At a Glance
- Tasks: Lead CRM strategy and enhance customer engagement across multiple platforms.
- Company: Join CloserStill, a dynamic B2B events company focused on innovation.
- Benefits: Competitive salary, diverse culture, and opportunities for personal growth.
- Other info: Embrace diversity and be part of an inclusive team driving change.
- Why this job: Shape the future of CRM while making impactful connections in the business world.
- Qualifications: Experience in CRM strategy and strong knowledge of Salesforce and HubSpot.
The predicted salary is between 51750 - 63250 £ per year.
WHO WE ARE
At Closer Still, we strive to deliver the best.
We're on a mission to be the most dynamic B2B events and communities business in every market we serve, bringing people together to learn, connect and grow.
WHO WE ARE
At Closer Still, we strive to deliver the best.
We're on a mission to be the most dynamic B2B events and communities business in every market we serve, bringing people together to learn, connect and grow.
Operating across five regions, we power over 200 market-leading events, publications and brands across Business Technologies, Healthcare, Learning, HR & Education, and Future Transport & Infrastructure.
But what truly sets us apart is our people.
Our teams are diverse, driven, and united by a shared commitment to excellence.
Rooted in our core values of ownership, empathy, teamwork, integrity, and determination, we empower every employee to grow, shape their own path and make a meaningful impact.
Joining Closer Still means being part of something bigger - not just building events, but creating opportunities, connections, and lasting value for the communities we serve.
WHO WE ARE LOOKING FOR
We're looking for a Head of CRM to own the strategy, operating model, governance and continuous improvement of Closer Still Media's CRM platforms.
You'll connect technology, sales, marketing, data and business operations to give us a trusted view of our customers, improve pipeline performance, strengthen marketing effectiveness and support more consistent commercial execution across the group.
This senior leadership role combines CRM platform expertise, revenue operations, program delivery, and people leadership.
You'll balance strategic planning with practical delivery and technical excellence, making sure our CRM investment delivers measurable commercial and customer outcomes.
THE ROLE
- Team management and leadership
- Lead, coach and develop the CRM and associated delivery teams, with clear objectives, accountability, performance standards and career development opportunities.
- Build a collaborative, high-performing culture focused on continuous improvement, commercial outcomes and evidence-based decision-making.
- Manage internal resources and external partners, covering capacity planning, delivery ownership, quality and knowledge transfer.
- Own CRM budget planning, forecasting and cost management, including licenses, implementation partners, support and development.
- Build strong relationships across Technology, Sales, Marketing, Data, Digital, Finance and the wider business, communicating effectively with stakeholders at all levels.
- Strategy, roadmap and program delivery
- Define and maintain the group CRM strategy across Salesforce, Hub Spot and associated technologies, aligned with commercial objectives, customer engagement and scalable operations.
- Own the CRM roadmap, prioritising initiatives by business value, strategic alignment, resource availability and delivery capacity.
- Lead discovery, requirements gathering, business case development, process design and delivery planning for CRM initiatives.
- Oversee CRM programmes and projects, managing scope, milestones, dependencies, resources, risks and measurable outcomes.
- Report clearly to senior stakeholders, flagging progress, risks, issues and decisions that need escalating.
- CRM operating model and commercial effectiveness
- Establish and maintain a clear CRM operating model that defines platform ownership, business responsibilities, governance, support processes and decision-making authority.
- Develop consistent CRM processes, standards and ways of working across the group, cutting unnecessary complexity, customisation and fragmented solutions.
- Partner with commercial leaders to improve pipeline management, forecasting, conversion, cross-sell, upsell, account development and customer retention.
- Make sure the CRM supports an international exhibitions and events business, including show-level sales activity, group accounts, exhibitors, sponsors and repeat customers.
- Put effective governance in place for data quality, security, privacy, regulatory compliance and system resilience, backed by the right controls and performance monitoring.
- Drive adoption and process improvement through user engagement, training, performance measurement and ongoing optimisation.
- Technical leadership
- Provide senior technical and functional leadership across Salesforce, Hub Spot and associated CRM technologies, keeping platforms scalable, secure, maintainable and aligned with business needs.
- Oversee CRM architecture, data models, pipelines, workflows, automation, permissions, reporting, dashboards and user experience.
- Lead the design and delivery of integrations with event platforms, websites, marketing technologies, finance systems, data platforms and other business applications.
- Oversee technical delivery, including data migrations, testing, release management, incident resolution and change control.
- Evaluate emerging CRM capabilities, including AI and automation, and find opportunities to improve productivity, customer engagement and commercial performance while managing technical debt.
- Marketing technology and customer engagement
- Own the effective use of Hub Spot and relevant Salesforce capabilities for campaign management, segmentation, lead nurturing, scoring, routing, automation and attribution.
- Partner with Marketing and event teams to improve campaign planning, audience targeting, personalisation, consent management and customer lifecycle engagement.
- Improve the marketing-to-sales handover, including follow-up, conversion tracking and ongoing feedback between teams.
- Improve the accessibility, quality and use of customer data to support marketing performance, commercial decisions and customer engagement.
ABOUT YOU
- Significant experience leading CRM strategy, operations, delivery or transformation in a complex, multi-team organisation.
- Strong working knowledge of Salesforce architecture and administration, including data models, objects, automation, security, reports, dashboards, integrations, release management and user adoption.
Sales Cloud experience is expected, and other Salesforce products are a bonus.
- Strong working knowledge of Hub Spot CRM and marketing capabilities, including objects and properties, pipelines, workflows, segmentation, lifecycle stages, lead scoring, reporting, integrations and governance.
- Experience creating and delivering multi-year roadmaps, prioritised backlogs and programmes involving technology, process, data and organisational change.
- Experience managing budgets, supplier relationships, licences, commercial negotiations, capacity planning and delivery trade-offs.
- A good understanding of data quality, master and reference data, APIs, integrations, identity and reporting, and the practical implications of connecting CRM to other platforms.
We do not usually offer sponsorship for this role.
Closer Still Media reserves the right to request a DBS or credit check should the role require it.
DIVERSITY AND INCLUSION
Closer Still Media embrace diversity in all its forms and are committed to continuing to develop a diverse and inclusive environment that encourages collaboration and innovation.
We are an equal opportunity employer.
All applicants will be considered for employment based on merit without attention to age, ethnicity, religion or beliefs, sexual orientation, gender identity, family or parental status or disability status.
We are committed to ensuring an inclusive and accessible recruitment process.
If you require any reasonable adjustments at any stage, don't hesitate to get in touch with our HR team at
Head of CRM in London employer: CloserStill Media Limited
CloserStill Media Limited is an international specialist event organiser and publishing company that fosters a vibrant, inclusive culture where collaboration and innovation thrive. Employees benefit from a dynamic work environment with opportunities for professional growth and development across various sectors, including Environment, Healthcare, and Business Technology. The company's commitment to delivering world-class events and publications ensures that team members are engaged in meaningful work that drives industry solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for CloserStill Media Limited and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like CloserStill Media Limited are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with CloserStill Media Limited on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
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We think you need these skills to ace Head of CRM in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit CloserStill Media Limited. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of CloserStill Media Limited:Show us that you’ve done your homework! In your application, briefly mention what you admire about CloserStill Media Limited’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at CloserStill Media Limited
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at CloserStill Media Limited will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At CloserStill Media Limited, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
