We are looking for the Head of CRM to lead and scale our multi-brand CRM ecosystem across four key domains: Strategy, Product, Operations, and Infrastructure. Your mission is to lead a data-driven, customer-centric CRM organization that turns automation, technology, and creativity into sustainable business growth.

The Head of CRM is an inspiring leader who fosters a culture of excellence, ownership, and innovation. They empower the team to achieve ambitious growth goals and ensure that all CRM initiatives are both data-driven and customer-centric.

This role blends marketing leadership, data analytics, and product innovation. You’ll orchestrate how our brands communicate, automate, and engage with customers – ensuring every campaign and interaction delivers measurable impact and long-term value.

You will shape CRM strategy, oversee technology integration, manage operational excellence, and build a strong infrastructure foundation for scalable, high-performance CRM execution across brands.

You Will Lead 4 Core Areas:

CRM Strategy:

• Own the lifecycle of CRM campaigns: from early onboarding and engagement to retention and reactivation
• Drive campaign planning through automation, customer journeys, segmentation, and bonus mechanics
• Oversee brand-dedicated CRM strategists and ensure a consistent, personalized communication approach
• Continuously improve communication flows, implementing testing frameworks to validate performance
• Educate teams to make data-driven decisions, applying statistical principles such as margin of error and statistical significance to assess results
• Monitor bonus costs, optimize cost centers, and balance tool performance vs. spend
• Champion experimentation, personalization, and continuous performance optimization

CRM Product & Technology:

• Define and evolve the CRM product strategy, ensuring alignment with business and marketing objectives
• Lead the evaluation and integration of new tools, focusing on cost-efficiency, functionality, and scalability
• Collaborate with development teams to build CRM functionality in-house, enhancing autonomy and innovation
• Own the CRM roadmap: defining priorities for automation, segmentation, and data flow improvements
• Partner with BI, Data Science, and Product teams to ensure actionable insights and seamless integrations

CRM Operations:

• Lead CRM operations teams responsible for campaign setup, configuration, and QA across all brands
• Guarantee flawless execution through robust quality assurance and testing processes
• Organize operations into agile and cross-functional teams
• Streamline workflows and eliminate inefficiencies through automation and best practices
• Ensure the highest level of accuracy and compliance in all customer-facing activities

CRM Infrastructure & Enablement:

• Establish and lead the new CRM Infrastructure team, focused on maintaining, optimizing and onboarding new CRM tools
• Manage tool vendors, integrations, and communication channel scalability
• Ensure knowledge-sharing, documentation, and internal certification processes are in place to strengthen CRM capabilities across the company
• Continuously assess the effectiveness of the CRM tech stack and recommend improvements for cost and performance optimization