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For Companies At a Glance
- Tasks: Lead and shape the CRM strategy for a fast-growing digital brand.
- Company: Join a top UK digital consumer brand known for innovation and creativity.
- Benefits: Enjoy 25 days holiday, hybrid working, and comprehensive healthcare.
- Why this job: Make a real impact by building a CRM function from the ground up.
- Qualifications: 6+ years in CRM with hands-on experience in digital-first environments.
- Other info: Collaborate with founders and senior leaders in a dynamic, innovative culture.
The predicted salary is between 48000 - 72000 £ per year.
Location: London (Hybrid - flexible, office visits as needed)
The Company
Join one of the UK’s fastest-growing digital consumer brands - a creative, customer-focused business with a reputation for standout digital experiences. Known for innovative products and a distinctive brand voice, the company has scaled rapidly and is now a household name.
This is a fully in-house role, giving you full ownership of the CRM function. You’ll set strategy, build the team, and run campaigns that directly shape the customer experience and drive growth. Operating in a fast-paced, digital-first environment, the business combines technology and customer insight to drive engagement and retention across multiple brands. As it scales globally, CRM sits at the heart of its strategy.
This is a rare chance to lead a greenfield CRM function in a founder-led business - with real influence at board level and the freedom to shape long-term strategy.
As CRM Director, you’ll define and own the end-to-end CRM and customer lifecycle strategy across a portfolio of high-visibility brands. This is a greenfield role, offering full autonomy to build CRM foundations, select and optimise platforms, and scale lifecycle programmes across channels and markets.
You’ll work closely with founders and senior leadership, acting as the CRM authority within the business - balancing long-term strategic vision with hands-on execution in a fast-paced environment.
- CRM Strategy & Roadmap: Define and own the full-funnel CRM strategy across onboarding, engagement, retention, and reactivation.
- Lifecycle Campaign Leadership: Lead planning, execution, and optimisation of multichannel lifecycle campaigns across email, SMS, push, in-app, and emerging channels.
- Technology & Platforms: Own CRM platform selection, implementation, and optimisation (e.g. Klaviyo, Braze, Iterable, Salesforce Marketing Cloud, HubSpot, Customer.io), ensuring scalability and seamless integration with the wider martech stack.
- Personalisation & Data: Use advanced segmentation, customer insight, and experimentation to deliver personalised experiences at scale.
- Cross-Functional Collaboration: Partner with Brand, Product, Data, and Engineering teams to embed CRM across the wider customer experience.
- Leadership & Influence: Act as a senior voice within the marketing leadership team, influencing founders and stakeholders at board level.
- Performance & Commercial Impact: Define success metrics across the lifecycle, using data to drive improvements in retention, LTV, and ROI.
- Hands-On Delivery: Operate as both strategic leader and executional expert, particularly in the early stages of building the CRM function.
- International Expansion: Support global growth by adapting CRM strategies for new markets, audiences, and cultural contexts.
Skills & Experience
- 6+ years’ experience in CRM or lifecycle marketing within fast-paced, digital-first businesses (ecommerce, D2C, fintech, gaming, or subscription models preferred).
- Deep, hands-on expertise with enterprise CRM platforms and marketing automation tools.
- Strong commercial mindset with experience driving retention, lifetime value, and revenue growth through CRM.
- Proven ability to build CRM functions and frameworks from scratch.
- Confident working cross-functionally with Product, Data, Brand, and Engineering teams.
- Experience influencing founders and senior stakeholders at board level.
- Highly data-driven, detail-oriented, and comfortable operating in high-growth environments.
Company Benefits
- 25 days holiday + bank holidays, plus additional leave for volunteering and mental health.
- Hybrid working model with flexible hours and time in the London HQ.
- Comprehensive private healthcare and dental cover for you and your immediate family.
- Virtual GP access, subsidised gym memberships, and wellbeing initiatives.
- Annual personal development budget for courses, certifications, and conferences.
- Opportunities for international travel and collaboration as the business scales globally.
- Regular team lunches, quarterly offsites, and company-wide events.
- Enhanced parental leave and support for returning parents.
- Charity days and employee referral bonuses.
- Cutting-edge tech setup with the latest laptops, monitors, and accessories.
- A culture that encourages innovation, experimentation, and bold ideas, where your voice has real influence.
CRM Director (In-house) - #3517859 employer: Herd Digital
Contact Detail:
Herd Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Director (In-house) - #3517859
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your CRM successes and strategies. When you get the chance to chat with hiring managers, share these examples to demonstrate your expertise and how you can add value.
✨Tip Number 3
Prepare for interviews by researching the company’s CRM practices and thinking about how you can improve them. Bring fresh ideas to the table and be ready to discuss how you’d tackle their specific challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace CRM Director (In-house) - #3517859
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the CRM Director role. Highlight your experience with CRM strategies, lifecycle campaigns, and any tech platforms you've worked with. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for CRM and how you can contribute to our growth. Be sure to mention specific achievements that demonstrate your ability to drive retention and engagement.
Showcase Your Data Skills: Since we’re all about data-driven decisions, make sure to highlight your experience with analytics and performance metrics. Talk about how you've used data to improve customer experiences and drive results in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Herd Digital
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM platforms and tools mentioned in the job description, like Klaviyo or Salesforce Marketing Cloud. Be ready to discuss how you've used these tools in past roles to drive customer engagement and retention.
✨Showcase Your Strategic Vision
Prepare to articulate your vision for a greenfield CRM function. Think about how you would approach building the strategy from scratch and be ready to share specific examples of successful campaigns you've led that align with the company's goals.
✨Demonstrate Cross-Functional Collaboration
Highlight your experience working with different teams, such as Product, Data, and Engineering. Have examples ready that showcase how you’ve successfully partnered with these departments to enhance the customer experience and drive growth.
✨Be Data-Driven
Since this role is highly data-oriented, come prepared with metrics and results from your previous roles. Discuss how you’ve used data to inform your decisions and improve retention rates, lifetime value, and overall ROI.
