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- Tasks: Lead CRM and customer communications, driving engagement and retention across various channels.
- Company: Currencies Direct is a dynamic financial services company focused on customer-centric solutions.
- Benefits: Enjoy a full-time role with opportunities for remote work and collaboration in a vibrant team.
- Why this job: Join a fast-paced environment where your insights can shape customer experiences and drive real impact.
- Qualifications: Strong understanding of CRM tools, lifecycle marketing, and data-driven decision making required.
- Other info: This is a 12-month fixed-term contract based in London.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for a commercially focused and customer centric Head of CRM and Customer Communications to lead the delivery of our brand portfolio's lifecycle marketing and broadcast customer communications strategy. You will be responsible for driving engagement, retention, and reactivation across all customer segments — with a primary focus on B2C — using owned channels including email, SMS, WhatsApp, and web.
This role is ideal for someone who thrives in a fast-paced, multi-market environment and who understands how to use data, automation, and customer insight to optimise journeys and build long-term value. You will collaborate with Creative, Strategy & Planning, and Commercial teams to deliver compliant, relevant, and results-driven communications across the lifecycle — from lead nurturing through to customer advocacy.
What you will do:
- Broadcast Customer Communications: Build and own the customer communications calendar across all owned channels: email, SMS, WhatsApp, and web. Serve as the marketing point of contact (alongside Creative) for communications linked to compliance, operational changes, and brand updates.
- Lifecycle Marketing: Design and optimise automated and standalone campaigns to move leads through the funnel and convert prospects into active customers. Collaborate with Strategy, Planning, Content, and Creative to develop reactivation and win-back campaigns aimed at increasing engagement and revenue from existing customers. Relaunch the offline refer-a-friend programme and formalise a sales referral model in partnership with the sales team. Drive advocacy by encouraging customer reviews on platforms such as Trustpilot.
- Data, Technology and Automation: Work closely with Data, Tech, and Sales teams to ensure first-party data capture is effective, segmentation is optimised, and CRM systems and integrations are supporting lifecycle goals. Lead the evolution of our CRM tech stack and automation capability, ensuring personalisation at scale.
- Partnerships Support: Collaborate with regional commercial teams on 1:many partnership deals, testing and iterating quickly to maximise revenue opportunities. Partner with the Demand Generation team to support the activation of B2B2C partners with CRM best practice and lifecycle communications expertise.
What you will need:
- Strong commercial acumen and deep understanding of lifecycle marketing, CRM tools, and customer segmentation.
- Hands-on and confident working with CRM platforms and marketing automation tools — experience in referral and reviews strategies is a plus.
- Analytical and insight-led – enjoys working with data to drive decision making, testing, and optimisation.
- Experienced in experimentation and testing frameworks, with a track record of improving lifecycle performance.
- Comfortable operating at both strategic and executional levels — able to balance long-term planning with fast-paced campaign execution.
- A self-starter with a start-up mentality – action-oriented, resourceful, and confident managing multiple priorities across markets.
Bonus points:
- Experience working across both B2B and B2C CRM environments preferred.
- Multi-market experience highly desirable.
Head of CRM and Customer Communications (12 Month FTC) (Basé à London) employer: Golden Bees
Contact Detail:
Golden Bees Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of CRM and Customer Communications (12 Month FTC) (Basé à London)
✨Tip Number 1
Familiarise yourself with the latest trends in CRM and customer communications. Understanding current best practices and innovative strategies will help you stand out as a candidate who is not only knowledgeable but also passionate about the field.
✨Tip Number 2
Network with professionals in the CRM space, especially those who have experience in B2C environments. Engaging in conversations and attending industry events can provide valuable insights and connections that may benefit your application.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to drive marketing decisions in previous roles. Being able to discuss specific metrics and outcomes will demonstrate your capability to optimise customer journeys effectively.
✨Tip Number 4
Research Currencies Direct and their brand portfolio thoroughly. Understanding their customer segments and existing communication strategies will allow you to tailor your approach and show how you can add value to their team.
We think you need these skills to ace Head of CRM and Customer Communications (12 Month FTC) (Basé à London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and customer communications. Focus on your achievements in lifecycle marketing, data-driven decision making, and any specific tools you've used that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your commercial acumen and understanding of customer segmentation. Use specific examples from your past roles to demonstrate how you have successfully driven engagement and retention.
Highlight Relevant Skills: In your application, emphasise your hands-on experience with CRM platforms and marketing automation tools. Mention any experience with referral strategies or customer advocacy initiatives, as these are key aspects of the role.
Showcase Analytical Abilities: Include examples of how you've used data to inform your marketing strategies. Discuss any frameworks you've implemented for testing and optimisation, as this will show your analytical mindset and ability to improve lifecycle performance.
How to prepare for a job interview at Golden Bees
✨Showcase Your CRM Expertise
Make sure to highlight your experience with CRM tools and lifecycle marketing strategies. Be prepared to discuss specific campaigns you've led and the results achieved, as this role requires a strong understanding of customer segmentation and engagement.
✨Demonstrate Analytical Skills
Since the role involves working with data to drive decisions, come equipped with examples of how you've used analytics to optimise marketing efforts. Discuss any frameworks or methodologies you've employed for testing and improving lifecycle performance.
✨Emphasise Collaboration Experience
This position requires collaboration with various teams, so be ready to share instances where you've successfully worked with creative, strategy, and commercial teams. Highlight your ability to balance strategic planning with execution in a fast-paced environment.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about challenges you've faced in previous roles related to customer communications and how you overcame them, particularly in multi-market settings.