Head of CRM & CX - Consultancy

Salt; Paris; On-site; EUR 90,000 - 150,000; Full time

Job summary

Salt is seeking a Head of CRM & CX to lead its retention and customer experience practice in Paris. You will drive revenue impact by shaping CRM strategy across clients, manage a growing team, and push advanced journeys and AI-enabled optimisations.

Bring 7+ years in CRM and strong analytics, with hands-on experience in Klaviyo/SFMC and Looming client leadership. This role sits onsite with access to a network of luxury and media brands.

Qualifications

• 7+ years in CRM, lifecycle or growth with e-commerce, luxury, or media.
• Agency/consultancy or strong agency exposure with clients.
• Experience leading and developing a team.
• Strong analytical skills using GA4, SQL and dashboards.
• Knowledge of CRM/email platforms (Klaviyo, Salesforce Marketing Cloud).

Responsibilities

• Lead and grow a team of CRM and CX specialists.
• Own the CRM strategy across activation, retention and win-back.
• Build lifecycle journeys and automated programmes across channels.
• Shape customer journeys end to end from first visit to loyal customer.
• Set KPIs and report revenue-oriented performance.
• Keep the team ahead on tools and AI in CRM/CX.

Skills

CRM strategy

Team leadership

Analytics (GA4, SQL)

CRM platforms (Klaviyo/SFMC)

Job description

A fast-growing marketing consultancy is hiring a Head of CRM & CX to lead its retention and customer experience practice. You'll work embedded with e-commerce, luxury and media brands, so the impact of your work shows up directly in their revenue. You'll inherit an established team and have real freedom to shape where the practice goes next.

What You'll Do

• Lead and grow a team of CRM and CX specialists, including hiring, project staffing and development
• Own the CRM strategy for each client across activation, retention, repeat purchase and win-back
• Build and optimise lifecycle journeys and automated programmes across email, SMS and other owned channels
• Shape customer journeys end to end, from first visit through to loyal customer
• Use content, from newsletters to product pages, to drive engagement and conversion
• Set clear KPIs for each client and report on performance in revenue terms
• Run audits and build roadmaps that give clients clear, prioritised next steps
• Develop the team's methodologies and playbooks so delivery is consistent across accounts
• Be the senior contact for client leadership and get hands-on with the most strategic work
• Keep the team ahead on tools and on how AI is changing CRM and CX

You'll Bring

• 7+ years in CRM, lifecycle or growth, ideally across e-commerce, luxury or media
• Agency or consultancy experience, or client-side experience working heavily with agencies
• Experience leading and developing a team
• Strong analytical skills, with the ability to pull your own data using GA4, SQL and dashboarding tools
• Strong knowledge of CRM and email platforms such as Klaviyo, Salesforce Marketing Cloud or similar
• Testing or CRO experience is a bonus, not a requirement