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 growth and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional development.
- Other info: Be part of a vibrant team that values accountability and performance.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Proven CRM leadership experience in tech or e-commerce, with strong analytical skills.
The predicted salary is between 80000 - 100000 € per year.
Requirements
- 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.
What the job involves
- 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 in London 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 strong focus on personalisation and data-driven strategies, we empower our team to lead impactful initiatives that drive customer engagement and retention across international markets.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Relationship Management in London
✨Tip Number 1
Network like a pro! Reach out to people in the travel and tech sectors on LinkedIn or at industry events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Show off your expertise! Prepare a portfolio or case studies that highlight your CRM successes, especially in app-first environments. This will help you stand out during interviews.
✨Tip Number 3
Get familiar with the tools! Brush up on Braze and other CRM platforms before your interview. Being able to speak their language will show you're ready to hit the ground running.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Head of Customer Relationship Management in London
Some tips for your application 🫡
Show Your Customer Mindset:Make sure to highlight your strong customer mindset 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 confident people leader, it's crucial to showcase your experience leading large CRM teams. Share examples of how you've managed complexity across multiple markets and influenced senior stakeholders to drive results.
Highlight Your Tech Savvy:We’re looking for someone with deep expertise in app-first CRM and platforms like Braze. Make sure to mention your experience with multichannel customer engagement and how you've evolved tech stacks in previous roles.
Be Data-Driven:Show us your analytical mindset by discussing your experience working closely with data teams. Highlight how you've used customer insights and segmentation to guide decision-making and improve CRM performance.
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. Think about times when you’ve driven change or improved performance, and be ready to share how you foster accountability and a high-performance culture.
✨Demonstrate Your Analytical Mindset
Be prepared to discuss how you’ve used data to inform your CRM strategies. Bring examples of how you’ve worked with data teams on segmentation and customer insights, and how these have influenced your decision-making process.
✨Embrace AI and Innovation
Show your curiosity about emerging AI-driven CRM capabilities. Be ready to talk about how you envision integrating these technologies into CRM functions and how they can enhance customer experiences in a tech-first environment.
