strong commercial focus, come ready to discuss how you've previously balanced customer needs with business objectives. Share examples of how your decisions positively impacted revenue or customer satisfaction.
✨Prepare for Data-Driven Discussions
Expect questions about your analytical skills and how you've used data to inform your marketing strategies. Be ready to explain your approach to segmentation and personalisation, and provide examples of how you've optimised customer journeys.
✨Emphasise Collaboration Skills
This role involves working closely with various teams, so be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've partnered with creative, strategy, and sales teams to achieve common goals.
