Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the CRM strategy to enhance customer engagement and retention.
- Company: Join BNP Paribas Personal Finance, a top employer in consumer finance.
- Benefits: Enjoy a competitive salary, flexible benefits, and a tailored lifestyle package.
- Why this job: Make a real impact on customer experiences and drive innovative CRM strategies.
- Qualifications: Extensive CRM experience and leadership skills in a data-driven environment.
- Other info: Flexible hybrid working model with opportunities for career growth.
The predicted salary is between 43200 - 72000 £ per year.
Overview
Job Title: Head of Customer Relationship Management (CRM)
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
______________________________________________
A bit about us:
At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.
The Role
We are seeking a strategic, data-driven, and customer-centric leader to join our team as Head of CRM. This role will be responsible for owning and driving the CRM strategy to maximise customer lifetime value, engagement, and retention across all touchpoints. You will lead a team of CRM professionals and work cross-functionally with marketing, product, data, and technology teams to deliver a seamless, personalised customer experience at scale.
This role will involve defining the CRM strategy from inception through to implementation. You will work meticulously to define the systems, architecture, resources and skills needed to deliver a CRM strategy that achieves marketing and business objectives.
Responsibilities
- Work closely with the Director of B2C and Marketing Strategy to develop and lead the company’s CRM strategy, aligning with business goals and customer needs
- Own the end-to-end CRM lifecycle, from acquisition and onboarding to engagement, retention, loyalty, and win-back
- Lead the selection, implementation, and optimisation of CRM tools, platforms, and integrations
- Drive a culture of continuous testing and learning through A/B and multivariate testing
- Work with product and tech teams to integrate CRM efforts with product features, user journeys, and customer feedback loops
- Play a key role in the future development of the mobile app strategy, defining how to improve customer experience, relevance and increase retention and sales
Skills & Attributes
- Extensive experience in CRM, lifecycle marketing, or retention marketing, with solid exposure in leadership roles
- Proven success in scaling and optimizing CRM programs in a data-driven, digital-first environment
- Hands-on experience with CRM and marketing automation platforms
- Deep understanding of customer behaviour, segmentation, and personalisation strategies
- Experience with loyalty programs, referral programs, and customer journey mapping
- Experience of working within financial services or other regulated industries is a plus
What’s in it for you?
Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you\\\’ll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;
- Competitive salary and a contributory pension scheme
- Access to our Health Cash Plan Scheme
- A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
- The opportunity to buy and sell holidays, giving you even more control over your work-life balance
Could this be you?
Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you\\\’re considering a career change or exploring a sector jump, we welcome applicants with transferable skills.
Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.
To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.
Equal Opportunities Disclaimer
BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
#J-18808-Ljbffr
Head of Customer Relationship Management employer: BNP Paribas Personal Finance
Contact Detail:
BNP Paribas Personal Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Relationship Management
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in CRM and customer engagement. Show them you’re the perfect fit for their team!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in making you memorable. We suggest mentioning something specific from your conversation to reinforce your interest in the role and the company.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Head of Customer Relationship Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of CRM role. Highlight your leadership experience in CRM and any data-driven successes you've had. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer relationship management and how your vision aligns with our mission. Be genuine and let your personality come through!
Showcase Your Data Skills: Since this role is all about being data-driven, make sure to include specific examples of how you've used data to drive CRM strategies in the past. We love numbers, so don't be shy about sharing your achievements!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do!
How to prepare for a job interview at BNP Paribas Personal Finance
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in the latest CRM trends and tools. Familiarise yourself with the specific platforms mentioned in the job description and be ready to discuss how you've successfully implemented CRM strategies in your previous roles.
✨Showcase Your Leadership Skills
As a Head of CRM, you'll need to lead a team effectively. Prepare examples of how you've motivated and developed teams in the past. Think about specific challenges you faced and how you overcame them to drive results.
✨Data-Driven Decision Making
This role requires a strong focus on data. Be prepared to discuss how you've used data analytics to inform your CRM strategies. Bring examples of A/B testing or customer segmentation that led to improved engagement or retention rates.
✨Align with Company Values
BNP Paribas Personal Finance values positivity, bravery, and ownership. Reflect on how these values resonate with you and prepare to share personal anecdotes that demonstrate your alignment with their mission and culture.
