Digital Performance Director in London

Senior CRM Strategist / Digital Director

B2B Agency | Global CRM & Client Leadership

London | Hybrid working: two office days per week
Temp to Perm (minimum 2 month contract)
£75,000–£85,000 DOE + benefits
Reporting to the Head of Strategy

Jefferson Locke is partnering with a leading B2B marketing agency to appoint a Senior CRM Strategist / Digital Director to lead a high-value enterprise client account and its global lifecycle CRM programme.

This is a senior agency role combining strategic direction, client counsel and responsibility for delivery. You’ll shape how CRM supports conversion and commercial growth, translate complex requirements into clear programmes, and give clients and colleagues confidence in the direction, priorities and progress of the work.

Working across multiple markets and a high volume of customer enquiries, you’ll lead the CRM agenda from initial brief through to delivery, measurement and continuous improvement.

What you’ll own

CRM strategy and proactive client leadership

• Act as the senior CRM partner to the client, developing a clear understanding of business objectives, stakeholder priorities and commercial expectations.

• Create and maintain a prioritised CRM roadmap, aligning immediate delivery with longer-term opportunities for growth.

• Bring proactive, evidence-based recommendations to client discussions, explaining what should happen next, why it matters and how success will be measured.

• Lead strategic presentations and status meetings with clear recommendations, decisions and next steps.

• Demonstrate the value of the agency’s work through regular reviews of deliverables, outcomes and progress against the agreed statement of work.

Briefs, proposals and delivery ownership

• Own client briefs from clarification and scoping through to proposal, presentation and delivery, coordinating the specialists needed at each stage.

• Ensure every proposal defines the business objective, target audience and segmentation, content and messaging approach, CRM and data requirements, and success measures.

• Agree realistic timelines and responsibilities with clients and internal teams, and maintain accountability for meeting those commitments.

• Communicate meeting decisions, actions, owners and deadlines within 24 hours, and follow through to completion.

• Identify dependencies, delivery risks and changes in scope early, bringing clear options and recommendations for resolving them.

Team leadership and operational control

• Lead the CRM workstream across strategy, creative, data, technology and delivery, working closely with project management and account leadership.

• Maintain a clear understanding of each team member’s deliverables, priorities, deadlines and next actions.

• Keep a shared delivery tracker current through daily updates, giving the team and client reliable visibility of progress and responsibilities.

• Anticipate workload peaks and resource needs, resolve competing priorities and escalate issues before they affect delivery.

• Set clear quality standards and provide constructive direction and feedback to the team.

Lifecycle strategy and customer experience

• Develop an agency-led customer journey blueprint, secure client agreement and use it to guide programme planning and delivery.

• Design and optimise end-to-end lifecycle journeys, including nurture, conversion, upsell and retention, informed by customer intent, behaviour and funnel stage.

• Turn workshops and discovery into tangible outputs: agreed journey maps, prioritised opportunities, delivery plans and measurable objectives.

• Lead trigger-based workflows, automation frameworks, dynamic content and personalisation at scale.

• Oversee HTML email strategy and modular template systems, ensuring messaging and creative support customer experience and conversion.

Data, platforms and performance

• Provide strategic oversight of platform evolution and migration from Eloqua to Dynamics, working with technical specialists to translate business needs into delivery requirements.

• Drive improvements in data quality, automation maturity and operational efficiency.

• Establish measurement frameworks linking CRM activity to conversion, revenue and other agreed business outcomes.

• Use performance insight and structured testing to recommend and prioritise improvements to journeys, messaging and targeting.

• Establish scalable governance, quality assurance and consent management practices, ensuring programmes meet GDPR requirements.

What you’ll bring

• Proven experience as a Senior CRM Strategist, CRM Lead or Digital Director within a B2B marketing or communications agency.

• A track record of leading complex, multi-market CRM programmes and senior enterprise client relationships.

• Deep expertise in lifecycle marketing, customer journey design, segmentation, personalisation and marketing automation.

• Evidence of translating ambiguous briefs into persuasive proposals, agreed roadmaps and successfully delivered programmes.

• Strong consultative skills: you can challenge constructively, explain your recommendations and secure stakeholder alignment.

• Demonstrable leadership of multidisciplinary teams, with clear control of workload, priorities and delivery commitments.

• Commercial awareness and experience managing delivery against statements of work, client expectations and measurable objectives.

• Experience with Microsoft Dynamics, Eloqua, Salesforce or comparable platforms. Direct Dynamics and Eloqua migration experience would be particularly valuable.

• The ability to move confidently between strategic planning and the detail required to keep a complex programme progressing.

What success looks like

The client sees you as a trusted adviser who anticipates their needs and leads the CRM agenda. There is an agreed strategy and customer journey blueprint, supported by clear priorities and a reliable delivery plan.

Your team understands what needs to happen, who owns it and when it is due. Proposals lead to decisions, meetings lead to action, and reporting makes both progress and commercial value clear.

Why this opportunity?

• Take ownership of a high-value enterprise account.

• Shape a global CRM transformation programme.

• Combine strategic influence with client and team leadership.

• Work closely with the Head of Strategy in a specialist B2B agency.

• Make a measurable contribution to customer experience, conversion and growth.

To apply, send your latest CV to ivy@jeffersonlocke.com for a confidential conversation with Jefferson Locke.