At a Glance
- Tasks: Lead global CRM operations and optimise customer engagement strategies.
- Company: Join Ten, the global leader in lifestyle management and concierge services.
- Benefits: Enjoy hybrid working, competitive salary, paid sabbaticals, and employee discounts.
- Other info: Be part of a diverse team committed to inclusivity and personal growth.
- Why this job: Make a real impact in a dynamic, innovative environment with global reach.
- Qualifications: Extensive CRM experience and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
At Ten, our goal is simple: to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members.
We are looking for a Head of Global CRM Programmes and Operations who will be responsible for establishing and leading the global CRM operating model, ensuring the efficient, scalable and consistent delivery of CRM activity across markets. This role combines CRM operational leadership, programme governance, delivery excellence and stakeholder management to optimise how CRM initiatives are planned, prioritised, executed and measured globally.
Key Responsibilities:
- Lead the global CRM roadmap and operating model, ensuring the effective planning, prioritisation and execution of CRM programmes across all markets.
- Own CRM delivery governance, ensuring all activity is managed through structured processes, clear accountability and agreed service levels.
- Establish and maintain operational frameworks that support efficient campaign execution, automation delivery and lifecycle programme management.
- Drive operational excellence across campaign delivery, lifecycle programmes, automation and personalisation initiatives through continuous improvement across CRM processes.
- Identify opportunities to improve efficiency, scalability and execution quality.
- Ensure CRM activity is delivered consistently across regions while supporting local market requirements.
- Lead the end-to-end operational execution of CRM programmes across multiple regions, clients and business units.
- Partner with Data, Product, Technology, Commercial and Client teams to ensure seamless CRM execution.
- Develop resource planning, capacity management and operating models to support business growth.
Global Programme Delivery, Resource Planning and Operational Performance:
- Create a scalable global CRM operating model, including optimal CRM attribution models and new channel launch strategies.
- Ensure consistent execution standards across all markets.
- Drive adoption of automation, personalisation and CRM best practice.
- Act as the senior escalation point for CRM delivery, operational risk and programme governance.
- Support the evolution of CRM from a campaign function to a strategic customer engagement capability.
CRM Platform and Technology Enablement:
- Act as the global subject matter expert for Braze, ensuring effective use of platform capabilities.
- Partner with Product, Technology and Data teams to support CRM platform integrations, data architecture and system enhancements.
- Ensure the underlying CRM infrastructure supports scalable automation, advanced segmentation and real-time personalisation.
- Leverage customer data to inform segmentation, targeting and personalisation strategies across the member lifecycle.
- Design and implement lifecycle journeys and automated programmes that increase engagement, retention and member value.
- Partner with data analytics teams to ensure robust data, measurement frameworks and performance reporting are in place.
Performance and Reporting:
- Monitor and evaluate the performance of CRM initiatives globally, identifying opportunities for continuous optimisation and improvement.
- Develop and maintain global CRM performance dashboards and scorecards for senior leadership and regional stakeholders.
- Provide data-driven insights and recommendations to improve campaign effectiveness and lifecycle engagement.
Cross-Functional Leadership and Stakeholder Management:
- Act as a key strategic partner to Proposition, Product, Data, Technology and Regional teams, ensuring strong alignment on CRM initiatives.
- Lead collaboration across teams to ensure CRM programmes are successfully implemented and adopted globally.
- Support the development and capability of CRM team members, sharing best practice and strengthening internal expertise, taking on direct management responsibilities as required.
Key Skills and Experience:
- Extensive experience leading CRM operations, programme management and delivery functions within complex, fast-paced environments.
- Deep understanding of CRM platforms, including Braze, and the operational frameworks required to support scalable CRM delivery.
- Strong project and programme management expertise, with experience establishing governance frameworks, managing cross-functional dependencies and stakeholders, mitigating risks and delivering large-scale transformation initiatives.
- Experience applying recognised project and programme management methodologies, such as Agile, Scrum, PRINCE2, PMP and MSP, to deliver complex, cross-functional initiatives at scale.
- Experience managing global teams and complex multi-market delivery environments.
- Proven track record of process optimisation, operational transformation and continuous improvement.
- Strong analytical and commercial mindset with experience using data to drive decision-making and performance optimisation.
- Excellent leadership, communication and influencing skills, with the ability to align stakeholders and drive execution across multiple functions.
Benefits:
- A competitive salary depending on experience.
- Hybrid working. You can combine working from home and working from the office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
- Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
- Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
Commitment to Diversity:
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
Head of Global CRM Programmes & Operations in London employer: Ten Group
At Ten, we pride ourselves on being a leading employer in the lifestyle management sector, offering a vibrant work culture that values recognition and personal growth. Our commitment to employee development is evident through our unique rewards programme, hybrid working options, and opportunities for global collaboration, all set against the backdrop of a dynamic and inclusive environment. Join us in shaping the future of CRM operations while enjoying competitive benefits and the chance to make a meaningful impact on millions of members worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Global CRM Programmes & Operations in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ten Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ten Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Global CRM Programmes & Operations in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ten Group:Your cover letter is your chance to shine! Tell us why you want to work at Ten Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ten Group!
How to prepare for a job interview at Ten Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
