At a Glance
- Tasks: Lead a dynamic CRM team to enhance customer retention and drive commercial performance.
- Company: Join a fast-paced, tech-first travel company focused on innovation.
- Benefits: Competitive salary, growth opportunities, and a vibrant work culture.
- Other info: Be part of a transformative journey in a high-growth sector.
- Why this job: Shape the future of customer engagement with cutting-edge CRM strategies.
- Qualifications: Proven CRM leadership experience in tech or e-commerce environments.
The predicted salary is between 80000 - 100000 € per year.
The ideal candidate will have a strong customer mindset and a proven track record of growing and evolving CRM functions. This role is ideal for someone with deep experience in the travel and accommodation sector within a fast‑paced, tech‑first, high‑growth environment.
Experience leading a large CRM team in a tech, digital or e‑commerce environment, with the ability to manage complexity across multiple markets and stakeholders. Deep expertise in app‑first CRM, experimentation and personalisation, with a track record of reshaping and evolving CRM functions and ways of working.
A combination of customer and analytical mindset, with strong strategic capability and a proven ability to work effectively across functions and influence senior stakeholders in fast‑paced environments. Strong knowledge of Braze and CRM platforms that support multichannel customer engagement, with the ability to own and evolve the tech stack.
Experience working closely with data teams on segmentation, customer insight and measurement, with enough fluency to guide decision‑making and drive attribution clarity. An AI‑first mindset, with curiosity about emerging AI‑driven CRM capabilities and their application within modern marketing technology.
A confident people leader with the credibility, resilience and communication skills to lead through change, drive accountability and bring others with you.
As Trainline continues to mature in the UK and international markets, our retention strategy is becoming increasingly important. CRM is a core growth lever, delivering personalised, data‑driven experiences across owned channels to drive incremental monthly active customers (iMAC), transaction frequency and lifetime value.
Reporting to the Growth Director, you’ll lead a multi‑disciplinary, multi‑geo CRM function across the full customer lifecycle. You’ll bring clarity, pace and strong leadership, taking full ownership of CRM performance and setting a high bar for impact and accountability.
- Own and deliver iMAC, transaction frequency and lifetime value from CRM, driving retention and repeat behaviour across markets, and establishing CRM as a primary driver of commercial performance.
- Lead the CRM team across lifecycle, operations and tech/reporting, setting clear priorities and standards while building a culture of accountability, pace and performance.
- Define and execute a global lifecycle strategy, shifting from campaign‑led to customer‑centric execution; advancing personalisation and real‑time orchestration using data science and behavioural signals.
- Build a high‑velocity experimentation engine with clear hypotheses and measurable outcomes, enforcing rigorous performance standards with clear visibility of incrementality.
- Own and evolve the CRM tech stack (including Braze), improve measurement, and act as the senior CRM voice across the Customer Growth pillar, driving alignment and embedding CRM in product and commercial strategies.
Head of Customer Relationship Management employer: Deepstreamtech
At Trainline, we pride ourselves on being an exceptional employer, particularly for the Head of Customer Relationship Management role. Our dynamic work culture fosters innovation and collaboration, providing employees with ample opportunities for professional growth in a fast-paced, tech-driven environment. With a focus on personalisation and data-driven strategies, we empower our team to lead impactful initiatives that shape the future of customer engagement in the travel sector.
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 travel and tech sectors. Attend industry events or webinars where you can meet potential employers or colleagues. Remember, it’s all about who you know!
✨Tip Number 2
Show off your expertise! Create a portfolio or case studies that highlight your achievements in CRM, especially in app-first environments. This will give you an edge when discussing your experience with hiring managers.
✨Tip Number 3
Prepare for interviews by brushing up on your knowledge of CRM platforms like Braze. Be ready to discuss how you've used data to drive customer engagement and retention strategies in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Customer Relationship Management
Some tips for your application 🫡
Show Your Customer Mindset:Make sure to highlight your strong customer focus in your application. We want to see how you've grown and evolved CRM functions in the past, especially in fast-paced environments like travel and accommodation.
Demonstrate Your Leadership Skills:As a people leader, it's crucial to showcase your experience managing large teams. Share examples of how you've led through change and driven accountability, as this will resonate with us at StudySmarter.
Highlight Your Tech Savvy:We’re keen on candidates who have deep expertise in CRM platforms like Braze. Make sure to mention your experience with app-first CRM and any tech stacks you've owned or evolved, as this is key for the role.
Be Data-Driven:Show us your analytical mindset by discussing how you've worked closely with data teams on segmentation and customer insights. We love candidates who can guide decision-making with data, so don’t hold back!
How to prepare for a job interview at Deepstreamtech
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM trends, especially in the travel and accommodation sector. Brush up on your knowledge of platforms like Braze and be ready to discuss how you've used them to drive customer engagement and retention.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience leading large teams in fast-paced environments. Be ready to discuss how you’ve managed complexity across multiple markets and how you’ve driven accountability and performance within your team.
✨Demonstrate Your Analytical Mindset
Be prepared to talk about how you’ve worked closely with data teams to derive customer insights and measure success. Show that you can guide decision-making with data and have a clear understanding of segmentation and attribution.
✨Embrace the AI-First Approach
Express your curiosity about emerging AI-driven CRM capabilities. Share any experiences you have with integrating AI into CRM strategies and how it has enhanced customer personalisation and engagement in your previous roles.
