Job Title: Head of Customer Relationship Management (CRM)
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent

A BIT ABOUT US:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

SKILLS & ATTRIBUTES:

Extensive experience in CRM, lifecycle marketing, or retention marketing, with solid exposure in leadership roles
Proven success in scaling and optimizing CRM programs in a data-driven, digital-first environment
Hands-on experience with CRM and marketing automation platforms
Deep understanding of customer behaviour, segmentation, and personalisation strategies
Experience with loyalty programs, referral programs, and customer journey mapping
Experience of working within financial services or other regulated industries is a plus

THE ROLE:

We are seeking a strategic, data-driven, and customer-centric leader to join our team as Head of CRM. This role will be responsible for owning and driving the CRM strategy to maximise customer lifetime value, engagement, and retention across all touchpoints. You will lead a team of CRM professionals and work cross-functionally with marketing, product, data, and technology teams to deliver a seamless, personalised customer experience at scale.
This role will involve defining the CRM strategy from inception through to implementation. You will work meticulously to define the systems, architecture, resources and skills needed to deliver a CRM strategy that achieves marketing and business objectives.

KEY RESPONSIBILITIES:

Work closely with the Director of B2C and Marketing Strategy to develop and lead the company’s CRM strategy, aligning with business goals and customer needs
Own the end-to-end CRM lifecycle, from acquisition and onboarding to engagement, retention, loyalty, and win-back
Lead the selection, implementation, and optimisation of CRM tools, platforms, and integrations
Drive a culture of continuous testing and learning through A/B and multivariate testing
Work with product and tech teams to integrate CRM efforts with product features, user journeys, and customer feedback loops
Play a key role in the future development of the mobile app strategy, defining how to improve customer experience, relevance and increase retention and sales.