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- Tasks: Lead and shape AFME's CRM strategy, ensuring it meets organisational needs.
- Company: Join AFME, a leading trade association in the European financial markets.
- Benefits: Enjoy 27 days holiday, private medical insurance, and a 10% pension contribution.
- Why this job: Make a real impact on member engagement and data-driven decision-making.
- Qualifications: Experience with CRM platforms and strong leadership skills required.
- Other info: Flexible working hours and a collaborative team culture await you.
The predicted salary is between 43200 - 72000 ÂŁ per year.
AFME is a leading trade association for the European wholesale financial markets, employing 100 people across three locations in London, Brussels and Frankfurt. The Head of CRM is responsible for owning, shaping and delivering AFME's endâtoâend CRM strategy, ensuring the platform meets organisational, commercial and operational needs. This role will lead the development of CRM capability, data quality, governance, and user engagement across the organisation.
The postholder will partner closely with all business areas; policy, advocacy, events, membership, finance, and marketing to strengthen dataâdriven decisionâmaking, streamline processes, and ensure the CRM remains a single source of truth for AFME's members, contacts, activity and engagement records. This is a crossâorganisational role that ensures CRM supports AFME's strategic priorities, commercial objectives, and member engagement goals â providing expert guidance, strong relationshipâbuilding, and operational oversight.
Key Responsibilities- CRM Strategy & Leadership
- Own the endâtoâend CRM strategy, roadmap, architecture and platform capability.
- Provide a holistic, technical and functional view of CRM, ensuring it aligns with AFME's organisational needs and commercial priorities.
- Serve as the organisation's senior CRM expert, sought after for informed, thoughtful advice.
- Lead CRM governance, ensuring data standards, processes, ownership, and compliance are established and adhered to.
- Keep abreast of industry and technology developments, proactively improving CRM performance.
- Data Quality, Governance & Compliance
- Act as AFME's data supervisor for CRM, ensuring compliance with data protection and internal governance standards.
- Drive a culture of highâquality data input across all teams; establish clear accountability for data ownership.
- Lead dataâquality initiatives including audits, cleansing programmes, validation rules, and process redesigns.
- Ensure consistent data structures, mandatory fields, and input rules to prevent workarounds and data degradation.
- Oversee classification, maintenance and mapping of contacts, organisations and engagement activities.
- Business Partnering & Stakeholder Engagement
- Build strong relationships across all divisions, understanding needs and shaping CRM functionality to support them.
- Work closely with policy, advocacy, events, membership, finance, and marketing to improve processes and reporting.
- Help teams drive commercial value, including member retention, sales pipeline visibility, sponsorship tracking, and targeted campaigns.
- Support senior leadership with data insights, dashboards, segmentation and reporting.
- Platform Development, Processes & Integration
- Lead ongoing improvements to CRM workflows, automation, integrations, and user experience.
- Ensure CRM effectively supports key AFME processes (event registration, invoicing, membership, marketing lists, finance synchronisation, committee lists, etc.).
- Oversee resolution of system issues such as data sync problems, slow input processes, inconsistent lists, and manual workarounds.
- Work with IT, internal stakeholders and thirdâparty partners to ensure system reliability, performance, and secure access.
- Oversee enhancements to reporting, dashboards, segmentation, and analytics.
- User Training, Engagement & Change Leadership
- Take responsibility for continuous education, coaching and upskilling of CRM users.
- Deliver structured onboarding, training and guidance materials to support best practice use.
- Foster a culture of data stewardship, engagement and collective ownership.
- Actively encourage collaboration, new ideas, and user feedback to improve functionality and adoption.
- Team Leadership & Management
- Manage a small, highâperforming CRM team.
- Provide coaching, professional development, and clear performance expectations.
- Manage workload, priorities and delivery to ensure a strong operational service.
- Promote excellence, accountability, and a collaborative team culture.
- Essential:
- Previous experience working in a trade association or membership body, preferably within financial services.
- Experience with Dynamics 365 (CRM) or similar platforms with a depth of CRM knowledge and design expertise.
- Proven ability to lead CRM strategy, capability development and crossâorganisation adoption.
- Strong data governance, dataâquality, and compliance experience.
- Ability to build trusted relationships and influence stakeholders at all levels.
- Experience supporting sales, marketing and memberâengagement functions including segmentation, lead generation, and campaign effectiveness.
- Ability to articulate complex technical concepts clearly for nonâtechnical audiences.
- Demonstrable experience managing and developing a highâperforming team.
- Desirable:
- Experience with eventâplatform integrations, marketing automation or membership systems.
- Familiarity with dashboards, analytics tools and BI reporting (e.g., Power BI).
- Understanding of process optimisation, workflows and automation tools (e.g., Power Automate).
- Vendor management and contract oversight experience.
The Association for Financial Markets in Europe (AFME) provides an excellent benefits package for employees and their eligible dependents. The benefits package includes:
- 27 days Annual Holiday Allowance
- Additional 1 day Birthday Holiday
- Additional 3 days Christmas Holiday
- Private Medical Insurance
- Health Cash Plan
- Dental Insurance
- Employee Assistance Programme
- Pension Scheme â AFME contributes 10% of an employee's basic salary
- Life Assurance of 4x base salary
- Income Protection Insurance
- Worldwide Business and Leisure Travel Insurance
- Season Ticket Loan
- Cycle to Work Scheme
- EV Car Lease Scheme
- Workplace Nursery Benefit
- 4pm Friday Finish
- Hybrid working and flexiâstart/finish times
Head of CRM in London employer: AFME (Association for Financial Markets in Europe)
Contact Detail:
AFME (Association for Financial Markets in Europe) Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Head of CRM in London
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on LinkedIn, and donât be shy about reaching out to potential colleagues or mentors. You never know who might have the inside scoop on job openings!
â¨Tip Number 2
Prepare for interviews by researching the company and its CRM strategies. Understand their goals and challenges, and think about how your skills can help them achieve success. Tailor your responses to show youâre the perfect fit for their needs.
â¨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. This will help you articulate your experience and demonstrate your expertise in CRM effectively during the real deal.
â¨Tip Number 4
Donât forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of CRM in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of CRM role. Highlight your experience with CRM strategies and data governance, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Achievements: Donât just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how youâve improved CRM performance or data quality. This helps us see the value you can bring to AFME.
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon unless itâs relevant to the role. We appreciate straightforward communication, so make sure your writing reflects that. A well-structured application makes a great first impression!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way to ensure your application gets to the right people. Plus, youâll find all the details you need about the role and our organisation there!
How to prepare for a job interview at AFME (Association for Financial Markets in Europe)
â¨Know Your CRM Inside Out
Make sure you have a solid understanding of CRM systems, especially Dynamics 365. Be prepared to discuss how you've used CRM platforms in the past and how you can leverage them to meet AFME's organisational needs.
â¨Showcase Your Data Governance Skills
Since data quality and governance are key responsibilities, come ready to share examples of how you've improved data processes in previous roles. Highlight any initiatives you've led that ensured compliance and high-quality data input.
â¨Build Relationships Before You Even Start
AFME values strong relationships across divisions, so think about how you can demonstrate your ability to partner with various teams. Prepare anecdotes that showcase your collaborative approach and how you've shaped CRM functionality to support different business areas.
â¨Prepare for Change Leadership
As the Head of CRM, you'll need to lead user training and engagement. Be ready to discuss your experience in coaching teams and fostering a culture of data stewardship. Share specific strategies you've used to encourage user feedback and improve CRM adoption.
