Head of CRM

About the role

CXM is looking for a Head of CRM to own its CRM system as the operational backbone of the business. This is not a campaign role: you will design, implement and run the processes inside the CRM that drive Sales, Business Development and Marketing, so that every client-facing team uses the CRM every day and the processes deliver measurable financial results. You will work closely with the Marketing Analytics specialist, who owns attribution, customer journey mapping and lead and client scoring.

Key responsibilities

• Own the full setup, configuration and ongoing development of the CRM: data structure, pipelines, deal stages, automations, permissions and reporting
• Lead implementation projects and integrations with trading platforms, back office, marketing tools and the analytics stack; set adoption standards, train users and act as the internal authority on the CRM
• Build CRM workflows that start every Sales Manager's day, including automatic lead and client distribution, task creation and automated reports and alerts on cooling clients
• Build reactivation systems that segment inactive or declining clients and launch reactivation plans, prioritising high-value segments
• Design CRM processes for BDMs managing Introducing Brokers, affiliates and partners, giving visibility of partner performance and setting up onboarding, activation, growth and early-warning workflows
• Ensure marketing data (attribution, journey stages, scoring) flows into the CRM so Sales, BD and Marketing work as one connected system
• Build dashboards and KPIs for management covering pipeline, conversion, deposits, retention, reactivation and partner performance

Required profile

• 5+ years of experience in CRM management, sales operations or leading CRM implementation in financial companies
• Experience in online trading, brokerage, fintech or iGaming is a must
• Solid understanding of how sales, business development and marketing processes work, with processes built before, not just administered
• Understanding of partner and affiliate models; experience with IB programmes and rebate structures is a strong advantage

Required skills

• Hands-on experience configuring a major CRM (Zoho, HubSpot, Salesforce or a brokerage-specific CRM)
• Experience with lead distribution, task automation, deal pipelines, retention and reactivation workflows

What we offer

• Fully remote working with minimal meeting overhead
• Ownership of CRM across 12 international markets and the chance to build the customer lifecycle function
• An established business with the resources and budget to execute ambitious CRM initiatives
• Freedom to test, learn and implement new ideas
• Competitive, above-market compensation and a KPI-linked bonus tied to CRM and business performance

The recruitment process has three stages: an HR interview, a CMO interview, and a CEO interview where required.